Judgment is a competitive advantage. In the latest episode of Amazing Business Radio, Rachel Orston, @Instructure's Chief Customer Officer, explains why judgment develops through repeated practice, review, listening, and verification. She also shares how Instructure uses customer feedback to shape product decisions and build trust. Customers need to know what their feedback changed, what won’t change, and why. Plus, we discuss how human judgment can help companies safeguard against AI errors. Tune in! hyken.com/amazing-business-r… #customerfeedback #AI #employeeexperience

In this week's top 5, we cover National Customer Service Week, the CX engineer, CX lessons in the AI era, and more. hyken.com/customer-experienc… #customerservice #customerexperience #CX

AI can handle the predictable. But customer service is full of situations that don’t have a predictable answer. That’s why good judgment matters more than ever. Thanks to Rachel Orston and @Instructure for the conversation and insights. Read more: forbes.com/sites/shephyken/2… #customerservice #customerexperience #CX

In this week's top 5, we read about customer service lessons from the Disney Institute, consumer loyalty, profitability, holiday CX, and more. hyken.com/customer-experienc… #customerservice #customerexperience #CX

Commit to being better today than yesterday. Adopt it as your professional aspiration. Whenever you interact with a customer or a colleague, aim to be so good that you raise the bar—no matter how good you were last time.

Convenience gets customers to buy. Its purpose gets customers to feel good about who they are buying from. And the overall experience gives customers something to talk about. It’s obvious that Who Gives a Crap is a company that really does give a crap about its customers and the planet. hyken.com/customer-service-s… #customerservice #customerexperience #CX

What keeps customers coming back: discounts, loyalty points, or the experience you deliver every time? In this week's Amazing Business Radio, @ed_howie, Founder & CEO of Lifelong Customers®, shares how to keep customers coming back for life by training frontline employees to deliver consistent service and building a simple system focused on retention instead of acquisition. Plus, Shep and Ed discuss why the most successful brands don’t need a traditional loyalty program to keep customers coming back. Tune in! hyken.com/amazing-business-r… #customerservice #customerexperience #CX

Leaders don’t have to be the source of every good idea. On this week's Amazing Business Radio, Clifford Hudson shares the importance of staying open to opportunities, watching where customers are headed, and recognizing ideas that can improve the business. During his 35 years at Sonic, @jcliffordhudson helped grow sales from $300 million to $4.5 billion and locations from about 900 to 3,600. That kind of growth takes more than having the answers. It takes listening, spotting what works, and executing well. Listen to more of Cliff's insights on this week's episode! hyken.com/amazing-business-r… #customerservice #customerexperience #CX

My customer service and CX research supports this, as kind and helpful employees are ranked as the top reason customers come back. Conversely, rudeness and apathy are the top reasons customers leave. You can teach employees many things, such as how to answer the phone and use the computer, and equip them with product knowledge. And you can even teach them what to say to customers. That’s the word set. But even with the right knowledge and word set, employees still need the right mindset: “I truly want to help this customer.” youtu.be/Ekox0M6cvfM?si=vxis… #customerservice #customerexperience #CX

Gratitude is a vitally important habit. Amazing people appreciate everything they have, both the good and the bad. Why the bad? Because they know they can learn from it, which makes them even better.

Earlier this year, I wrote about the idea that we should have a one-word description to define the problem we solve for our customers. I used my keynote speaking and consulting business around customer experience as an example. The one-word problem I solve for my clients is churn. Ever since I wrote that article, I’ve been giving a lot of thought to the reason behind churn. Why does it happen, and how can we reduce or eliminate churn? Here are five ways to lower churn and get customers to return: youtu.be/WqGSFUfQTIY?si=S7T1… #customerservice #customerexperience #CX

Customers want information. But that doesn’t mean they want all the information. There’s a difference. Salespeople and customer support reps sometimes believe that more explanation creates a better customer experience. So, they overexplain, thinking that this will reassure the customer. They may go into detail about a company policy, why it exists, what they can’t do, why they can’t do it, and more. While their intentions may be good, the result may not be. hyken.com/customer-service-s… #customerservice #customerexperience #CX