Adapt To Your Customer
The discussion of physical stores becoming irrelevant has been a topic of conversation for years. The first online purchase was made in 1994. People said this kind of business would never work. People would never buy online. Well, never say never. Shortly after that Amazon came into the picture. And, here we are today. So, should retailers be scared? Maybe… because some retailers aren’t willing to change. And there are companies in virtually any industry that aren’t willing to change either. So, here is the lesson:
Business – in all industries – is changing. The old saying is true: The only thing that is consistent is change. So, get used to it.
Will online stores kill physical stores?
Did ATM’s eliminate bank tellers?
Did “Video Kill the Radio Star” when MTV went live back in 1981?
The answers are no, no and no!
Maybe the consumer is migrating to do more shopping online. It may make a physical store a little less “relevant” – but it doesn’t make the retailer less relevant! A retailer, as anyone or any company in business, must adjust and change.
Your customers buying habits are changing. Adapt or watch your business die a slow and painful death. You must be willing to change as your customer’s change.
Season 1 Episodes
Reducing Friction Makes You Money
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How to Handle Lost Luggage: A Lesson From the Airlines
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The Problem Isn’t the Employee, It’s the System
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How to Deal With Negative Customer Service Interactions
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Small Improvements in Customer Service Create Big Wins
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Customer Service Lessons From the Best Unknown Companies
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The Story Tells the Story
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How to Be a Customer Service Hero: The Mike Moment
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Winner! Winner! Chicken Dinner! The Versatility of Customer Service
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The New Executive Position: CLO, Customer Love Officer
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Compare Yourself to the Best
Stop comparing yourself to the competition! It’s okay to ask yourself, “What...
Ritualize the Customer Experience
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A Recipe for Amazing Customer Service
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How Much Does It Cost to Give Great Customer Service?
I recently wrote an article in Forbes about how to get customers...
When Surprise and Delight Becomes Surprise Without Delight
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Does it Matter How You Refer to Your Customers?
Let me ask you: What do you call your customers? Do you...
Be Nice – It Doesn’t Cost You Anything
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How to Avoid Roadblocks to Great Customer Service
What gets in the way of creating a great customer service experience...
A Boring Customer Service Experience – That’s What Our Customers Want
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Would You Fight to Make Your Customers Happy?
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How to Really WOW Your Customers
I recently talked about taking the extra step to deliver amazing service....
You Can’t Automate Your Customer Relationship
I recently wrote an article for Forbes about how three out of...
How to Calculate Your Customer Retention Rate
Get ready to do a little math. While not my typical lesson,...
The Peace of Mind Call
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There’s Magic in Managing the Details
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How to Put Some Fun into Serious Business
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How Do You Really Know If You’re Doing a Good Job?
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The Boss Can Kill the Customer Service Buzz
Back in my high school and college days I worked at a...
The Problem Didn’t Start When Your Customer Told You About It
Imagine this: The phone rings. A customer service representative answers the phone...
The Employee Experience Starts with the Hiring Process
Every company wants to have good employees. More importantly, they also want...
How to Transform the Customer Experience
Want to engage and connect with your customers more effectively? Then listen...
Customer Service Training is Not What You Think it is
Many companies have a great focus on providing an excellent or, as...
Smile and the World Smiles With You – Unless It’s Fake
One of our faithful viewers sent me a story. He was at...
Four Lessons from The Cult Of The Customer
It’s almost here… the updated and revised edition of The Cult of...
Do You Take Responsibility When Things Go Wrong?
In a recent video, I talked about the concept of giving recognition...
A Dramatic Change Doesn’t Have to be a Traumatic Change
The word dramatic is a great word. When you use it to...
De-evolution of a Business – How to Stay Relevant to Your Customers
Is your business de-evolving? Or do you have growth? If you want...
How Do You Drive Toward Customer Success?
What do golf and customer service have in common? Want to know...
How to Make Your Customer’s Experience Even Better
How can you create a better experience for your customers? Take a...
What You Should Do When a Customer is Wrong & Phrases to Avoid
What do you do when the customer is wrong? If you enjoyed...
What Signals Are You Sending Customers – Customer Experience Training
What signals are you unintentionally sending your customers? If you want to...
Eliminate Friction with Proactive Customer Support
Are you able to solve your customer’s problems proactively? To create more...
How Can You Predict What Customers Want or Need?
Can you effectively predict your customer’s wants and needs? To create more...
How to Create a Friction-Less Convenient Customer Experience
Do you know how to create a friction-less and convenient experience for...
The Concept of Starting Over – A Powerful CX Lesson
Shep Hyken, Customer Service & Experience Expert, discusses the concept of starting...
How to Deal with Angry Customers – Customer Experience Lesson
Have you ever dealt with a customer who was upset over something...
Deliver on the Entire Customer Experience – Learn from 3 Great CX Companies
Do you know how to deliver on the entire customer experience? Take...
Why Do People Put Up with Bad Customer Service?
Have you ever became numb to poor customer service? If you enjoyed...
Brand Promise – Have Incredible CX!
Shep Hyken, Author, Customer Service & Experience Expert, & Speaker discusses the...
Have Your Defined Your Company’s Core Values?
Shep Hyken, Author, Customer Service & Experience Expert, & Speaker discusses core...
A Doctor’s Prescription for Good Customer Service – Create a Win-Wynn
Shep Hyken, Author, Customer Service & Experience Expert, & Speaker shares the...
Always Do Your Best – Customer Service Lesson
Shep Hyken, Customer Service & Experience Expert, discusses why you and your...
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