Journey Mapping Your Way to a Better Customer Experience

Shep Hyken sits down with Doug Sandler to discuss journey mapping, important customer service skills, and assessing risk and value throughout your customer journey.

TOP TAKEAWAYS:
     •Doug shared five traits that can improve your customer service skills in 30 days or less. He calls them the Nice Guy 30:
          1. Return Every Phone Call
          2. Return Every E-Mail
          3. Deliver Every Promise
          4. Be on Time, Every Time
          5. Connect Twice a Day
     •A Journey Map is the representation of the entire customer experience, from their first interaction with your organization to becoming a customer or referrer and every interaction in between.
     •Journey mapping allows you to visually represent the experience the customer has throughout the entire process of doing business with you. It can help your management, the people working for your organization and even your customers.
     •Journey mapping allows you to see where your customers are having friction points and where you're having internal friction caused by employee overlap. Once you’ve identified a potential problem, it becomes easier to fix.
     •Consider including your customers in the journey mapping process, because they can look at things from a different perspective. It’s important you speak with happy customers as well as angry “ex” customers.
     •Doug shared a “risk-quadrant” that allows organizations to determine the risk and value of specific steps along the customer journey. Do your best to add low-risk, high-value opportunities and eliminate high-risk, low-value opportunities.
          •High-risk, low-value - A high-risk, low-value opportunity is a place where your customer is likely to get stuck in your system and not be satisfied with the end result.
          •Low-risk, high-value - A low-risk, high-value opportunity is easy for you to do and it enhances the customer experience.

30 Days to Better Customer Service Featuring Guest Doug Sandler

Shep Hyken shares Six Convenience Principles from his latest book, The Convenience Revolution that will either disrupt the market or be disrupted. You don’t have to compete with all six convenience principles but if you can’t find one or two areas where your organization can raise its game, prepare to be disrupted! 

TOP TAKEAWAYS:
6 Convenience Principles
Reduce Friction – Make doing business with you as easy as possible.
Self-service – Let your customers control the transaction/interaction.
Technology – Create new processes, tools and ways of interacting that make life easier for customers.
Subscription – Establish automated, scheduled delivery of products and services that people use on a regular basis.
Delivery – Bring the product to the customer, rather than making the customer go to the product.
Access – Be available to your customers by location and/or hours of operation.

ABOUT:
Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio. To learn more about the latest book visit www.BeConvenient.com.

This episode of Amazing Business Radio with Shep Hyken answers the following questions … and more:

What is the most convenient company to do business with?
How can I use convenience to create better customer experiences?
How can I be more convenient to create a better customer experience?
How can I disrupt my competition?
How can I take my customer service to the next level?

The Convenience Revolution

How to Turn Customer Feedback Into Gold

Shep Hyken sits down with Sean McDade. They discussed how to create a consistent customer experience, why you should listen to your customers (and what to do with what they tell you), and how you can create a customer-centric organization.

TOP TAKEAWAYS:
•	Sean defines being customer-centric as, “Consistently listening to customers and empowering your organization to take what customers are saying and do something about it.”
•	Simply listening to your customers isn’t enough. You have to align your organization to enable people to take action towards putting the customer at the center of your company.
•	Great companies who get great ROI out of listening to customers follow up on every bad customer experience. They find out what went wrong and they make it right with that customer. Then they fix the common reasons that caused those bad experiences so that they might not happen again.
•	The customer experience is everything the customer experiences with your company. This includes people, employees, products/services, and websites. A good customer experience has consistency across all touchpoints that a customer has with an organization.
•	If a customer has a positive experience with your organization, ask them who provided that good experience and what they did. This will allow you to recognize good people within your organization and duplicate their positive actions.

ABOUT:
Sean McDade Ph.D. is the CEO and founder of PeopleMetrics. For over 20 years, he’s helped companies get closer to their customers by systematically listening and improving the experience. He wrote the book Listen Or Die: 40 Lessons That Turn Customer Feedback Into Gold.

Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio.

Listen to Your Customers... Or Die Featuring Guest Sean McDade

Inspiring Emotional Commitment from Employees and Customers

Shep Hyken sits down with Keith Alper to talk about his new book, From Like to Love. They discuss how to create a loving employee culture, the five basic needs of employees, and what millennials want in the workplace.

