ShepHyken

JANUARY 14, 2025

For example, in the hospitality industry, sustainability is a significant factor in customer experience and decision-making. Customers want value for their money, which translates to memorable and meaningful experiences. Customers like doing business with brands that care about the social issues that are important to them.

Customer Experience 339

Customer Experience Education Personalization Marketing 339

ShepHyken

FEBRUARY 4, 2025

For example, if there is a digital process youre taking the customer through, you might ask, Do you understand what weve shared so far? The simplest example I can think of happens at a restaurant when the server comes back to our table a few minutes after the food was brought to us. A simple option of yes or no will give you insight.

Feedback 225

Feedback Government Customer Service Customer Experience 225

ShepHyken

NOVEMBER 6, 2024

Examples of inconvenient, time-wasting activities include waiting on hold for anything, waiting for a response, enduring a long line, not enough staff to help customers in a store, sharing bad information that requires a customer to call back or return to a store, forcing customers to fill out duplicate information on multiple forms and more.

Customer Support 198

Customer Support Customer Service Customer Experience 198

ShepHyken

NOVEMBER 12, 2024

An example could be the loss leaders some companies use to steal customers away from their competitors. For them, you may not have to have the lowest price, but you should at least be competitive. Better Offers: This is more than the price. This is about a promotion or bundle that has enough perceived value to pull away existing customers.

Customer Service 252

Customer Service Customer Experience Customer retention 252

Beyond Philosophy

MAY 7, 2021

Using our fictional restaurant as an example, here are 11 practical, Zero-Cost tips. For example, in our fictional Mom-and-Pop restaurant, they always have to reprint menus, whether they change the menu or not. For example, we once helped a Russian electronics store much like Best Buy in the States. Another example is Netflix.

Customer Experience 444

Customer Experience Wait times Consulting Consulting 444

Beyond Philosophy

JULY 14, 2022

Here’s a great example of this type of humor from Studio C featuring Scott Sterling’s face : A lot of sarcasm, especially barbed sarcasm where the other person doesn’t pick up on it, would be an example of humor inspired by the Superiority Theory. There are also dark examples. Culture filters comedy and humor.

Coaching 413

Coaching Consulting Consulting Personalization 413

ShepHyken

FEBRUARY 18, 2025

Training employees to care about customers is important, but true leadership is about setting an example. Technology like video conferencing, AI, or automated systems should be used to simplify processes and build meaningful connections. If you want to lead, you have to love people.

Customer Service 219

Customer Service Construction Metrics Feedback 219

Beyond Philosophy

OCTOBER 11, 2024

Colin shares an example of a milkman who improved efficiency but lost personal connection with customers, ultimately losing Colin’s wife business. You need both to find areas of improvement and highlight what’s working well. We also warn about the dangers of over-automating customer experiences.

Feedback 195

Feedback Surveys Personalization Customer Experience 195

ShepHyken

OCTOBER 22, 2024

For example, let’s say you explain how to do something. However, in customer service, sometimes it’s okay for the customer to say no. Here’s why. The word yes forces the customer to commit, and sometimes, that can make them feel uncomfortable. You may ask, “Do you understand?” There is a discomfort.

Customer Service 219

Customer Service Sales Customer Experience 219

ShepHyken

JANUARY 5, 2022

I love to receive great examples of outstanding customer service. What I share with you today is a great example of personalized and proactive communication. While I provide the lessons, the example comes from one of our subscribers, Dawn Mushill, who shared a letter that BarkBox wrote to one of its customers.

Personalization 436

Personalization Customer Experience Customer Service Sales 436

CCNG

OCTOBER 16, 2024

What is true in these two examples is also true in many companies. For example, when a city builds a short bridge over a creek, would it be smarter to go ahead and add an extra lane when doing the initial construction when you fully expect the traffic to increase and an additional lane will be needed within a few years?

CCNG 195

CCNG Construction Consulting Consulting 195

ShepHyken

MARCH 4, 2025

For example, if customers frequently complain about long hold times when calling your competitions customer support, examine your companys response time. Based on what you learn, create a Complaint Prevention Checklist. If customers are frustrated by your competitions complicated return policies, make sure you arent guilty of the same.

Feedback 206

Feedback B2B Customer Service Customer Support 206

CCNG

DECEMBER 11, 2024

For example, given one phrasing of a question, the model can claim to not know the answer, but given a slight rephrase, can answer correctly.” Moreover, it does not offer handy out-of-the-box integrations to your CCaaS or CRM systems for example.

Customer Service 195

Customer Service CCNG APIs Entertainment 195

ShepHyken

FEBRUARY 12, 2025

For example, start with AI handling basic FAQs, then gradually expand to more complex customer interactions as you learn what works. AI can help identify these issues. Think Big, but Start Small : Begin AI implementation with specific, manageable customer service tasks rather than trying to overhaul everything at once.

Customer Service 213

Customer Service Chatbots Feedback Personalization 213

ShepHyken

FEBRUARY 18, 2025

For example, what happens if you have a liberal 30-day return policy and the customer comes to return the item on day 60, insisting they were told the store had a 90-day return policy? Or maybe the customer is argumentative. We have been taught and told maybe even ordered to treat that customer as if they are right. But they are not.

