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How to Disrupt Your Competition

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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.

A Boring Customer Service Experience—That’s What Our Customers Want

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Call me boring, but I want the same thing every time—at least when it comes to customer experience. I want it to be good. I want it to be consistent. I want to predict the experience I’m going to have with the people and places I do business with.

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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.

Another Way to Amaze Your Customers – Pay Attention

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I recently wrote about taking the extra step to deliver amazing service. There were three steps: pay attention, care about your customers and put forth extra effort. For this article, I want to focus on the first step—paying attention. Paying attention is more than just the first step.

Would You Fight to Make Your Customers Happy?

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These are the kind of people—and the kind of company—you want to do business with. First, a little background. I was having a conversation with a colleague and came up with the idea that you shouldn’t have to fight with a company to get your problem resolved or for them to make you happy.

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How to Measure Customer Retention

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Get ready to do a little math. While not my typical lesson, this is very important. It’s about customer retention—which can lead to customer loyalty. Loyal customers are important to all businesses regardless of industry or size—large, small, B2B or B2C.

Taking the Extra Step to Deliver Amazing Service

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Sometimes a little creativity and extra effort can make a big difference in the customer experience.

You Can’t Automate Your Customer Relationship

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I recently wrote an article in Forbes about how three out of four customers are more loyal to your employee than your business. This research came from OnePoll on behalf of DaySmart Software.

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.

Would You Please Leave a Review About Your Experience?

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Getting customers to review their experience with you is powerful.

Amazing Business Radio: Chuck Surack

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The Golden Rule in Customer Service. Empowering Employees to Take Care of the Customer—Always. Shep Hyken interviews Chuck Surack , Founder and CEO of Sweetwater. They discuss strategies for building a culture of amazing customer service and experience.

Guest Post: Combine Customer Service and Customer Experience to Grow Your Business

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This week we feature an article by Ashwini Dave , a digital marketing expert at Acquire. She explains the difference between customer service and customer experience and shares how implementing both into your business creates success.

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.

The Incomplete Answer

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I recently wrote about the expected experiences gap , where the customers’ expectations—based on the experiences they have with their favorite companies—are higher than what they receive from the company they are currently doing business with.

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: Can I Ever Trust You Again?

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This week we feature an article by Jeremy Watkin, a Product Marketing Manager at 8×8. He shares his experiences with different companies that broke his trust as a customer, as well as ways for companies to repair customer trust.

Ridiculous Interpretation of Rules

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This is one of those unbelievable customer service stories that borders on the ridiculous. I actually thought I was in the middle of a Seinfeld episode—or maybe there was a hidden camera hoping to get a crazy reaction to the interaction I’m about to share with you.

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.

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.

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.

Guest Post: How to Attract New Business During COVID-19

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This week we feature an article by Derek Goodman, entrepreneur and creator of Inbizability. He shares some tips on how to gain new customers during difficult economic situations, such as the COVID-19 pandemic. Just a few months ago, your business was as busy as ever.

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Amazing Business Radio: Ramon Ray

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Tools of Amazing Customer Experience. How Big and Small Businesses Can Improve CX. Shep Hyken interviews Ramon Ray , founder of Smart Hustle Media. They discuss various strategies and tools that businesses large and small can use to create amazing customer service and experience.

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: 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.

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.

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.

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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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.

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

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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Upgrade Your Customer Support Rep to a Customer Support Professional

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The other day I was talking with a gentleman who was as passionate about customer service and experience as I am. He had worked with support centers and we were discussing how important the team in a customer support center is to an organization.

Amazing Business Radio: Patricia Fripp

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The Secret to Success is Good Customer Service. How to Use Customer Service Stories to Teach, Inspire and Reward. Shep Hyken interviews Patricia Fripp , CSP, CPAE, speech coach and customer service expert.

Guest Blog: How Does AI Marketing Help Drive Customer Engagement?

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This week we feature an article by Lindsay Tjepkema who writes about how artificial intelligence marketing (AIM) is becoming more important to our success in engaging with customers.

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.

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.

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 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.

A Dramatic Change Doesn’t Have to Be a Traumatic Change

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The word dramatic is a great word. When you use it to describe changes you make to improve customer service, it has a positive meaning. It sounds like you’re making big changes for the better. However, if you shorten the word to drama , it takes on an entirely different meaning—one that’s negative.

Amazing Business Radio: Jim Gilmore

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Excellent Service in an Experience Economy. How to Create an Experience That Wins Customers. Shep Hyken interviews Jim Gilmore. They discuss the new edition of The Experience Economy: Competing for Customer Time, Attention, and Money , which Jim co-authored with Joseph Pine.

5 Top Customer Service Articles For the Week of February 17, 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.