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 236

Feedback Government Customer Service Customer Experience 236

ShepHyken

APRIL 22, 2025

One of my favorite examples comes from an Ace Hardware store. Even if the sale goes to a competitor, the customer will realize youre more interested in getting them what they want and need versus making a sale, which can go a long way in building trust that takes the relationship to a higher level.

Sales 230

Sales Customer Service Customer Experience 230

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 208

Customer Support Customer Service Customer Experience 208

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 260

Customer Service Customer Experience Customer retention 260

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 230

Customer Service Construction Metrics Feedback 230

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 230

Customer Service Sales Customer Experience 230

CCNG

MAY 7, 2025

Yuval Harari (and unhappy when our marketing team promises luxury and delivers…well, something less than that) In the business world, especially in customer experience, this equation is everything: Customer Satisfaction = Reality Expectations Let me give you two examples from the trenches. First, a win. People were thrilled.

CCNG 195

CCNG Government Wait times Call Center 195

ShepHyken

APRIL 29, 2025

I can go on with numerous examples. Online grocery delivery services shop for your food and deliver it so you dont have to spend time in the store, pushing the cart, waiting in line to check out, and like Amazon, you dont even have to drive to the store.

Wait times 208

Wait times Customer Service Customer Experience 208

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

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 223

Customer Service Chatbots Feedback Personalization 223

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

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 208

Customer Service Customer Experience Marketing Technology 208

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 168

Customer Service Surveys B2B Self service 168

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 223

Customer Experience Airlines B2B Banking 223

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 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 259

Customer Service Customer Experience 259

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 241

Customer Experience Coaching Metrics Customer Support 241

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 208

Marketing Customer Experience Sales Customer Service 208

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 216

Feedback B2B Customer Service Customer Support 216

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 223

Customer centricity Customer Service 223

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

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

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

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

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 119

APIs Chatbots Enterprise Customer centricity 119

CCNG

APRIL 23, 2025

To offer some real-world insight, here is a case study that shows examples of issues Ive referenced above. The work we performed showcases the benefit of what WFM brings to the table and how it can drive value to your business, reduce costs and improve the experiences of both your internal employees and customers.

Management 195

Management Construction Customer retention Healthcare 195

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 190

Customer Service Customer retention Personalization Sales 190

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 382

Coaching Customer Service Customer Experience 382

ShepHyken

AUGUST 29, 2023

I had no idea that years later, I would write about this example in one of my books, Amaze Every Customer Every Time. Another example of this “helpful” level of service happened at B&H Photo. It was the same price, yet it sounded so much better. What I love about these examples is that the focus was on selling me the best.

Sales 320

Sales Customer Service Customer Support Customer Experience 320