Unforgettable is a customer experience education program, focused on delivering fresh content weekly to give business leaders what they need to succeed in a customer-driven, digitally-disrupted world. The program brings together the expert minds of Jay Baer, Shep Hyken, Jeanne Bliss, and Ian Golding to spotlight modern customer experience excellence. Get the latest content by bookmarking smartercx.com/unforgettable.
In episode six of Unforgettable featuring Shep Hyken, Shep talks about the balance between providing a digital and human experience. There’s been a lot said about why digital experiences need a human touch, but sometimes it’s actually the human interactions that must be backed up by digital solutions—for good reason. Watch more:
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Hi, this is Shep Hyken, customer service and experience expert, with episode number six of Unforgettable, the show about great customer experiences.
In episode one of this series, I talked about the balance between the digital and the human experiences. The example I gave was how easy it was to do business with Delta Airlines, because of their online solution that was extremely convenient. If the passenger needed help, there was a human back-up, but sometimes, the experience can go the other direction. Sometimes, the human interaction needs to be backed up with a digital solution.
For example, I once called the support center of a software program that we had just bought for our office, and I needed help setting up the new program. The agent said he would be happy to walk me through the process, but he had a better idea. He said that this could take quite a while, so he asked if he could email me a link to a video that would take me through a step by step video that would show me the whole process.
This was a brilliant idea! Not only did it give me exactly what I needed, he freed himself up to focus on other customers. So, the lesson for companies watching is this: Have the digital tools necessary to support the customer and to train the employees to know when to move their customer from a human experience to a digital experience.
Join me next week for another episode of Unforgettable brought to you by Oracle CX. Or to binge-watch all of these episodes, go to smartercx.com/unforgettable. Thanks for watching.