Speed creates customer confidence: what is the velocity of your customer service?


I heard his presentation on the subject of how quickly a business moves when I had the privilege of working with the bank, and I realized the importance of how velocity applies to the customer service experience. It’s not hard to see how velocity can benefit the customer service experience. Customers want fast service – whether they are waiting in line, calling the customer service center or waiting for an email response. Our customers notice our efforts, too.

New Report Reveals How to Build Customer Confidence in 2015

Experience Investigators by 360Connext

Customers need reassurance. The latest Retail Customer Experience report, Retail Future Trends 2015 , highlights how both consumers and retailers are feeling about trends in retailing. The survey results from consumers highlighted what customers are really seeking. This finding shows customers are looking for reassurance before either buying online OR in the store. In-store kiosks are also likely to be used by customers to research products.


Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

Mobile Banking Experiences Can Build Customer Confidence


Customer experience leaders also tend to have powerful mobile banking platforms. Customer journey orchestration provides many powerful ways to make the most of the mobile banking experience. How are customers truly using your mobile app? Customer Engagement app banking Mobile

Six Ways to Restore Customer Confidence When Things Go Wrong

CSM Magazine

My research over the last ten years has led to me uncovering a series of six simple, but remarkably effective strategies that will position organizations to keep customers coming back after even the worst has happened. If you solve the customer’s issue, but are rude or indifferent in the process, you can still negatively impact the relationship. Making an apology to customers after things go wrong is positively related to satisfaction with the recovery.

A Boring Customer Service Experience—That’s What Our Customers Want


Call me boring, but I want the same thing every time—at least when it comes to customer experience. We want our customers to always have a good experience with us—one they can count on always happening every time they do business with us.

Make Your Customer Smarter: Create an Educational Experience

Shep Hyken

That expertise creates confidence. . When you make a customer smarter, at least two things are happening. One, you’re showing off your knowledge in such a way that is all about the customer, and not just about how much you know. Just make your customers smarter. .

2 ways Customer Skepticism erodes Customer Confidence

One Millimeter Mindset

When your story is all about customer skepticism, then prospective customers do not do business with you. Because, for starters, they compare stories with your former customers. If you want to perpetuate customer skepticism, instead of customer confidence and repeat business, here are two sure-fire ways to achieve this outcome. If you want to change your story, and your customers’ experiences, contact me.

When Customer Service Creates Customer Validation


Many people think of customer service as a department. If you’ve been following me, you’ll know my belief is that customer service is a philosophy , not a department. With that said, the focus on this topic is on what many consider to be the customer service and support department – the people who have contact and interaction with the customer. It can be the traditional customer service team who fields questions and complaints.

Showing Up On Time


Maybe that’s the reason I’m so focused on creating amazing experiences for my clients and my clients’ customers—and, of course, everyone else. The first lesson is that showing up on time to work is important, as it removes concern and worry and, most importantly, creates confidence. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. App Customer Service Strategies customer confidence customer service lesson dependabilit

Ten Reasons WHY Customers Choose to Do Business with You


This quote makes me think about the different reasons behind why a customer chooses to do business with a company. Those companies that get customers because of low price will lose those customers when someone else has a lower price. Customer service: You love the way they treat you. You want customers to use the word “always” to describe their experience with you. The post Ten Reasons WHY Customers Choose to Do Business with You appeared first on Shep Hyken.

Do Your Customers Trust You This Much?


As I started to perform more and more for money, I could afford to be a regular customer of Al’s. Earning your customers’ trust typically takes time. Your customers know what to expect, and you deliver every time. So, how much do your customers trust you? Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. The post Do Your Customers Trust You This Much?

Make a Promise, Keep It. Offer a Guarantee, Honor It.


And then there are guarantees, promotions and contests that have “fine print” that is focused more on the company than the customer. I get that a company has to protect itself, but be careful not to offend or disappoint your customers. That’s what builds confidence, trust and loyalty. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author.

Always Do Your Best


And, we want to teach our clients to be amazing to their customers, clients, guests, members – and anyone else they do business with. Often, it’s the effort of trying your best that gives others confidence about you. That’s what brings customers back – when they can say, “I can depend on them to always do what’s best.” Your customers will appreciate you. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author.

“That’s Not My Department” and 10 Other Phrases Customers Hate


You finally get to a customer service rep. You tell your story and the customer service rep responds, “I’m sorry, that’s not my department.” Since customer service has become a center of attention for most companies (even though some still don’t get it right), “That’s not my department” is being heard less and less. That said, there are still plenty of other phrases and words we, as customers, hate to hear. Customers hate to be told they’re wrong. “I

Guest Blog: Do customer experience teams take cyber security risks?


