What is the state of customer service today? 42% of consumers shared they would rather clean a toilet than call customer support. Customers crave seamless, transparent, effortless, and convenient service, yet they are consistently let down by poor experiences across numerous industries. J.D. Power is preparing to publish our first-ever Cross-Industry Customer Service Experience Study to evaluate customer feedback for over 100 brands in multiple industries.
In advance of this study, Denese Waiters, Director, Customer Service Advisory, and Omnichannel Practice Leader is joined by Shep Hyken, Customer Service and Experience Expert, Keynote Speaker, and NYT Bestselling Author to explore the crucial steps that companies must take today to enhance the customer experience, while also highlighting the organizations that are setting the benchmark for exceptional service.
How can organizations attract and retain customers in today's competitive market?
Customers today are more informed and knowledgeable than ever before, making it crucial to employ effective strategies that will not only attract them but keep them coming back for repeat business. To gain deeper insights into the minds of customers and to better understand the competitive market, Shep Hyken advises his clients to answer questions like:
- Why would a customer want to do business with us?
- Why would a customer seek out a competitor?
- What is this competitor doing that can be adopted?
- What are some of the most popular companies, and why do customers love them?
- What are companies outside of our industry doing to attract customers that we can emulate?
How do you create loyal customers?
To create a community of loyal customers, you need to establish an emotional connection between the customers and your brand. This won’t occur in a single visit; it happens gradually over time with great repeat experiences. However, it’s important to differentiate between loyal customers and repeat customers, who could easily switch to a competitor based on factors like convenience or price.
Organizations must go above and beyond price and location, creating memorable interactions that inspire customers to not only return but also go out of their way to choose your brand. While many businesses rely on loyalty programs, it's important to consider whether these programs merely attract customers in the short term with perks and rewards. Ask yourself, if you were to take away these incentives, would customers keep coming back or were they only enticed by your loyalty program?
How much does the agent impact the customer experience?
Typically, interactions with a customer service agent occur after the sale has been made if there’s a question or concern. The way in which the agent handles this interaction can leave a lasting impact on the customer. Consumers usually expect long wait times and frustrating experiences when trying to resolve their issues, often having to repeat the same security questions. If the concern is addressed effortlessly, it instills a sense of confidence, making customers more likely to return for future business. The agent's performance is vital in creating an experience that makes customers say, "I want to come back."
What are some ways organizations can elevate the customer experience?
Before implementing any changes within your organization, it is imperative to shift your perspective from considering the customer experience as merely a tactical strategy to embracing it as a cultural transformation.
By creating a simple and memorable "mantra" that encapsulates your desired customer experience, you can effectively guide your team's actions and align them with your organization's core values. This powerful mantra will not only emphasize the importance of consistency and predictability in meeting customer expectations but also instill a deep understanding among your employees of their crucial role in delivering exceptional service.
How are technology innovations impacting the customer experience?
AI, particularly Chat GPT, is transforming the customer experience. This technology empowers call-center agents to effectively address customer concerns, giving them the opportunity to build relationships with customers. Additionally, it can analyze consumer profiles, leading to personalized recommendations for future purchases and anticipating customer inquiries, resulting in tailored shopping experiences. Furthermore, it presents a valuable opportunity for ethical upselling and cross-selling, since this tool can analyze a customer's needs, ultimately enhancing the overall customer journey.
Final Thoughts
There are going to be rockstar companies in every industry excelling in providing exceptional experiences. Stay tuned for the results of the J.D. Power Cross-Industry Customer Service Experience Study to discover which brands are leading the way in customer satisfaction.
Listen to the episode below for valuable insights on brands that are revolutionizing the customer experience and learn more about Shep Hyken's background and newest book, "I'll be back."
More about today’s speaker: Shep Hyken, CSP, CPAE is the CAO (Chief Amazement Officer) of Shepard Presentations. As a customer service and experience (CX) expert and keynote speaker, Shep works with companies that want to build loyal relationships with their customers and employees. His focus is on delivering amazing customer service, customer engagement, managing the customer experience, and creating customer loyalty. He is a hall-of-fame speaker (National Speakers Association) and a New York Times and Wall Street Journal best-selling author.
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