How Can You Predict What Customers Want or Need?
Can you effectively predict your customer’s wants and needs?
To create more convenient experiences, check out The Convenience Revolution.
In the old days – and even in modern times – if a customer wanted help or support, they picked up the phone and called for help. A (hopefully) friendly and competent customer service professional, also known as an agent or representative, would answer the question or resolve the problem.
Today there are many ways to connect with a company. There’s the traditional phone call, email, messaging, instant chat, social channels like Twitter and Facebook, and many more. But there’s one mode of communication and customer support that hasn’t been talked about much. My prediction is that it will not only become popular, but a recognized standard that customers will come to expect. What I’m referring to is the concept of predictive customer support.
My simple definition of predictive customer support is that the customer gets the support not only before they know they need it, but before the problem ever occurs – because it’s predicted that it will occur.
A copy machine is a great example. It has sensors to give you warnings, so it can let you know when you’re running low on toner, for instance. That knowledge allows you to add toner before you run completely out, which would most likely happen during an important copy job. (Isn’t that the way it usually happens?) Crisis averted!
Here’s another example. Let’s say a customer calls for support. Thanks to good CRM (Customer Relationship Management) software, the agent knows who this customer is, when they last called, what they called about, what they’ve bought in the past, etc. A well-trained and experienced customer service agent will not only solve the customer’s current issue, but also anticipate their next question or problem. All of this is based on this customer’s previous behaviors, which align with patterns established by hundreds or even thousands of other customers. The patterns allow for predictions of the customer’s needs and suggest the best way to take care of them.
Technology can play a role in making these predictions. Rather than relying just on the customer support agents’ experience, AI (Artificial Intelligence) can play a role in making these predictions. Today, with alerts and predictive AI, problems can be discovered early – often before the customer knows about them, and in some cases, can be preempted with support and maintenance to prevent the problem ever happening in the first place. As much as technology can play a role in making these predictions, common sense and experience can also drive the predictive experience.
You don’t need ESP (extra-sensory perception) to practice predictive service. With the right tools, knowledge, and expertise, you can essentially “see into the future,” for lack of a better term. Once you’ve had a look, don’t wait for the customer to call you. Fix it before it’s a problem.
Shep Hyken is a customer service & experience expert, award-winning keynote speaker and New York Times bestselling business author. For information go to https://www.hyken.com.
For information on The Customer Focus™ customer service training programs go to https://www.thecustomerfocus.com.
Facebook: https://www.facebook.com/ShepHykenSpeaker
LinkedIn: https://www.linkedin.com/in/ShepHyken
Twitter: https://www.twitter.com/Hyken
314-692-2200
ShepTV is another Shepard Presentation (http://www.ShepTV.com)
(Copyright © MMXIX, Shep Hyken)
Season 2 Episodes
Closing the Customer Experience Gaps – Season 2 Episode 8
Have you tightened up your brand’s customer experience journey? Shep shares three...
Today’s Economy Is All About The Customer – Season 2 Episode 7
The “ME”conomy. Today’s economy is all about you and me and your...
The Influence of Generation Z – Season 2 Episode 6
Shep talks about how Gen Z is going to change the way...
Three Successful Business Strategies You Must Do
Shep discusses three strategies successful organizations must do this year to separate...
The Post-pandemic Customer Experience – Season 2 Episode 4
Shep discusses 3 strategies for delivering a better customer experience during and...
swipe to see more
Season 1 Episodes
Customer Service Is More Important than Price
“Is customer service more important than price?” That’s exactly what we asked...
The Number One Customer Service Strategy
We just released our annual customer service research where we surveyed more than 1,000...
Some Things Require No Talent
I recently received a note from my friend and Shepard Letter subscriber, Michael Staenberg....
Back to Class: Shep’s Law of Customer Service
Let’s go back to physics class for just a moment. Isaac Newton’s...
How to Get the C-suite to Invest in Customer Service
I’ve been asked many times how to get the C-suite to invest...
Make Your Customer Smarter: Create an Educational Experience
It’s natural that you would gravitate toward a person you perceived as...
Use Relationship Data to Build Stronger Connections
First, I hope the word “data” doesn’t scare you off. We’re not...
How Much Do You Trust Your Customers?
One of our loyal subscribers, Darrell Grant, The CXO at Hightower Wealth...
A Restaurant that Offers Car Washes on the Menu
I recently wrote an article about the little surprises that companies –...
Stop Sending Me Surveys Unless You Care What I Have to Say!
I’m getting survey fatigue. But it’s different than it used to be....
Five Lessons On How To Personalize the Customer Experience
I love to receive great examples of outstanding customer service. I’m always...
One Simple Idea That Helps Retain Your Best Employees
We had some great feedback on The Three N’s of Employee Fulfillment article and...
