Summary:
In this conversation, Shep Hyken discusses the critical aspects of customer experience and service. He highlights the disconnect between companies' perceptions of their service and actual customer experiences, emphasizing the importance of understanding customer effort and satisfaction. Hyken shares insights on how technology can enhance customer support, the significance of creating service awareness among employees, and the necessity of compensating customers for their time. He also stresses the importance of measuring customer satisfaction effectively to reduce churn and improve service delivery.
Takeaways:
- Customers compare service to the best they've experienced.
- Satisfaction alone is not enough to retain customers.
- Companies must acknowledge and apologize for service issues.
- Customer effort is a crucial metric for service quality.
- Technology should enhance, not replace, human interaction in support.
- Service awareness among employees leads to better customer experiences.
- Compensating customers for their time fosters loyalty.
- Understanding churn rates is vital for business health.
- Effective measurement of customer satisfaction can drive improvements.
- Creating a culture of service excellence is essential for success.
Chapters
00:00 Introduction to Customer Experience
02:27 Understanding Customer Expectations
05:04 The Importance of Customer Effort
07:57 The Disconnect Between Companies and Customers
10:58 Strategies for Employee Engagement
13:45 Creating Service Awareness
16:27 The Role of Technology in Customer Service
19:10 Measuring Customer Satisfaction
21:39 Final Thoughts and Resources
Learn More with Workforce Alchemy
If you're looking for proven strategies, tools, and secrets to improve leadership, branding, and resilience in business, take the Workforce Alchemy Challenge for free.
👉 Apply here: https://www.WorkforceAlchemy.com
About This Channel
Subscribe now & discover the world of Workforce Alchemy. Visit our website & take the challenge! Mason Duchatschek is an Amazon.com #1 bestselling author of numerous books, and his ideas have been featured in Selling Power, Entrepreneur, and the New York Times.
There is a way to make every employee more valuable. People shouldn't dread coming to work. Companies shouldn't lose great employees or settle for good when great is possible.
If you want to hire the best and avoid the rest, subscribe. If you want to solve problems before they occur, subscribe. If you want to get better work accomplished faster without adding staff, subscribe and be sure to share helpful ideas with others.
Follow Us:
Facebook: https://www.facebook.com/people/Workforce-Alchemy/100089012713935/
Instagram: https://www.instagram.com/workforcealchemy/
YouTube: https://www.youtube.com/@WorkforceAlchemist
Rumble: https://rumble.com/user/WorkforceAlchemy
#customerengagement #customerservice #customerexperience #csx #customerloyalty #customersatisfaction #hyken #workforcealchemy
In this conversation, Shep Hyken discusses the critical aspects of customer experience and service. He highlights the disconnect between companies' perceptions of their service and actual customer experiences, emphasizing the importance of understanding customer effort and satisfaction. Hyken shares insights on how technology can enhance customer support, the significance of creating service awareness among employees, and the necessity of compensating customers for their time. He also stresses the importance of measuring customer satisfaction effectively to reduce churn and improve service delivery.
Takeaways:
- Customers compare service to the best they've experienced.
- Satisfaction alone is not enough to retain customers.
- Companies must acknowledge and apologize for service issues.
- Customer effort is a crucial metric for service quality.
- Technology should enhance, not replace, human interaction in support.
- Service awareness among employees leads to better customer experiences.
- Compensating customers for their time fosters loyalty.
- Understanding churn rates is vital for business health.
- Effective measurement of customer satisfaction can drive improvements.
- Creating a culture of service excellence is essential for success.
Chapters
00:00 Introduction to Customer Experience
02:27 Understanding Customer Expectations
05:04 The Importance of Customer Effort
07:57 The Disconnect Between Companies and Customers
10:58 Strategies for Employee Engagement
13:45 Creating Service Awareness
16:27 The Role of Technology in Customer Service
19:10 Measuring Customer Satisfaction
21:39 Final Thoughts and Resources
Learn More with Workforce Alchemy
If you're looking for proven strategies, tools, and secrets to improve leadership, branding, and resilience in business, take the Workforce Alchemy Challenge for free.
👉 Apply here: https://www.WorkforceAlchemy.com
About This Channel
Subscribe now & discover the world of Workforce Alchemy. Visit our website & take the challenge! Mason Duchatschek is an Amazon.com #1 bestselling author of numerous books, and his ideas have been featured in Selling Power, Entrepreneur, and the New York Times.
There is a way to make every employee more valuable. People shouldn't dread coming to work. Companies shouldn't lose great employees or settle for good when great is possible.
If you want to hire the best and avoid the rest, subscribe. If you want to solve problems before they occur, subscribe. If you want to get better work accomplished faster without adding staff, subscribe and be sure to share helpful ideas with others.
Follow Us:
Facebook: https://www.facebook.com/people/Workforce-Alchemy/100089012713935/
Instagram: https://www.instagram.com/workforcealchemy/
YouTube: https://www.youtube.com/@WorkforceAlchemist
Rumble: https://rumble.com/user/WorkforceAlchemy
#customerengagement #customerservice #customerexperience #csx #customerloyalty #customersatisfaction #hyken #workforcealchemy
Category
🛠️
Lifestyle