ShepHyken
APRIL 23, 2024
In the business world, this is akin to the feedback your customers give you. You must have a system that collects feedback and gives you a chance to repair and maintain the experience so it continues to meet, if not exceed, your customer’s expectations. Update: Most cars don’t last forever.
ShepHyken
AUGUST 16, 2023
Assuming the employee is capable, failure is often due to something or someone else. The story I shared illustrates how failure in customer service is often not the fault of the individual but the system in place. Connect with Shep on LinkedIn.
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ShepHyken
JANUARY 23, 2024
This happens at my car dealership, bank, and other supposed customer-focused organizations. Their processes bog the customer down with repetitive tasks and often unnecessary procedures. Create a centralized customer profile system where a customer’s basic information, such as name, address, phone number, etc.,
Comm100
DECEMBER 19, 2017
Therefore, any company trying to improve their customer experience should follow a defined plan to adopt a strategy that is congruent with their customer expectations. Here is a detailed step-by-step guide to setting goals and strategizing for customer experience improvement. Identifying gaps in the customer experience.
ShepHyken
DECEMBER 3, 2023
My Comment: When our clients are interested in our customer service training for their “new” customer service/CX initiative, they are excited and ready to start. Used the right way, it may even help you create more tailored and personalized customer experiences! Does no one want to see change?
ShepHyken
APRIL 18, 2023
Most of us realize that Amazon has built its own shipping and distribution system. How fast do you deliver, return calls or do anything else that might get the customer to say, “You’re fast!”? Customers can predict their Amazon experience with almost 100% accuracy. Still, it is setting a high bar. This is an easy one to emulate.
Michel Falcon Experience
JANUARY 16, 2020
As the year gets rolling, I’d suggest asking yourself three questions to identify what customer experience strategies you have the opportunity to create for your business and serve your customers exceptionally. Do you have plans to host a customer journey mapping workshop this year? Customer Journey Mapping.
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