Don’t Cut What Is Obvious to the Customer
Last week I covered the concept of skimpflation. In case you missed it, the short...
The Three N’s of Employee Fulfillment
In the best of times, it’s important to keep your best employees....
Going “New-Style” Digital Versus “Old-Fashioned” Human Interactions
Here’s a question, and I think I know the answer. Would you...
A Fast Answer or the Right Answer
Recently I was talking to a customer support rep. She was amazing....
When Your Customer Experience Hits a “Bump in the Road”
One of our faithful subscribers sent in a question. While he’s in...
Dealing With Angry Customers: Be Sincere When You Apologize
There will be times that you feel you have to repeat yourself...
The Secret To Customer Loyalty
Okay, maybe it’s not the secret, but what I’m about to share with you...
The Five Best Things to Say to an Angry or Upset Customer
I was recently interviewed by Mario Martinez on his Modern Selling podcast. He...
Best in Class Versus Best in Industry
Here is an interesting idea. Most businesses are competitive. They want to...
Would Customers Pay to Do Business with You?
Think about this … what if you were to charge a customer...
Don’t Make Me Repeat My Story
I’m always frustrated when I call a customer support number that I’ve called before...
Amazon Sets the Standard for Every Business
Our customers are smarter than ever when it comes to customer service and receiving...
You’re Terminated: Three Reasons Customers Will Stop Doing Business with You
One of the favorite chapters I wrote in my recent book, I’ll Be...
Personalizing the Customer Experience Is a Competitive Differentiator
I recently released my 2021 Achieving Customer Amazement research. We surveyed 1,000 consumers...
The Difference Between Repeat Customers and Loyal Customers
“We love our customers, and they obviously love us. They keep coming...
The “Always” Concept: What We Must Always Do For Our Customers
One of the big concepts we teach in our customer service training programs is...
The Shortest Customer Service Keynote Speech Ever!
In my latest book, I’ll Be Back: How to Get Customers to Come...
Would You Rather Go to the Dentist or Call Customer Support?
Here is a stat that’s hard to believe: Forty-eight percent of Americans...
How to Handle Difficult Customers
Not long ago I covered six ways to handle angry customers. Often...
Companies’ Responses to COVID Provide Insights into Handling a Crisis
One of my viewers asked me the following question: What is your...
Customer Service Versus Customer Experience … What’s the Difference?
It is one of the most common questions I’m asked in interviews:...
There Is No Excuse to Not Respond to a Customer
Let me put it to you in the simplest terms possible. When...
Six Ways to Handle Angry Customers
Everybody has angry customers. Some customers are angry because they have a...
How to Compete with Amazon
Amazon has changed the way customers think. It has pushed customer service...
The Customer Service Ritual that Takes Place at Every Meeting
Every Monday morning – or at least the first day of the...
The Unexpected Stands Out – Especially if It’s Bad
In the customer service world, people have an expectation. They want to...
How to Get Your Customers to Say, “I’ll Be Back!”
Many companies think they have to compare themselves to their competition. They...
Avoid Customer Confusion
Today’s customers are smarter than ever. The online world has given customers...
The Most Important Measurement in Business
This is the first of several lessons I’ll be sharing from my newest book, I’ll...
Care More About Your Customer Than The Sale
It seems that most of the companies that customers love to do...
Reducing Friction Makes You Money
Reducing friction is all about creating an easier experience for the customer....
How to Handle Lost Luggage: A Lesson From the Airlines
It’s been almost a year since my last business trip due to...
Easy Ways to Improve Your Customer Service Skills
Not long ago I wrote about how small improvements can make a...
The Problem Isn’t the Employee, It’s the System
Here’s a true story shared by a friend of mine in the...
How to Deal With Negative Customer Service Interactions
I was recently asked what three traits I think are most important...
Small Improvements in Customer Service Create Big Wins
Small successes add up. You don’t need, to put it in baseball...
Empowerment Lessons From the Ritz-Carlton
If you’ve been following my work, you know I’m a huge fan...
Customer Service Lessons From the Best Unknown Companies
I’m often asked what the best way to disrupt the competition is....
The Story Tells the Story
What’s your story? What reasons compel your customers to do business with...
How to Be a Customer Service Hero: The Mike Moment
We’ve all heard the old adage: “It’s better to give than to...
Winner! Winner! Chicken Dinner! The Versatility of Customer Service
This is a crazy idea, but hear me out. When I was...
The New Executive Position: CLO, Customer Love Officer
The word love is not used that often in the corporate or...
Compare Yourself to the Best
Stop comparing yourself to the competition! It’s okay to ask yourself, “What...
