{"id":8889,"date":"2020-09-30T12:06:48","date_gmt":"2020-09-30T06:36:48","guid":{"rendered":"https:\/\/www.vue.ai\/blog\/?p=8889"},"modified":"2023-10-19T16:27:56","modified_gmt":"2023-10-19T10:57:56","slug":"shep-hyken-customer-experience","status":"publish","type":"post","link":"https:\/\/www.vue.ai\/blog\/retail-trends\/shep-hyken-customer-experience\/","title":{"rendered":"10 Things We Learnt About Customer Experience From Shep Hyken"},"content":{"rendered":"<div id=\"ez-toc-container\" class=\"ez-toc-v2_0_65 counter-hierarchy ez-toc-counter ez-toc-transparent ez-toc-container-direction\">\n<p class=\"ez-toc-title\">Table of Contents<\/p>\n<label for=\"ez-toc-cssicon-toggle-item-69f4a9937ccb8\" class=\"ez-toc-cssicon-toggle-label\"><span class=\"\"><span class=\"eztoc-hide\" style=\"display:none;\">Toggle<\/span><span class=\"ez-toc-icon-toggle-span\"><svg style=\"fill: #999;color:#999\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" class=\"list-377408\" width=\"20px\" height=\"20px\" viewBox=\"0 0 24 24\" fill=\"none\"><path d=\"M6 6H4v2h2V6zm14 0H8v2h12V6zM4 11h2v2H4v-2zm16 0H8v2h12v-2zM4 16h2v2H4v-2zm16 0H8v2h12v-2z\" fill=\"currentColor\"><\/path><\/svg><svg style=\"fill: #999;color:#999\" class=\"arrow-unsorted-368013\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"10px\" height=\"10px\" viewBox=\"0 0 24 24\" version=\"1.2\" baseProfile=\"tiny\"><path d=\"M18.2 9.3l-6.2-6.3-6.2 6.3c-.2.2-.3.4-.3.7s.1.5.3.7c.2.2.4.3.7.3h11c.3 0 .5-.1.7-.3.2-.2.3-.5.3-.7s-.1-.5-.3-.7zM5.8 14.7l6.2 6.3 6.2-6.3c.2-.2.3-.5.3-.7s-.1-.5-.3-.7c-.2-.2-.4-.3-.7-.3h-11c-.3 0-.5.1-.7.3-.2.2-.3.5-.3.7s.1.5.3.7z\"\/><\/svg><\/span><\/span><\/label><input type=\"checkbox\"  id=\"ez-toc-cssicon-toggle-item-69f4a9937ccb8\" checked aria-label=\"Toggle\" \/><nav><ul class='ez-toc-list ez-toc-list-level-1 ' ><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-1\" href=\"https:\/\/www.vue.ai\/blog\/retail-trends\/shep-hyken-customer-experience\/#here-are-the-top-ten-things-weve-learnt-from-shep-hyken\" title=\"Here are the top ten things we\u2019ve learnt from Shep Hyken:\">Here are the top ten things we\u2019ve learnt from Shep Hyken:<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-2\" href=\"https:\/\/www.vue.ai\/blog\/retail-trends\/shep-hyken-customer-experience\/#1-evolve-with-the-customer\" title=\"1. Evolve with the customer&nbsp;\">1. Evolve with the customer&nbsp;<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-3\" href=\"https:\/\/www.vue.ai\/blog\/retail-trends\/shep-hyken-customer-experience\/#2-the-experience-is-worth-more-than-the-product\" title=\"2. The experience is worth more than the product&nbsp;\">2. The experience is worth more than the product&nbsp;<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-4\" href=\"https:\/\/www.vue.ai\/blog\/retail-trends\/shep-hyken-customer-experience\/#3-the-ideal-customer-experience-is-all-about-comfort\" title=\"3. The ideal customer experience is all about comfort\">3. The ideal customer experience is all about comfort<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-5\" href=\"https:\/\/www.vue.ai\/blog\/retail-trends\/shep-hyken-customer-experience\/#4-the-innovation-timeline-has-been-pushed-forward\" title=\"4. The innovation timeline has been pushed forward\">4. The innovation timeline has been pushed forward<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-6\" href=\"https:\/\/www.vue.ai\/blog\/retail-trends\/shep-hyken-customer-experience\/#5-its-time-to-lead-by-convenience\" title=\"5. It\u2019s time to lead by convenience\">5. It\u2019s time to lead by convenience<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-7\" href=\"https:\/\/www.vue.ai\/blog\/retail-trends\/shep-hyken-customer-experience\/#6-technology-is-the-key-to-true-personalisation\" title=\"6. Technology is the key to true personalisation&nbsp;\">6. Technology is the key to true personalisation&nbsp;<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-8\" href=\"https:\/\/www.vue.ai\/blog\/retail-trends\/shep-hyken-customer-experience\/#7-retail-can-evolve-constantly\" title=\"7. Retail can evolve constantly!\">7. Retail can evolve constantly!