{"id":3221,"date":"2017-11-16T11:24:14","date_gmt":"2017-11-16T11:24:14","guid":{"rendered":"https:\/\/www.walkme.com\/blog\/?p=3221"},"modified":"2017-11-16T11:24:14","modified_gmt":"2017-11-16T11:24:14","slug":"shep-hyken","status":"publish","type":"post","link":"https:\/\/www.walkme.com\/blog\/shep-hyken\/","title":{"rendered":"Shep Hyken: Customer Service Doesn\u2019t Cost \u2014 It pays"},"content":{"rendered":"

If you are in the customer service industry, you have probably heard of Shep Hyken<\/a>. As Chief Amazement Officer of Shepard Presentations<\/a>, his mission is to bring customer experience to the forefront of businesses\u2019 strategy.<\/p>\n

Hyken has accumulated a wealth of knowledge on the art of facilitating exceptional service. He works with leading organizations to create what he calls customer service \u201cmoments of magic\u201d to drive customer satisfaction and loyalty. You can also catch Hyken\u2019s CX vision in his bestselling books and speaking sessions worldwide.<\/p>\n

We spoke to Hyken to get a front-line look at how the customer service world is changing,\u00a0where innovative technology can help<\/a>, and the common pitfalls to avoid. Learn more about how investing in customer service can help drive your bottom line.<\/p>\n

WalkMe: If customer service had a tagline what would it be?<\/strong><\/em>\nShep Hyken:<\/strong> Our personal mantra here at Shepard Presentations is \u201calways be amazing!\u201d. Another one I like is, \u201ccustomer service is not a department, it is a philosophy.\u201d<\/p>\n

WalkMe: Which companies do you consider to be leaders in customer service, and why?<\/strong><\/em>\nShep Hyken:<\/strong> It\u2019s almost a cliche in the world of customer service, but Amazon, in my mind is one of the most exemplary companies when it comes to customer experience. They prioritize customer convenience. The platform is easy to use, and as a company, they are responsive when there is a problem. If you want to go from A-Z, then Zappos \u2014 owned by Amazon \u2014 so no surprise there.<\/p>\n

WalkMe: What are 3 things every customer service \u201cmoment of magic\u201d has in common?<\/strong><\/em>\nShep Hyken:<\/strong> That is an interesting question. First of all, I would say a moment of magic is always a better-than-average interaction. Number two, it is purposeful. It doesn\u2019t happen by accident. People are properly trained, the system is set up to facilitate a certain level of service.<\/p>\n

\"Customer<\/p>\n

Lastly, it needs to be predictable. I need to know that when I deal with a certain company, I will always have a certain quality of experience. Companies with great customer service are the ones purposefully and consistently creating above-average interactions.<\/p>\n

WalkMe: What do you think most businesses lack when it comes to providing a superior customer service?<\/strong><\/em>\nShep Hyken:<\/strong> There are a couple things. Number one: It is not in their culture. Customer service is still defined as a department \u2014 this goes back to the tagline. Number two, the people are not properly hired, and three,\u00a0the reps are not properly trained<\/a>.<\/p>\n

WalkMe: Scaling customer service can reduce the quality of service. Do you have any tips for companies experiencing growing pains?<\/strong><\/em>\nShep Hyken:<\/strong> You can\u2019t afford to let scaling business interfere with the consistent experience the customer has. Inconsistency erodes trust and confidence in the company. So the only way you can grow customer loyalty is if every interaction \u2014 regardless of your growth, or the channels of service you add \u2014 offers a consistent experience on par with the expectation you have created.<\/p>\n\n

\n

\u201cLoyal customers buy more, they spend more, and they talk about you, reducing marketing costs.\u201d<\/h2>\n<\/blockquote>\n