Ritualize the Customer Experience
I love hanging around smart people, and my friend Todd Hartley is...
A Recipe for Amazing Customer Service
As we approach Thanksgiving, I can’t stop thinking about turkey and stuffing—and...
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
We’ve all heard this expression. The intention is that we surprise our...
Does it Matter How You Refer to Your Customers?
Let me ask you: What do you call your customers? Do you...
Customer Service Week: A Time to Celebrate Customers AND Employees
It’s my favorite time of year… the leaves change from green to...
Be Nice – It Doesn’t Cost You Anything
What does it cost to be nice? Some would say, “Nothing.” When...
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
You may call me boring, but I want the same thing every...
Would You Fight to Make Your Customers Happy?
First, a little background. I was having a conversation with a colleague...
How to Really WOW Your Customers
I recently talked about taking the extra step to deliver amazing service....
How to Get Customers to Leave Positive Reviews
Getting customers to review their experience with you is powerful. Before they...
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 Incomplete Answer
I recently talked about the expected experiences gap, where the customers’ expectations—based...
The Peace of Mind Call
My friend Stacy Sherman, head of customer experience at Schindler Elevator Corporation,...
There’s Magic in Managing the Details
“Detail is no detail.” I’m not sure where I heard this first....
How to Put Some Fun into Serious Business
The other day I was talking to my friend and fellow customer...
How Do You Really Know If You’re Doing a Good Job?
I could have titled this video “Box of Donuts Research,” but you...
swipe to see more
More Shows
Success from Anywhere
The C-Suite network presents Salesforce executive and best-selling author, Karen Mangia, sharing...
Connie Pheiff Show
Former C-Suite Executive, Connie Pheiff, brings you insights from today’s top influencers....
The GAP – the Get Attitude Podcast
The GAP – the Get Attitude Podcast is hosted by CSUITE Headliner...
The Customer Experience Advantage Podcast
The Customer Experience Advantage Podcast with David Avrin featuring C- Suite Tv How...
The Laundromat Millionaire Show with Dave Menz
Are you an "Entrepreneurial Nerd" or even just a passionate small business...
The Root of All Success
Jason Duncan interviews successful entrepreneurs who have a personal net worth of...
All Business With Jeffrey Hayzlett
All Business with Jeffrey Hayzlett features insightful conversations around the most compelling...
Executive Briefing
The C-Suite Network Executive Briefings is a 30-to-45 min program that provides...
Manufacturing Talk Radio
Manufacturing Talk Radio is a weekly podcast for manufacturers of all sizes...
The C-Suite Comedy-Suite
Need a break from all these high-powered business programs? C-Suite Network has...
The Happy Entrepreneur Show
The Happy Entrepreneur Show #1 Business DEVELOPMENT AND REVENUE FOCUSED LATE NIGHT SHOW IN...
Backstage Pass with Jeff Senour
Backstage Pass With Jeff Senour Pilot by day and Rocker by night, this...
“Help My Business!” with Andrew Lock
“Help My Business!” is a free Online TV show that helps entrepreneurs...
The Celebrity Perspective with Ashley Berges
Where intimate and authentic conversations sprout organically, between your favorite celebrities and...
Revolution with Brian Solis
Revolution, hosted by award-winning author, technology analyst, and futurist Brian Solis, connects...
Kit Welchlin’s Most Requested Presentation Topics
Kit’s gift is his ability to transform a passive audience into active...
The McCuistion Program
Talking about things that matter with people who care... The McCuistion Program...
Garrett Sutton on Asset Protection, Corporate Entity Structure and Paying Less in Taxes
Garrett Sutton has worked with small business owners to have the inside...
Today’s Premier Experts
Welcome to Today's Premier Experts on the C-Suite Network, hosted by Global...
Kevin Neff’s Speaking of Success™
Kevin Neff is an award-winning brand creator, video producer and television show...
THE SPOTLIGHT with Roger Maloney
"The Spotlight" hosted by Roger Maloney! This show will shed light on...
Run Towards The Roar with Jason Forrest
"What does it take to be a successful entrepreneur?" asks C-Suite Executives....
Alan Olsen’s American Dreams
Each week, Alan interviews guests have proven themselves as exceptional entrepreneurs and...
The DEAN’s List with Dean Lindsay
The DEAN's List w/ Dean Lindsay is C-SUITE Network TV's UPBEAT SHOW...
Mind Your Business with Yitzchok Saftlas
Yitzchok Saftlas is the founder and CEO of Bottom Line Marketing Group,...
Above The Clutter with Pete Krainik
In this a hyper connected era where busy C-Suite business leaders have...
Amazing Business TV with Shep Hyken
On Amazing Business TV on the C-Suite Network, Shep Hyken, professional keynote...
swipe to see more