TOP TAKEAWAYS:
•	Keith says that employees have five basic needs. Successful organizations with great employee engagement and culture share a lot of these five basic needs.Keith says that employees have five basic needs. Successful organizations with great employee engagement and culture share a lot of these five basic needs.
      1.	As an employer, you genuinely care about me.
     2.	I trust you and you trust me.
     3.	You listen to me.
     4.	You appreciate me for who I am and you tell me so.
     5.	We share a meaningful purpose.
•	Meeting your employees’ basic needs and creating a loving employee culture is a 24/7 commitment from the top all the way down through the organization.
•	Millennials are collaborative and think in groups and tribes. Being able to view their peers in the workplace as a family is important and will move them from like to love.
•	Since people spend most of their time at work, it’s not all about the money. They also care about sharing a meaningful purpose and making the world a better place.
•	Ask your employees what they love and what they don’t love. Two of Keith’s employees at CPG (Keith’s company) said the maternity policy was outdated. Because of their great culture, they were comfortable enough to voice their concerns and a change was made in less than 48 hours.
•	When someone comes to CPG’s office in St. Louis, Missouri, Keith wants them to be in love with what they experience on their visit. CPG puts their names up in lights, music plays, and there’s great food and gifts. Keith wants their clients to love CPG because they love them.

ABOUT:
Keith Alper is the CEO of CPG Agency, which specializes in corporate and employee engagement. Keith has over 30 years of expertise in marketing, communications, event production, entertainment, and strategic leadership. His book From Like To Love draws on real-life examples to present his proven process for turning any organization from appreciated to adored.

Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio.

From Like to Love Featuring Guest Keith Alper

Why Giving Monetary Incentives is a Bad Idea

Shep Hyken sits down with Sam Stern. They discussed Sam’s research on why giving employees monetary incentives for providing good customer experiences is a bad idea.

TOP TAKEAWAYS:
•Two years of Sam’s research shows monetary incentives for providing good customer experiences distracts your employees from improving their experience delivery. Instead, they focus on themselves instead of the customer.
•Sam recommends moving incentives into your employees base pay. If you hire someone to deliver a good customer experience, it should be part of their job description and be reflected in their salary.
•How a customer remembers an experience will be guided by two factors:
      1. The peak moment in that experience, whether it was good or bad.
      2. How the experience ended. If you end an experience with a long drawn out survey or an unauthentic pitch to leave a good review, that last experience will be the most salient in the customer’s mind.
•Sam shared five myths about monetary customer experience incentives and why they’re a bad idea.
     1. Signal Myth: A monetary incentive for good CX doesn’t say, “We value great customer experience and our loyal customers above all else. It says, “We value it as much as everything else we have a monetary incentive for.”
     2. Control Myth: Companies create boring workplaces with too many rules and restrictions. They then blame employees for being bored and “lazy”.
     3. Effectiveness Myth: Even if money influences good behaviors, it’ll only work in the short term and for discreet tasks that rarely make a great customer experience.
     4. Motivation Myth: People love to make money, but they aren’t motivated by it beyond their needs being met. Making progress on important work, getting things done that matter, and connecting with peers matter is also important.
      5. Retooling Myth: Employees are creative and will always find a way to game any incentive system. You will constantly have to refine and update it to get rid of the bad behaviors the incentives create.

ABOUT:
Sam Stern is a principal analyst at Forrester’s customer experience research practice. His research focuses on customer-centric culture, employee engagement, and deploying different research techniques to create better experiences. Sam is also the host of CX Cast, Forrester’s weekly customer experience podcast.

Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio.

Five Myths About Monetary Incentives Featuring Guest Sam Stern

Amazing Business Radio features customer service expert and New York Times bestselling author Shep Hyken who interviews leading business professionals and other customer experience experts. Each guest shares tips and insights on how to succeed in business.

The bright business minds featured on Amazing Business Radio come from all over the world and include viral video stars, corporate CEOs, bestselling authors, thought leaders, and many other inspiring personalities. The show covers a variety of topics related to customer service and customer experience and will provide answers that listeners need to know in order to take their success to the next level.

Amazing Business Radio airs every week on, itunes, Soundcloud, and other platforms and channels.

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