<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-9\" href=\"https:\/\/www.vue.ai\/blog\/retail-trends\/shep-hyken-customer-experience\/#8-every-decision-depends-on-the-customer\" title=\"8. Every decision depends on the customer\">8. Every decision depends on the customer<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-10\" href=\"https:\/\/www.vue.ai\/blog\/retail-trends\/shep-hyken-customer-experience\/#9-the-six-principles-of-improving-customer-experience\" title=\"9. The six principles of improving customer experience\">9. The six principles of improving customer experience<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-11\" href=\"https:\/\/www.vue.ai\/blog\/retail-trends\/shep-hyken-customer-experience\/#10-the-post-pandemic-world-is-a-world-full-of-possibilities\" title=\"10. The Post Pandemic world is a world full of possibilities\">10. The Post Pandemic world is a world full of possibilities<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-12\" href=\"https:\/\/www.vue.ai\/blog\/retail-trends\/shep-hyken-customer-experience\/#related-articles\" title=\"Related Articles:\">Related Articles:<\/a><\/li><\/ul><\/nav><\/div>\n<span class=\"rt-reading-time\" style=\"display: block;\"><span class=\"rt-label rt-prefix\">Reading Time: <\/span> <span class=\"rt-time\">4<\/span> <span class=\"rt-label rt-postfix\">minutes<\/span><\/span>\n<p>We, at Vue.ai, had the opportunity to <a href=\"https:\/\/www.youtube.com\/watch?v=vZN8SpynWy4&amp;list=PLhRqA4FDwnVQdYKB9t-fkzMMYUwDatesm\" target=\"_blank\" rel=\"noreferrer noopener\">interview Shep Hyken<\/a>, one of the most influential retail experts in the world! He is a New York Times and Wall Street Journal bestselling author,&nbsp; has been inducted into the National Speakers Association Hall of Fame for lifetime achievement in the speaking profession, and has over 35 years experience working with Fortune 100 companies to develop customer experiences.<\/p>\n\n\n\n<p>Shep Hyken spoke to us about the ever evolving nature of customer experience and loyalty, in context of the COVID-19 pandemic.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"here-are-the-top-ten-things-weve-learnt-from-shep-hyken\"><\/span><strong>Here are the top ten things we\u2019ve learnt from Shep Hyken:<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<h2 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"1-evolve-with-the-customer\"><\/span>1. <strong>Evolve with the customer&nbsp;<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<p>Customer expectations have taken a steep upturn during the course of 2020. If customers receive a premium experience at one outlet or online store, they expect the same level of service at every other outlet they visit, irrespective of the category or segment their experience belonged to!&nbsp;<\/p>\n\n\n\n<p>According to Shep, once a buyer gets to experience the service provided by a company like Amazon, Zappos, Ritz Carlton or Apple, the bar is set very high.&nbsp;<\/p>\n\n\n\n<p>In this kind of environment, it\u2019s sink or swim for brands that do not live upto the customer expectations. It\u2019s the right time to bring out the big guns and kick up the customer service levels a notch!<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"2-the-experience-is-worth-more-than-the-product\"><\/span>2. <strong>The experience is worth more than the product&nbsp;<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<p>Today, product differentiation is lower than it has ever been. Consumers have the ability to procure branded products from different sources. Consumers can buy Apple products on Amazon, a grey couch at four different outlets and the same green scarf from six different stores. So how can brands set themselves apart?<\/p>\n\n\n\n<p>The answer is through experiences they offer, both online and in person. \u201cOur research indicates customer service is so important that people will pay more for it,\u201d says Shep Hyken. \u201cThat doesn&#8217;t make price completely irrelevant, but it puts it at a level where you can be competitively priced, do an amazing job with the customer&#8217;s experience and get them to come back.\u201d&nbsp;<\/p>\n\n\n\n<figure class=\"wp-block-embed is-type-rich is-provider-twitter wp-block-embed-twitter\"><div class=\"wp-block-embed__wrapper\">\n<blockquote class=\"twitter-tweet\" data-width=\"550\" data-dnt=\"true\"><p lang=\"en\" dir=\"ltr\">&quot;Consumers who have had the <a href=\"https:\/\/twitter.com\/hashtag\/Amazon?src=hash&amp;ref_src=twsrc%5Etfw\">#Amazon<\/a>, <a href=\"https:\/\/twitter.com\/hashtag\/Apple?src=hash&amp;ref_src=twsrc%5Etfw\">#Apple<\/a> or Ritz-Carlton experience, expect other retailers to meet the same quality of experience!