What can you do to create a smoother effortless customer experience?

Shep Hyken sits down with Jim Iyoob, the Chief Customer Officer at E-Tech Global Services, to discuss the balance between AI and human interaction and how to deliver a convenient and effortless customer experience.

TOP TAKEAWAYS:
• In the past, companies owned the narrative and customers had little control. With social media and various omni-channels, the control has transferred to the consumer. Companies like Apple, GoDaddy, and Amazon understand this simple fact and use it to their advantage to gain market share and win customer loyalty.
• 89% of customers will stop doing business with you if they have a poor customer service experience. 86% of buyers will pay for a better customer experience.
• Throughout history, nothing has changed in customer service from the standpoint that the goal has always been for the customer to walk away saying, “That was a good experience, I’m going to come back.” What has changed is the technology that allows us to offer a different level of service that is faster, more convenient, effortless, and easy.
• Jim warns companies against buying technology that makes things easier for themselves without taking into consideration the effect it will have on customers and the agents delivering the experience.

ABOUT:Jim Iyoob is Chief Customer Officer at E-Tech Global Services and the author of Delivering Customer Service That Matters.

Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio.
Learn more about your ad choices. Visit megaphone.fm/adchoices