Your Call is NOT Important to Us and Other Customer Service Experience Insights from Shep Hyken

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

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