This week we feature an article by Chanice Henry who writes about the importance of cyber security in providing a trustworthy experience for your customers. – Shep Hyken. Customer loyalty is built on trust. CX teams that are lax with data security put their organization’s reputation on the line, as well as the trust of their customers. Especially as businesses process more customer data than ever before and often this data is siloed in different departments and systems.

Guest Blog: 4 Easy Ways to Achieve Difficult Customer Contact Goals


This week we feature an article by Brian Cantor who gives us a list of ways to achieve success and consistency when communicating with customers on any channel. – Shep Hyken. Making for a jointly admirable and problematic reality, the customer contact community often takes a lofty, wide-eyed approach to strategy and technology. Given the importance of competing on the customer experience, the idealistic approach is an encouraging sign. Goal: Improve Customer Loyalty.

Customer Satisfaction Is the Enemy of Exceptional Customer Service


A good customer service experience is doing what you are supposed to do. Beyond satisfactory – and beyond good – is an exceptional customer service. And, according to Nate Spears, the Chief Operations Officer and Co-Founder of ClearSource, exceptional customer service is anything you do beyond that is better than just good. His company, ClearSource provides customer support via phone, email, chat and social media for companies that want to outsource their customer service.

Do You Trust Your Customers? Do Your Customers Trust You?


He shared an excellent customer service example that can be summed up this way: Trust your customers and they will trust you. The quick version of the story is this: A farmer owns a fruit and vegetable stand where his customers pay on the honor system. He trusts his customers to do what’s right, and it pays off. But most of all, he gets loyal customers that come back, buy more, spend more when they buy and feel valued. Customers want to be trusted.

WOW Is in the Details


After a number of comments from our readers, I want to discuss how, when and where you can WOW your customers. I’ve always been concerned with a company that tells me that they want to consistently WOW their customers. Like perfection is not reality, the concept of consistently WOWing customers is a lofty, if not impossible goal to achieve. Amazement is the consistent and predictable above average experience that a customer receives from a company or employee.

Hotels 105

How Can Thinking Small Propel You to Greatness?


This was their Customer Experience Summit, and the theme for the meeting was “Think Small: Big Differences Come from SMALL Details.”. Jason Bradshaw, the Director of Customer Experience, shared his vision about Volkswagen Australia being recognized and known for their amazing customer service. It doesn’t matter what type of business you are in, the bar for typical – or average – customer service is set low. Anything less erodes the customer’s confidence.

Are You So Good Your Customers Would Pay You Double?


What if your customers said they would be willing to pay you twice what you normally charge? All they want in return is an amazing customer service experience. We already give great customer service. If someone is willing to spend more, they will surely expect to get more value, and that value should be in the form of a better customer experience. The point is that great customer service makes price less relevant. And what defines “exceptional” customer service?

Lose the Customer’s Confidence and You Lose the Customer


Once the customer service representative came on the call, Cindy briefly described the problem. What do you think happened when the new customer service rep came on? 41 minutes of our life gone due to long hold times and two customer service reps who were not properly trained or had not been empowered with the authority to get the job done. Shattered customer confidence. Even though our last customer service rep got the job done, the other two couldn’t.

Guest Blog: How Your Customers Can Help You Build Credibility, Trust, and Confidence with Buyers


This week we feature an article by Michelle Nickolaisen about customer review programs. Accept that you may be reviewed by the customer. If your customer service and success teams are anything like the average customer-focused team, you are always looking for ways to show your ROI to leadership and other departments, and working on initiatives to increase that ROI. Customer Confidence Customer Experience build customer trust credibility customer reviews

Simple Words and Phrases Can Enhance the Customer’s Experience


The words you say, the way you act, and your attitude toward your job and your customer are sometimes the difference between satisfactory and amazing. implies you want to do more for your customer. It’s the difference between taking an order and serving a customer. The difference between answering a question and helping a customer. Or, the difference between resolving a complaint and restoring confidence.

Four Customer Service Lessons from a Stevie Award Winner


Congratulations to Squaremouth , who just won a Gold Stevie Award for Customer Service Department of the Year – for the fourth time! For those that don’t know, the Stevie is an international business award that recognizes top performing organizations in several categories including customer service.) They allow travelers the opportunity to compare and purchase travel insurance using their “comparison engine” that has over 40,000 customer reviews.

