The Ticket: Shep Hyken on getting forward of the competitors with distinctive CX

Nowadays, it’s not sufficient to offer “good” customer support.

In keeping with Shep Hyken’s newest Reaching Buyer Amazement report, firms that wish to actually stand out must blow prospects away by offering them with superb experiences they’ll keep in mind. Anybody who merely “satisfies” their prospects dangers dropping them to rivals who go above and past – a reality confirmed by practically 1 / 4 of respondents.

As Shep says:

“Prospects are smarter than ever earlier than about what nice service appears like. They’ve been educated by the distinctive firms on the market. If all they get is an okay expertise from you, they haven’t any reservations about attempting a competitor subsequent time”

This week on The Ticket, Shep, a famend customer support and CX professional, joins Declan Ivory, VP of Buyer Help at Intercom, to debate highlights from his analysis and rising traits shaping the way forward for buyer expertise.

Listed below are some key takeaways from the dialog:

CSAT scores don’t paint the total image: To raised predict buyer loyalty, it is best to look past the standard CSAT. Analyzing buyer habits patterns, like how usually they make purchases, for instance, can present extra insightful metrics.
The ability of personalization: 81% of consumers within the examine mentioned they like customized experiences. By understanding buyer preferences and tailoring your strategy to completely different segments, you possibly can create a extra partaking expertise that’ll preserve folks coming again. AI might help you do that at scale.
Inspiration can come from sudden sources: To remain forward of the curve, regulate what’s trending – even outdoors of your individual trade. Look to firms you personally love doing enterprise with and see for those who can apply any of what they do to your individual expertise.
Human connection stays essential: Regardless of AI turning into extra widespread in customer support, human connection is important for creating superb experiences. Your group’s empathy and care is what’s going to set you aside; AI is what’s going to allow you to do that at a broader degree.

In case you get pleasure from our dialogue, try extra episodes of our podcast. You may observe on Apple Podcasts, Spotify, YouTube, or seize the RSS feed in your participant of selection.