Customer Service 250

Customer Service Customer Experience 250

ShepHyken

JANUARY 21, 2025

A few years ago, I wrote about this and shared the example of Ciari, the manufacturer of guitars that fold in half and fit in a backpack for easy travel. Here is another example: This past summer, a large watermelon cost around $5. But, what if that convenience was built into the product?

Customer Service 198

Customer Service Customer Experience Marketing Technology 198

ShepHyken

JANUARY 28, 2025

For example, many prefer booking their travel through their bank’s credit card programs, which offer points or perks that can be used for flights, hotels, or car rentals. Creating perks that resonate with customers and consistently provide value makes customers use the loyalty programs.

Customer Experience 213

Customer Experience Airlines B2B Banking 213

ShepHyken

DECEMBER 31, 2024

For example, question 17 is What is the biggest CX crime you have witnessed? As we wrap up these 20 questions, it might be an interesting project to take the questions you feel are relevant to you and your business and answer them. But when you do, take a little more time and discuss why the answers are important to you.

Customer Experience 231

Customer Experience Coaching Metrics Customer Support 231

ShepHyken

FEBRUARY 3, 2025

Plus, Vance shares examples of fundamental business transformation through amazing customer experience. Retaining existing customers is significantly more cost-effective than acquiring new ones. Loyal customers who have had positive experiences are more likely to make repeat purchases, spend more over time, and recommend a brand to others.

Marketing 198

Marketing Customer Experience Sales Customer Service 198

AWS Machine Learning

DECEMBER 23, 2024

For example, when a user needs to provide their account number or confirmation code, speech recognition accuracy becomes crucial. In the example conversations, the IVR requests the booking reference from the customer. For ContactFlowName , enter a name for your Amazon Connect contact flow (for example, lex-check-booking-sample-flow ).

Virtual Agent 117

Virtual Agent Consulting Consulting Accountability 117

ShepHyken

OCTOBER 14, 2024

For example, you want to offer the best product or be the easiest to do business with. When these OKRs are focused on the customer, they help companies make decisions that make their customers happy and loyal to the brand. Objectives are qualitative goals describing the end state you want your customers to experience.

Customer centricity 213

Customer centricity Customer Service 213

Beyond Philosophy

MAY 11, 2023

So, for example, the HubSpot definition sounds a bit like the old idea of integrated marketing communications. For example, if someone reads or watches your content, then takes the next step and shares your content or recommends your program or book to their family, friends, and colleagues, they associate themselves with your experience.

Marketing 393

Marketing Customer centricity Feedback Customer Experience 393

PeopleMetrics

JANUARY 23, 2025

Example: A retail chain sees declining CSAT scores for its online checkout process. Example: A telecom provider notices low CES scores in its contact center. Example: An e-commerce company analyzes CSAT feedback using AI. Example: A hotel chain uses AI to evaluate detractor feedback from post-stay surveys.

Metrics 118

Metrics Surveys SaaS Wait times 118

Beyond Philosophy

OCTOBER 5, 2023

For example, England does something that might be helpful here. For example, I took my grandkid to the movies and bought the tickets online. The canonical example would be like a razor and blade model, where you pay one upfront fee for the razor handle, and then you pay an ongoing fee for each blade you buy that goes into it.

Airlines 379

Airlines Consulting Consulting Education 379

TeleDirect

JANUARY 15, 2025

Example: A customer calling about a delayed shipment appreciates an agent who not only resolves the issue but also acknowledges the inconvenience caused. Example: A tech support agent who reassures a frustrated customer and walks them through troubleshooting steps creates a positive experience. Empathy in Action: Real-World Examples 1.

Call Center 126

Call Center Customer Service Healthcare CRM 126

ShepHyken

MARCH 3, 2025

How Patagonias Repairs Program Drives Loyalty and Customer Advocacy by Michael Brady (Retail Dive) Patagonias repair program is just one example of how the outdoor apparel brand has aligned its customer experience with its core values. This is a powerful and important article that everyone should read. Enough said!

Customer Service 198

Customer Service Customer advocacy Healthcare Consulting 198

PeopleMetrics

JANUARY 29, 2025

Example: An e-commerce company embeds a question about product design preferences into its post-purchase VoC survey. Example: A telecom provider integrates feedback from a post call, customer support survey (VoC) and a brand perception survey (market research).

Marketing 116

Marketing Airlines Surveys Feedback 116

PeopleMetrics

JANUARY 24, 2025

Example: A retail chain uses AI to analyze millions of interactions across its website, stores, and call center. Example: A telecom provider sees high Customer Effort Scores (CES) scores in its call center, indicating customers are exerting significant effort to resolve issues. Heres how a few ideas how: 1.

Customer Service 118

Customer Service Chatbots Journey mapping Feedback 118

TechSee

MARCH 11, 2025

Use Case Example: A leading security provider deployed Sophie AI’s Agent Assist with visual AI capabilities to save hundreds of thousands of dollars in service overhead in the first month alone. Seamless CRM, knowledge base, and ticketing integrations are three common examples. How does AI integrate with existing systems?

Customer Service 109

Customer Service Education Self service CRM 109

Beyond Philosophy

AUGUST 18, 2022

For example, many actors are introverts, as well as stand-up comedians. For example, behavioral economics is Situational Psychology. For example, I am curious, naturally. The common misconception is that introverts are shy, timid, and socially awkward. Of course, many teachers are, too. That’s how I learn.

Personalization 367

Personalization Consulting Consulting Management 367