March 14, 2023 – When you think of the recent hyperfocus on the quality of the customer experience, what is the catalyst for this shift? For Shep Hyken, founder and CAO (Chief Amazement Officer) of Shepard Productions and customer service expert, it’s a number of companies that have made great efforts to create a streamlined and unique customer experience.
Companies like Apple, Amazon and Netflix have created dynamic shifts in the way that consumers operate over the years. Each of these companies shares that unique qualifier as a disruptor for the customer experience, creating a focused, personalized experience for consumers based on what their preferences are.
This creates an expectation from consumers that businesses provide an “experience.” Whether it’s in video streaming, online shopping or healthcare distribution, consumers are expecting personalized experiences from the businesses they purchase from.
Hyken said, “Every year, I make 10 predictions for what that year will hold for customer service, and the first one is always the same: customers will demand more than ever before. I don’t care what kind of business you’re in, whether it’s healthcare or selling washers and dryers, you have a consumer. The consumer knows what the best experience looks and feels like, and they expect that from everybody now.”
Read more in the latest issue of Repertoire Magazine.