WalkMe: As AI and bots become a more popular option for customer support, how should companies decide when to use automation vs. humans?<\/strong><\/em>\nShep Hyken:<\/strong> Automation and bots are great for lower levels customer interactions<\/a> such as changing a billing address, adding to an order, or checking a balance. Those basic customer service questions can be handled very easily by artificial intelligence. The AI or bot must be able to recognize the customer\u2019s question contextually, regardless of misspelling or word choice. If it senses something more complex, it should be able to seamlessly switch over to a human<\/em>.<\/p>\n

I think it is important for companies to decide at what point automation stops making sense. In other words, where does the customer start to have friction and struggle with the responses? It is also the company\u2019s job to educate customers on using technology and self-service. If you have customers on the phone, you can let them know that they could have reached the same result with a shorter wait time through self-service.<\/p>\n

\"Customer<\/p>\n

Provide incentives to use technology instead of calling or emailing support. I\u2019ll give you an example, I just received an email from the hotel I am staying at tomorrow saying that if I check in through their app, I will receive an extra 500 points. In a sense, these companies are bribing customers to use their online options. Airlines have employed a similar method to shift passengers from in-person check-ins to online.<\/p>\n

This switch allows lower level customer service reps to be trained on more sophisticated customer problems and channels…and maybe even some are upgraded to a higher tier of support. So this move is really strategic to\u00a0increase customer satisfaction and retention.<\/p>\n

WalkMe: What excites you about the future of customer service? What concerns you?<\/strong><\/em>\nShep Hyken:<\/strong> These questions go hand in hand. The future excites me because a huge number of companies \u2014 80-90% \u2014 are recognizing that customer service and CX is the key differentiator of their business. This excites me for several reasons: it is amazing for the customer, and it is great for my line of work.<\/p>\n

What concerns me is that if you read this statistic: 62 billion dollars lost due to the poor customer service \u2014 and that is up 52% from the year prior\u00a0\u2014 it looks like the level of customer service is going down. It’s not.<\/p>\n

If you look at the statistics from the American Customer Satisfaction Index you\u2019ll see that in virtually every industry, including the government, customer satisfaction is on the rise. However, these scores aren\u2019t keeping pace with the rockstars of the customer service world. What that means is that even if a customer is doing better, it still isn\u2019t good enough.<\/p>\n

Instantly boost your customer experience.<\/a><\/em><\/strong><\/p>\n

I am excited when I see articles that say when you invest in a stock portfolio that is focused on companies the best service, you outperform the S&P. That is proof: Customer service doesn\u2019t cost. It pays. The dividend comes in the form of dollars and it comes in the form of happier customers. Loyal customers<\/a> buy more, they spend more, and they talk about you, reducing marketing costs.<\/p>\n\n

\n

\u201cCustomer service doesn\u2019t cost. It pays.\u201d<\/h2>\n<\/blockquote>\n

WalkMe: Great! Thank you so much, Shep. Any last thoughts?<\/strong>\nShep Hyken:<\/strong> I just want to circle back to what we talked about this at the beginning: the customer experience has to be a part of company culture. A lot of people think of customer service as the department customers call when something goes wrong. In reality, it is every employee\u2019s job to contribute to the customer experience. It starts at the warehouse producing the good and continues long past when the customer receives the service or product.<\/p>\n

Every single person in an organization has an impact on the customer \u2014 and everyone should be trained with this philosophy in mind.<\/p>\n

\"Shep<\/p>\n

Bio<\/strong>\nShep Hyken is a customer service and experience expert and the Chief Amazement Officer of Shepard Presentations. He is a New York Times and Wall Street Journal bestselling author and has been inducted into the National Speakers Association Hall of Fame for lifetime achievement in the speaking profession. His latest book, \u201cBe Amazing or Go Home: Seven Customer Service Habits that Create Confidence with Everyone\u201d<\/a> was recently released. Shep works with companies and organizations who want to build loyal relationships with their customers and employees.<\/em><\/p>","protected":false},"excerpt":{"rendered":"If you are in the customer service industry, you have probably heard of Shep Hyken. 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