Learn to trust your customers. Too many rules are designed to manage the tiny minority of dishonest people. If people want to cheat or steal from you, they will figure out a way to do so.

Why is good judgment an essential customer service skill? Good judgment isn't about simply saying yes to every customer’s request. Sometimes the customer asks for something that you can’t or shouldn’t do, but before automatically saying no, consider alternatives. youtube.com/watch?v=_0PfdVfh… #customerservice #customerexperience #CX

Learn and share the importance of relationship-focused thinking. If you happen to be a manager, give people the freedom to do the right thing for both the customer and the company. Teach them how to think creatively and come up with alternative solutions.

Customers have always experienced some level of buyer anxiety, especially with larger purchases. AI gives them more information than ever, but that doesn’t necessarily eliminate the anxiety. Sometimes it creates more of it. So recognize the pressure customers may be putting on themselves and help eliminate it. Give them confidence. That’s another important customer experience skill in this new era of AI. hyken.com/customer-service-s… #customerservice #customerexperience #CX

Consistency takes hard work and a lot of planning, but it is worth it. The result is that you create trust and confidence.

Is AI making customer service better? In this episode of Amazing Business Radio, Jay Lee, Chief Marketing and Growth Officer at @Five9, talks about how AI is changing customer service and the role of contact center agents. AI can handle routine tasks, leaving human agents to address more complex problems that require empathy and judgment. Without the right support, that shift can lead to employee fatigue and burnout. Plus, we discuss how businesses can rethink contact center metrics to reflect AI's growing role in customer interactions. Tune in! Listen now! hyken.com/amazing-business-r… #artificialintelligence #AI #customerexperience

There must be a predictably positive experience. The surest way to confuse people and make them lose confidence in you and your business is to expect them to embrace an inconsistent experience.

Membership is about more than discounts or special perks. It's about creating an experience that makes customers want to come back. In my latest Forbes article, I explore this with insights from Jeff Helfgott, CEO of Boardroom Salon for Men, on what makes membership programs valuable to customers. The real benefit? Giving customers a reason to keep coming back. Read more: forbes.com/sites/shephyken/2… #customerservice #customerexperience #CX

Loyalty Formula: Good Service + Consistency = Potential Loyalty. Notice I said, “potential loyalty.” Any loss in consistency threatens the trust in the relationship and, thus, the loyalty of the person who has chosen to work with us.

Customer feedback has little value if it disappears into a database. Trust grows when customers see how decisions are made. Rachel Orston shared how Instructure uses its Customer Connectivity Program and discovery sessions to bring customers into the actioning process. Learn more: hyken.com/amazing-business-r… #customerservice #customerexperience #CX

Ask “What if…” Try to figure out what people who count on you are likely to want from you in the future, even if they’re not sure yet.

Why is customer service so frustrating these days? AI and automation can speed up service, but customers still need knowledgeable, caring people when problems get complicated. Technology should make customer service easier, not harder. Thanks to Jessica Guynn of @USATODAY for including my insights. Read the article here: star-telegram.com/news/natio… #customerservice #customerexperience #CX

What would happen if your customers described their experience with your company as the "best day ever"? In this episode of the Super Amazing Show, @brittanyhodak and I discuss a powerful lesson from The Engagement Effect by @stevespangler and why memorable experiences create lasting loyalty. The idea sounds simple, but the impact can transform the way customers talk about your brand. Watch the full episode and see how one small shift in thinking can create experiences people remember and share. youtu.be/5h9idpOSKxs?si=ZCZB… #customerservice #customerexperience #CX

Identify problems others are likely to have to deal with. What specific challenges are they going to face tomorrow, next week, next month, or next year?

Want to build trust with customers? Keep your promises. If you say you'll call back, call back. If something changes, let the customer know. It's simple, but it matters. Customers remember when you do what you say you'll do. Thanks to @callcentrehelp for the reminder: callcentrehelper.com/keep-pr… #customerservice #customerexperience #CX

How can companies win customers for life? It isn’t about one great interaction, a loyalty program, or a clever marketing campaign. It’s about a consistent experience that gives them a reason to come back. youtu.be/cy8e2e8Mj0U?si=7hFt… #customerservice #customerexperience #CX

Don’t wait for things to happen. Make them happen.

You can’t have a policy for everything. That’s why you need people with good judgment. Companies should train employees on policies and procedures, but also prepare them for situations when the policy doesn’t have an answer. hyken.com/customer-service-s… #customerservice #customerexperience #CX

Reward team members who find appropriate alternatives to “No.” Help them look for new ways to deliver great service, create confidence, de-escalate when conversations get tense, avoid Moments of Misery, and create Moments of Magic.