service experience
The Secret to Outperforming the Competition: It’s Not Just About Customers
Shep Hyken | September 12, 2024
In a recent Amazing Business Radio episode, I interviewed Rony Vexelman, the VP of marketing at Optimove, who said, “Companies that put their customers at the center are the companies that are outperforming their competition.” Who would disagree with that statement? Well, Heather Quick Ginevan did, and she included a great explanation in just one sentence. She said, “I disagree – I think companies that put their employees at the center are the companies that outperform their competition.” Well said, Heather … and I agree. Her point is that if you put employees first and show them they are valued and appreciated, a great ...
Meeting Expectations Versus Managing Hope
Shep Hyken | July 20, 2023
By Shep Hyken At a recent customer service presentation, the speaker who preceded me said that we must do better than simply meeting our customers’ expectations, and he shared some stories of truly amazing service experiences. Then it was my turn to speak. I didn’t want to contradict him, but I needed the audience to understand that it is impossible to go above and beyond with customers at every interaction. Sometimes meeting expectations is a perfect experience. In my customer service keynote speeches, I talk about Managing the Moment. The idea comes from Jan Carlson, and if you’ve been following me, you will recognize t...
7 Customer Service Experience Trends to Watch in 2023
Franck Louveau | March 2, 2023
By Franck Louveau As customer expectations continue to evolve, customer service trends are adapting at pace. Businesses from all industries must keep up with emerging customer service experience trends to meet customer expectations and foster better customer relationships which is critical for remaining competitive in the respective market. This blog takes a deep dive into the top 6 customer service experience trends to watch in 2023. Customer service developments in the recent past The past year has ushered in a new paradigm for customer service and customer experience across all industries. The following are some of the latest indus...
