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
Creative Problem Solving for Better CX
Shep Hyken, Author, Customer Service & Experience Expert, & Speaker discusses the...
Brand Promise – Have Incredible CX!
Shep Hyken, Author, Customer Service & Experience Expert, & Speaker discusses the...
Do the Right Thing – A Habit Worth Mastering
Shep Hyken, Author, Customer Service & Experience Expert, & Speaker discusses doing...
Have Your Defined Your Company’s Core Values?
Shep Hyken, Author, Customer Service & Experience Expert, & Speaker discusses core...
Best Customer Feedback Question
Shep Hyken, Author, Customer Service & Experience Expert, & Speaker discusses promises...
What is Your Personal Promise to Your Customers?
Shep Hyken, Author, Customer Service & Experience Expert, & Speaker discusses promises...
Customer Loyalty: Give Up Sex For Amazon?
Shep Hyken, Author, Customer Service & Experience Expert, & Speaker discusses customer...
A Doctor’s Prescription for Good Customer Service – Create a Win-Wynn
Shep Hyken, Author, Customer Service & Experience Expert, & Speaker shares the...
Five Ways to Say Thank You to Customers
Shep Hyken, Author, Customer Service & Experience Expert, & Speaker shares five...
10 Reasons Why Your Customers Choose to do Business with You
Shep Hyken, Author, Customer Service & Experience Expert, & Speaker shares ten...
Be Different From Your Competition
Shep Hyken, Customer Service & Experience Expert, Author, & Speaker shares how...
10 Ways Companies Create Friction for Customers
Shep Hyken, Customer Service & Experience Expert, Author, & Speaker shares 10...
Let Your Customers Tell Your Story
Shep Hyken, Customer Service & Experience Expert, discusses why you should have...
Five Ways to Create Loyal Customers
Shep Hyken, Customer Service & Experience Expert, discusses five ways to create...
Reduce Friction in the Customer Experience
Shep Hyken, Customer Service & Experience Expert, discusses how to reduce friction...
Be as Easy as Ordering Pizza – Convenience Lesson
Shep Hyken, Customer Service & Experience Expert, discusses how you should be...
Always Do Your Best – Customer Service Lesson
Shep Hyken, Customer Service & Experience Expert, discusses why you and your...
The New End to The Customer Experience
Shep Hyken, Customer Service & Experience Expert, discusses the New End to...
Be a Little More Like Apple – Customer Experience Lesson
Shep Hyken, Customer Service & Experience Expert, discusses three areas you can...
Make a Promise, Keep It. Offer a Guarantee, Honor It.
Shep Hyken, Customer Service & Experience Expert, discusses the importance of honoring...
Give Customers What They Need – Don’t Just Give Them What They Want
Shep Hyken, Customer Service & Experience Expert, discusses why you should offer...
How to Disrupt Your Competition
Shep Hyken, Customer Service & Experience Expert, discusses how you can disrupt...
Never Take Your Eyes Off Your Customers – CX Lesson
Shep Hyken, Customer Service & Experience Expert, discusses why you should never...
Phrase to Avoid: People Always Complain About That
Shep Hyken, Customer Service & Experience Expert, discusses what to do when...
Sometimes It’s Just the Right Thing to Do
Customer Service Expert Shep Hyken discusses how sometimes it’s just the right...
Employee Experience Lesson: Try the Coffee
Shep Hyken discusses that the quality of coffee (and other little perks)...
Treat Your Employees Like Rock Stars
Shep Hyken discusses how when you treat your employees like rock stars,...
Customer Service, Is It In Your DNA? – CX Lesson
Shep Hyken shares the moment he realized his passion was customer service,...
Don’t Blame Me I Just Work Here
Shep Hyken shares a lesson inspired by the phrase “don’t blame me...
Is Your Customer Experience in Balance with Your Employee Experience? – CX Lesson
Shep Hyken shares the importance of the employee’s experience in relationship to...
The More You Give the More You Get – A Powerful CX Strategy
Today, I’m going to discuss the concept of the more you give...
WOW Your Customers with a Personalized Customer Experience
Go to https://www.TheCustomerFocus.com or call 314-692-2200 to learn more about Shep Hyken...
Strike the Balance Between the Digital Experience and the Human Experience
Go to https://www.TheCustomerFocus.com or call 314-692-2200 to learn more about Shep Hyken...
Three C’s of Customer Service
Go to https://www.TheCustomerFocus.com or call 314-692-2200 to learn more about Shep Hyken...
Five Ways to Disrupt Your Competition with Customer Service
Go to https://www.TheCustomerFocus.com or call 314-692-2200 to learn more about Shep Hyken...
Do Your Employees Understand CX & Customer Service?
Go to https://www.TheCustomerFocus.com or call 314-692-2200 to learn more about Shep Hyken...
Treat All Customers Equally – CX Lesson
Go to https://www.TheCustomerFocus.com or call 314-692-2200 to learn more about Shep Hyken...
Want to Be Successful? Solve Your Customers’ Problems
Go to https://www.TheCustomerFocus.com or call 314-692-2200 to learn more about Shep Hyken...
How Poor Customer Service Can Lead to Big Losses!
Go to https://www.TheCustomerFocus.com or call 314-692-2200 to learn more about Shep Hyken...
One Thing You Must Have to Create Amazing Customer Experiences Featuring Guest Michael Redbord
A successful customer experience strategy is a result of the company’s culture....
Sorry Shouldn’t Mean Too Bad
Go to https://www.TheCustomerFocus.com or call 314-692-2200 to learn more about Shep Hyken...
Being Consistent Is Key for Creating Amazing Customer Experiences
The short version of my story is this: At a recent conference,...
Are You Taking Advantage of Your Greatest Opportunity?
There are many great customer service stories that can serve as a...
Do Loyalty Programs Really Create Loyalty?
Go to https://www.TheCustomerFocus.com or call 314-692-2200 to learn more about Shep Hyken...
The Difference Between Customer Focused, and … NOT
Go to https://www.TheCustomerFocus.com or call 314-692-2200 to learn more about Shep Hyken...
Are You Keeping Up with Your Customer’s Expectations?
Go to https://www.TheCustomerFocus.com or call 314-692-2200 to learn more about Shep Hyken...
Who Contributes to the Customer Experience? – EVERYONE!
“Loyalty can be measured and it can be monetized. The sales &...
How to Turn a Puck to the Face into a Moment of Magic®
I love a good hockey game, and my favorite team is the St....
Top 10 Phrases to Avoid in Customer Service
You have a problem. You call the phone number listed on the...
What Doesn’t Get Done, Gets Noticed – Customer Service Lesson Inspired by Jeff Bezos
Jeff Bezos, the CEO of Amazon, once said, “The best customer service...
Don’t Lose the Customer’s Confidence Says Customer Service Speaker
My wife and I were on the phone with our bank. They...
Social Media Customer Care Cannot Be Ignored
It’s been said that customer service is the new marketing. If that...
Learn from the Customer Service Department of the Year
How did Squaremouth win the Stevie? Steve Benna, one of their marketing...
The Problem With Company Policies
Don’t you hate hearing the phrase, “That’s against company policy?” I know...
Six Steps to Creating a Customer-Focused Culture
Customer service is not a department. It’s a philosophy to be embraced...
How Customer Experience Can Lead to Customer Loyalty
How can you create an unexpected and amazing experience? Sometimes a Moment...
How to Use a Customer Satisfaction Survey to Your Advantage
How important are customer surveys? Peter Drucker’s old saying comes to mind:...
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