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 232

Feedback Government Customer Service Customer Experience 232

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 205

Customer Support Customer Service Customer Experience 205

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 257

Customer Service Customer Experience Customer retention 257

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 226

Customer Service Construction Metrics Feedback 226

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 226

Customer Service Sales Customer Experience 226

ShepHyken

APRIL 13, 2025

For example, one of the articles in this weeks roundup is about restaurants. I love the second example where Chuze Fitness, a chain with 50 locations) brings hospitality into the gym. My Comment: I love learning from different companies and industries. Here are three ways fitness centers keep their members/customers coming back. (I

Customer Service 167

Customer Service Surveys B2B Self service 167

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

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

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 220

Customer Service Chatbots Feedback Personalization 220

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

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 205

Customer Service Customer Experience Marketing Technology 205

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 256

Customer Service Customer Experience 256

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 220

Customer Experience Airlines B2B Banking 220

AWS Machine Learning

APRIL 9, 2025

For example, an agent might select the wrong tool or use correct tools with incorrect parameters. We explore the patterns available using a Human Resources (HR) agent example that helps employees requesting time off. Lets consider our HR agent example. The following screenshot shows an example with our HR agent application.

APIs 121

APIs Entertainment Enterprise Feedback 121

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 238

Customer Experience Coaching Metrics Customer Support 238

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 121

Virtual Agent Consulting Consulting Accountability 121

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 205

Marketing Customer Experience Sales Customer Service 205

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 212

Feedback B2B Customer Service Customer Support 212

CCNG

APRIL 3, 2025

Whats Next for CX? The next generation of Customer Experience Centers will be defined by: Predictive AI Businesses will be better able to anticipate customer needs before they arise, reducing friction and enhancing satisfaction.

Contact Center 195

Contact Center Customer Experience outsourcing Analytics 195

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 220

Customer centricity Customer Service 220

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

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

AWS Machine Learning

APRIL 3, 2025

As an example, climbing a wind turbine in bad weather for an inspection can be dangerous. The following figure shows an example of the user dashboard and drone conversation. The following figure is an example of drone 4K footage. Plus, even the best human inspector can miss things.

APIs 116

APIs Telecommunications Enterprise Best practices 116

AWS Machine Learning

NOVEMBER 22, 2024

Configure any auxiliary AWS services needed for your customer service workflow (for example, Amazon DynamoDB for order history). For example, CustomerServiceGuardrail-001. For example, Working draft. For example, Working draft. For example, Respond to customer queries.

APIs 123

APIs Chatbots Enterprise Customer centricity 123

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

AWS Machine Learning

FEBRUARY 21, 2025

Whether youre new to AI development or an experienced practitioner, this post provides step-by-step guidance and code examples to help you build more reliable AI applications. Lets walkthrough an example of how this solution would handle a users question. For example, if the question was What hotels are near re:Invent?

Engineering 125

Engineering APIs Analytics Enterprise 125

AWS Machine Learning

MARCH 27, 2025

We also showcase a real-world example for predicting the root cause category for support cases. For the use case of labeling the support root cause categories, its often harder to source examples for categories such as Software Defect, Feature Request, and Documentation Improvement for labeling than it is for Customer Education.

Education 113

Education Engineering APIs Enterprise 113

ShepHyken

OCTOBER 17, 2023

For example, open-ended questions allow you to gather more information. An example would be, “Can you please tell me what was happening right before the problem began?”  A follow-up question such as, “Can you elaborate on that?”

Coaching 378

Coaching Customer Service Customer Experience 378

ShepHyken

JANUARY 12, 2025

Hubermans example is perfect: Its the difference between offering an umbrella in the middle of a storm versus predicting the rain and suggesting it before the clouds gather. With predictive analytics, you dont react to the customers past behavior. You anticipate what customers want and need.

Customer Service 187

Customer Service Customer retention Personalization Sales 187

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