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How to Disrupt Your Competition

ShepHyken

Less than one week before the release of my new book, The Convenience Revolution: How to Deliver a Customer Service Experience That Disrupts the Competition and Creates Fierce Loyalty , so I thought it appropriate to share some thoughts on how being easy – or convenient – can give you a competitive advantage over your competition.

Guest Blog: How Live Chat Can Improve Conversion Rate For Your Business

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This week we feature an article by David Olson who shares tips on how to use live chat software correctly. – Shep Hyken. The modern marketplace offers many different ways to make your business and employees more productive.

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We’ll Be Stronger When This Is Over

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I see light at the end of the tunnel. While we’re not back to “business as usual,” we are starting to see business reopen and adapt to a new normal. I’ve made many observations over the past couple of months, some of which have found their way into my weekly posts.

The Peace of Mind Call

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My friend Stacy Sherman , head of customer experience at Schindler Elevator Corporation , is personally dedicated to “humanizing business.”. She is not only “in the trenches,” working in the customer service and experience world, she has also been recognized as a customer experience thought leader.

ABCs of Data Normalization for B2B Marketers

Data normalization. It’s not a far stretch to suggest that the topic isn’t exactly what gets marketers excited in their day-to-day workflow. However, if lead generation, reporting, and measuring ROI is important to your marketing team, then data normalization matters - a lot. In this eBook, we’ll break down the ins and outs of data normalization and review why it’s so critical for your marketing strategies and goals!

Don’t Let Your Customers Fall in the Expected Experiences Gap

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I’ve written about the concept of a “gap” a number of times over the years. Each time, the gap was different. The first time, I shared Dan Sullivan’s principle about the gap between the goal you wanted to achieve and your actual results, if you didn’t hit the goal. The difference was the gap.

Put Some Fun Into Serious Business

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The other day I was talking to my friend and fellow customer experience (CX) expert, Dan Gingiss. He shared how he’s seen businesses take something that is either really boring or very serious—or both—and make them entertaining. He gave a great example.

There’s Magic in Managing the Details

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“Detail is no detail.”. I’m not sure where I heard this first. I even did a Google search and couldn’t find it. Maybe I made it up. If I did, this is what I meant by it: details are important. They must be purposeful.

Four Lessons From The Cult Of The Customer

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It’s almost here… the updated and revised edition of The Cult of the Customer. If you’re reading this article the week it’s posted, then this is a sneak preview of a few of my favorite quotes from the book.

Guest Post: Be The Best Decision Your Employees Ever Made

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This week we feature an article by John R. DiJulius III , Chief Revolution Officer of The DiJulius Group. He writes about building a company culture that both empowers and enhances the employee experience, especially during a worldwide crisis. Your company’s employee experience is on center stage.

Why Smoking Costs Employers More Than They Realize

Your employees are smoking, and at a cost of $7,000 per year for each employee who smokes, that adds up - fast! This free report will show you how an effective cessation program pays for itself.

Amazing Business Radio: Cameron Weeks

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Machine Learning in the Customer Experience. How to Utilize Technology to Create a Better Customer Experience. Shep Hyken interviews Cameron Weeks. They discuss strategies for improving both the employee experience and the customer experience using machine learning technology.

A Reason to Smile During the COVID-19 Pandemic

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I’m going to switch up my typical customer service and experience content to share a little motivation. My buddy and fellow professional keynote speaker, Joey Coleman , is one smart dude. He made a great observation about the way people are reacting to the COVID-19 pandemic.

Amazing Business Radio: Jeff Nicholson

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Leading with Empathy. Revolutionizing Your Customer Service for an Uncertain Future. Shep Hyken interviews Jeff Nicholson of Pegasystems. They discuss strategies for supporting your customers and employees during uncertain times, and how to improve the technology behind your customer experience.

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Guest Post: Now is the Time to Implement Effective Ways to Gain and Retain Customer Loyalty

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This week we feature an article by Rakshit Hirapara , a content marketer at LoyaltyXpert. He shares different strategies businesses should implement during a world crisis in order to gain and retain customer loyalty. COVID 19 is proving to be like an earthquake.

Vanilla Conversations: A Virtual Conference on May 19-21

Communities are important. They help us learn, grow, share and most importantly, connect—which is especially important during these difficult times. But creating great communities that serve this purpose, or any purpose, can be difficult to perfect, even for the seasoned community manager or enterprise organization. That's why we've created The Virtual Community Expo. Join Vanilla Forums for their free 3 day expo, where you'll hear from nearly 30 speakers on all things that matter in the community space. We can't meet in person, and so, this is where the conversation continues.

Guest Post: How to Walk the Customer Experience Tightrope

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This week we feature an article by Tom Libretto, chief marketing officer at Pegasystems. He explains the importance of finding the right balance when providing the customer experience. For most of us, the idea of walking a tightrope with no safety net to break our fall would be our worst nightmare.