&quot; Watch Hall of Fame Speaker <a href=\"https:\/\/twitter.com\/Hyken?ref_src=twsrc%5Etfw\">@Hyken<\/a> talk about the evolution of <a href=\"https:\/\/twitter.com\/hashtag\/customerexperience?src=hash&amp;ref_src=twsrc%5Etfw\">#customerexperience<\/a> in the wake of the pandemic &gt; <a href=\"https:\/\/t.co\/WFoEONcTkz\">https:\/\/t.co\/WFoEONcTkz<\/a> <a href=\"https:\/\/t.co\/6gjDoizPFw\">pic.twitter.com\/6gjDoizPFw<\/a><\/p>&mdash; Vue.ai (@vue_ai) <a href=\"https:\/\/twitter.com\/vue_ai\/status\/1310800152563609600?ref_src=twsrc%5Etfw\">September 29, 2020<\/a><\/blockquote><script async src=\"https:\/\/platform.twitter.com\/widgets.js\" charset=\"utf-8\"><\/script>\n<\/div><\/figure>\n\n\n\n<h2 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"3-the-ideal-customer-experience-is-all-about-comfort\"><\/span>3. <strong>The ideal customer experience is all about comfort<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<p>Imagine walking into a store where the sales staff know your name, your preferences and provides an environment where you feel at home. It&#8217;s very unlikely that anyone would walk away from that store without making a purchase.&nbsp;<\/p>\n\n\n\n<p>According to&nbsp;Shep Hyken, in today&#8217;s <a href=\"https:\/\/www.vue.ai\/blog\/ai-in-retail\/shopping-cart-abandonment-ultimate-guide\/\">shopping environment<\/a>, the retailer has to make the customer feel comfortable when making a purchase.<\/p>\n\n\n\n<p>From introducing social distancing and hygiene measures to easily navigable store spaces and hiring a friendly sales staff, the business needs to induce a sense of confidence and create an atmosphere that resembles the comfort of the customer\u2019s own home.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"4-the-innovation-timeline-has-been-pushed-forward\"><\/span>4. <strong>The innovation timeline has been pushed forward<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<p>The pandemic has brought forth the implementation of Artificial Intelligence, Augmented and Virtual Reality for online retail, and has carved a new road for innovation; The e-commerce retail industry has experienced monumental levels of growth.&nbsp;<\/p>\n\n\n\n<p>What stands out is the fact that these innovations were not invented because of COVID, rather retailers are now adapting them at a faster pace than what they originally would have. \u201cAll the changes that have had to take place this year, has forced us to move into the future quicker than we would have normally,\u201d says Shep. \u201cI predict if none of this would have happened, five years from now, we would be doing the exact same type of AI augmented reality, virtual reality, zoom-type calls that we&#8217;re doing now.&nbsp;<\/p>\n\n\n\n<p>We would be with this just pushed us into the future three to five years quicker than we would normally get there\u201d&nbsp;<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"5-its-time-to-lead-by-convenience\"><\/span>5. <strong>It\u2019s time to lead by convenience<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<p>According to Shep, companies that are leading by convenience and focusing on simplifying the overall shopping experience are more likely to succeed.&nbsp;<\/p>\n\n\n\n<p>Uber succeeded because they made transportation more convenient and made the commuter\u2019s life easier by offering numerous payment options that weren\u2019t just cheaper, but also more convenient. In order for retailers to succeed, they must offer their customers convenience at the very highest level.&nbsp;<\/p>\n\n\n\n<figure class=\"wp-block-embed is-type-rich is-provider-twitter wp-block-embed-twitter\"><div class=\"wp-block-embed__wrapper\">\n<blockquote class=\"twitter-tweet\" data-width=\"550\" data-dnt=\"true\"><p lang=\"en\" dir=\"ltr\">Problems and complaints are inevitable. Don\u2019t just fix the problem; restore the person\u2019s confidence in you and your team.<\/p>&mdash; Shep Hyken (@Hyken) <a href=\"https:\/\/twitter.com\/Hyken\/status\/1302985477339975685?ref_src=twsrc%5Etfw\">September 7, 2020<\/a><\/blockquote><script async src=\"https:\/\/platform.twitter.com\/widgets.js\" charset=\"utf-8\"><\/script>\n<\/div><\/figure>\n\n\n\n<h2 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"6-technology-is-the-key-to-true-personalisation\"><\/span>6. <strong>Technology is the key to true personalisation&nbsp;<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<p>True <a href=\"https:\/\/www.vue.ai\/solutions\/ai-personalization-engine\/\">personalization<\/a> and rewarding customer experiences lies in understanding the nature of the customer. Their likes and dislikes, tastes and preferences, and so much more! The combination of AI and data allows retailers to utilize information about the customer\u2019s preferences and then provide their customers a superior shopping experience be it in store or online!&nbsp;<\/p>\n\n\n\n<p>\u201cImagine the advantage that that salesperson has with AI based technology,\u201d says Shep, \u201cand imagine the personalized experience that customer will receive as a result of that. This is a win-win.\u201d&nbsp;<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"7-retail-can-evolve-constantly\"><\/span>7. <strong>Retail can evolve constantly!