Does This Dress Make My Butt Look Big


We must always be honest with our customers. Even if it is something the customer doesn’t want to hear. I share this with you because the relationship we have with our customers is not that different than the relationship we have with a spouse, partner, significant other – or any other person that is close to us. If a shipment is going to be late, tell the customer before it’s late – because once it’s late, it’s too late.

We’re the Front Desk, Not the Shipping Department


Too many times I’ve asked a customer support rep a question and didn’t like the answer. For the customer, it’s the one they like the best. Inconsistent answers lead to customer confusion and a lack of confidence. And, without confidence, you can’t have trust. Customers need to know when there are problems or they have questions that they are dealing with knowledgeable and smart people. I preach customer service and soft skills training.

Guest Blog: 3 Essential Stages of Cultivating a Winning Customer Experience


This week we feature an article by Meyer Baron who writes about the essential stages of a winning customer experience. Smart companies promise a positive customer service experience, and they deliver. – Shep Hyken. Customer experience” means different things to different people. The digital marketer may see the website as the key to producing a great customer experience, while the customer service pro may see training and culture as the keys to customer experience.

United Airlines Computer Outage Is Customer Service Crisis Case Study


Keep in mind, this wasn’t a single unhappy customer complaining to a gate agent at the airport. Yet every cloud has a silver lining, and in this instance it’s a mini-case study on how to handle a customer service crisis. I can’t speak to what happened at the airport when passengers approached gate agents for help, or what happened on the phone lines as passengers tried to reach a customer service representative. Urgency is key to restoring confidence.

Three C’s of Customer Service Success


I have a similar take on the customer service and customer service world. The three keys to customer experience success are consistency, consistency and consistency. Of course, there is much more to delivering an amazing customer experience, but if there is something that is a non-negotiable to creating customer loyalty, it is a consistent and predictable experience – one that customers can count on every time they do business with you.

5 Top Customer Service Articles For the Week of April 30, 2018


Each week I read a number of customer service and customer experience articles from various resources. 16 Statistics Showing Data’s Influence on Customer Experience by Tricia Morriss. Business2Community) A Customers 2020 report predicts that by 2020, customer experience will overtake both price and product as the key differentiator for brands. My Comment: Data and personalization ate HOT topics in marketing and customer experience.

Amazing Business Radio: David Horsager


Do your customers trust you? . ? ? ? <span </span> Shep Hyken sits down with David Horsager, discussing the importance of trust and how gaining it from your customers is the most significant thing you can do. Top Takeaways: Trust is a confident belief in a product or an organization. When there is confident belief, everything changes. When employees get treated properly, it trickles down and the customers feel that.

Your Brand is Only as Strong as Your Weakest Link


The guy just didn’t want to get them, when a customer needed them. Let’s switch industries and talk about an icon in the world of customer service. When Nordstrom decided to move into the online world, many of their customers were concerned that they would erode their reputation for amazing service. Management thought long and hard about how to create an online experience that matched the expectation of a Nordstrom customer, and they delivered.

Dollar Shave Club Teaches a Valuable Customer Service Lesson


The Dollar Shave Club continues to impress me with their amazing customer service. I have used them as an example of how to create a membership experience , but now I want to focus on their ability to deliver amazing customer service. That’s what great customer-focused companies do! When a customer has a problem, do you respond quickly, apologize, accept responsibility and make it easy on the customer? Do you handle it in such a way that creates confidence?

Guest Blog: Why Online Reviews Are Important for Customer Engagement


This week we feature an article by Megan Wenzl about the importance of online reviews to your business and customer engagement. Asking your customers to post online reviews shows that you have confidence that you will take care of your customers by delivering a great customer service experience and taking care of any problems that may arise – in such a way that will earn you a glowing online review. Customers need to feel heard and know that you care about them.

5 Top Customer Service Articles for the Week of October 23, 2017


Each week I read a number of customer service articles from various online resources. Huffington Post) High performing customer service organizations are changing and redefining performance metrics to better align how they measure service delivery success to their customer expectations, according to the worldwide state of customer service research by Salesforce. You’ll have to read this excellent article by Vala Afshar, a genius in the world of customer service and CX.

Six Reasons You Shouldn’t Lie to a Customer


Customer Experience. There is a big lesson here, and it’s very simple: Don’t lie to the customer. You lose credibility and trust with the customer. And finally, the customer may leave and never come back. Shep Hyken is a customer service expert, keynote speaker and New York Times bestselling business author. For information on The Customer Focus™ customer service training programs go to www.thecustomerfocus.com.