The Cult of Amazement

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In the updated and revised edition of The Cult of the Customer , I cover the concept of amazement. This may be old news to my followers, but it is worth repeating. Amazement does not come from a WOW or over-the-top experience. Those happen on occasion, especially when problems are handled well.

Guest Post: 5 Ways a Ticketing System Empowers CS Teams to Build a Delightful Experience

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This week we feature an article by Dwayne Charrington , a technical writer currently associated with ProProfs Help Desk. He shares the benefits of incorporating a help desk ticketing system into your business. Experience-led businesses have 1.7x higher customer retention, 1.9x return on spend, and 1.6x

The Worst Thing That Happens Is Your Customer Loves You

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What if the worst thing a customer ever said about you was, “I love you!”? Even on a bad day, you’re still so good that they love you! Are you that good? Do customers love you even when there’s a problem or complaint? Here are six ways to make customers love you no matter what!

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Get More Value from Contact Center Performance

This whitepaper has provided some suggestions for KPIs that you may want to use. Once you’ve chosen your KPIs, make sure that you’ve communicated the importance of these metrics to all employees in your contact center, as well as how you expect them to be achieved.

Once Upon A Time In Businessland

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Today I share with you a fable. Once upon a time a great genie paid a short visit to the town of Businessland, where he happened upon three entrepreneurs, each of whom wanted to open an ice cream shop.

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The Employee Experience Starts with the Hiring Process

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Every company wants to have good employees. More importantly, they also want the right employees. There’s a difference. The smartest person in the world may not end up being a good cultural fit for a company.

Your Emergency Response Plan—Be Prepared

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One of our Shepard Letter subscribers, Tom Korff, wrote in with an important question: how should customer support agents handle callers who are threatening to harm themselves and/or others? This is a serious topic.

Amazing Business Radio: Eric Chester

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Start by Being a Great Place to Work. Hiring the Right Employees to Deliver Exceptional Customer Service. Shep Hyken interviews Eric Chester.

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The 2019 Technographic Data Report for B2B Sales Organizations

In this report, ZoomInfo substantiates the assertion that technographic data is a vital resource for sales teams. In fact, the majority of respondents agree—with 72.3% reporting that technographic data is either somewhat important or very important to their organization. The reason for this is simple—sales teams value technographic data because it makes essential selling activities easier and more efficient.

The Last Customer on Earth

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What if you only had one customer left to do business with? Maybe this was the last customer on earth? Norman Beck—my friend and faithful reader of The Shepard Letter —and I were talking about this idea and he shared another way of looking at it.

5 Top Customer Service Articles For the Week of May 4, 2020

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Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Customer Experience is the way! But where is its value?

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Amazing Business Radio: Bob Chapman

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Employees Matter. Care for Your Employees and They Will Care for Their Customers. Shep Hyken interviews Bob Chapman. They discuss his leadership philosophies and approach to creating a “truly human” culture of caring.

Amazing Business Radio: Daniel Ramsey

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Working Remotely in Times of Crisis. How to Stay Productive and Deliver Amazing Customer Experiences from Far Away. Shep Hyken interviews Daniel Ramsey, CEO of MyOutDesk.

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The Time-Saving Power of Intent Data for Sales

By using the power of intent data, capturing buyer interest has become more feasible for sales. Not only that, but using it will save immense time during your workflow; a win-win on all fronts.

5 Top Customer Service Articles For the Week of March 9, 2020

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Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too.

Batteries Included

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“There are two kinds of people: Batteries Included and Batteries Not Included.”. That quote comes from Dan Sullivan, founder and president of the Strategic Coach program. If you’ve been following my work, you’ll probably recognize his name.

The Boss Can Kill the Customer Service Buzz

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Back in my high school and college days I worked at a gas station. We were a self-service station, so our role was that of cashier more than anything else. One very cold morning I noticed an elderly woman drive into the station. She was probably 80 years old.

Amazing Business Radio: Jonathan Lerner

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Proactive Customer Service in Times of Change. Building Resilience into Your Customer Service Strategy for Today… and Beyond. Shep Hyken interviews Jonathan Lerner. They discuss how digital technologies can support employees in delivering outbound, proactive customer service that truly delights.

How ZoomInfo Enhances Your Database Management Strategy

Forward-thinking marketing organizations have continuously invested in a database strategy for enabling marketing processes. Download this ebook to learn how to maintain a strategy that includes refreshed information, database cleanses, and an accurate analysis at the same time.

How Do You Really Know If You’re Doing a Good Job?

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I could have titled this article “Box of Donuts Research,” but you would have no idea what that means. I’ll explain in a moment. There are plenty of ways to get feedback. You can survey customers over the phone, via email, in focus groups and more. You can get objective and subjective feedback.