))
Your Call is NOT Important to Us and Other Customer Service Experience Insights from Shep Hyken
Manage episode 470744660 series 3038828
Content provided by Mason Duchatschek and [email protected] (Mason Duchatschek). All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by Mason Duchatschek and [email protected] (Mason Duchatschek) or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://ppacc.player.fm/legal.
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
Learn More with Workforce Alchemy
If you're looking for proven strategies, tools, and secrets to improve leadership, branding, and resilience in business, take the Workforce Alchemy Challenge for free.
👉 Apply here: https://www.WorkforceAlchemy.com
About Our Company
Alchemy was the medieval forerunner of chemistry, based on the supposed transformation of matter. It was concerned with attempts to convert base metals (like lead) into gold. WORKFORCE ALCHEMY is kind of like that, except with people and businesses.
We provide various skill, attitude, and personality-based psychometric assessment tools and training to help employers with employee selection, engagement & retention.
Follow Us:
Facebook: https://www.facebook.com/people/Workforce-Alchemy/100089012713935/
Instagram: https://www.instagram.com/workforcealchemy/
YouTube: https://www.youtube.com/@WorkforceAlchemist
Rumble: https://rumble.com/user/WorkforceAlchemy
#customerengagement #customerservice #customerexperience #csx #customerloyalty #customersatisfaction #hyken #workforcealchemy
Hosted on Acast. See acast.com/privacy for more information.
83 episodes
Share