<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<p>The term \u201cnew normal\u201d has been thrown around frequently during this time. But according to Shep, everything in retail is simply facing a period of constant evolution. The concept of \u201cnew normal\u201d can change again in 6 months, with more customers going back to stores and with retailers innovating new ideas to serve them, based on the information they&#8217;ve gathered online, during the lockdown.&nbsp;<\/p>\n\n\n\n<p>But the fact remains that when it comes to retail, evolution is the only constant.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"8-every-decision-depends-on-the-customer\"><\/span>8. <strong>Every decision depends on the customer<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<p>One of the key traits of successful retailers is that they place the customer at the forefront of every decision.&nbsp;<\/p>\n\n\n\n<p>Be it curbside pickups in grocery retail, <a href=\"https:\/\/www.vue.ai\/products\/virtual-dressing-room\/\">virtual trial rooms for fashion retail<\/a> or even a new slogan, companies are always keeping in mind how the consumer will react.<\/p>\n\n\n\n<p>\u201cSo every decision you make, you consider the customer&#8217;s feelings, the reaction. You&#8217;re always considering that customer in that experience, so that&#8217;s first and foremost\u201d Says Shep<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"9-the-six-principles-of-improving-customer-experience\"><\/span>9. <strong>The six principles of improving customer experience<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<p>The six principles of customer experience and consequently, retail growth are: <\/p>\n\n\n\n<ul><li>reducing the points of friction between a customer and the company<\/li><li>making good use of new technological trends,&nbsp;<\/li><li>creating a self service solution,&nbsp;<\/li><li>offering convenient product delivery,&nbsp;<\/li><li>coming up with a subscription model and&nbsp;<\/li><li>being accessible at all times<\/li><\/ul>\n\n\n\n<p>According to Shep, these six principles will take a convenient experience higher. This will differentiate a brand enough for the customer, disrupt&nbsp; competition and create fierce loyalty with the customers. These are the six virtues of growing as a retail business!<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"10-the-post-pandemic-world-is-a-world-full-of-possibilities\"><\/span>10. <strong>The Post Pandemic world is a world full of possibilities<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<p>2020 has been a year of learning as a whole. Despite the odds, many businesses have managed to sustain themselves and come out the other side stronger.&nbsp;<\/p>\n\n\n\n<p>The industry has seen numerous innovations in selling and has set the customer experience bar higher than ever before.&nbsp;<\/p>\n\n\n\n<p>According to Shep, \u201cThe retail world has a lot to look forward to. No doubt, this is going to hurt a lot of retailers, what we&#8217;re going through right now. But the ones that come out of this are going to be in an amazing position to take care of their customers.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"related-articles\"><\/span><strong>Related Articles:<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<p><a href=\"https:\/\/www.vue.ai\/blog\/vuetag\/product-data-management\/\" target=\"_blank\" rel=\"noreferrer noopener\">Here\u2019s An Efficient Way To Manage Product Data<\/a><\/p>\n\n\n\n<p><a href=\"https:\/\/www.vue.ai\/blog\/ai-in-retail\/d2c-ecommerce-success\/\" target=\"_blank\" rel=\"noreferrer noopener\">D2C: Retailers Find Success With The Direct-to-Consumer Model<\/a><\/p>\n\n\n\n<p><a href=\"https:\/\/www.vue.ai\/blog\/fashion\/thredup-2020-resale-report-trends\/\" target=\"_blank\" rel=\"noreferrer noopener\">7 Things We Learned From The ThredUP 2020 Resale Report<\/a><\/p>\n\n\n\n<p>Related Article <a href=\"https:\/\/www.vue.ai\/products\/virtual-dressing-room\/\">Virtual dressing room<\/a><br>Read More <a href=\"https:\/\/www.vue.ai\/blog\/ai-in-retail\/ecommerce-challenges-in-2021\/\">Ecommerce challenges<\/a><\/p>\n","protected":false},"excerpt":{"rendered":"<p><span class=\"rt-reading-time\" style=\"display: block;\"><span class=\"rt-label rt-prefix\">Reading Time: <\/span> <span class=\"rt-time\">4<\/span> <span class=\"rt-label rt-postfix\">minutes<\/span><\/span> We, at Vue.ai, had the opportunity to interview Shep Hyken, one of the most influential retail experts in the world! He is a New York Times and Wall Street Journal bestselling author,&nbsp; has been inducted into the National Speakers Association Hall of Fame for lifetime achievement in the speaking profession, and has over 35 years  &#8230;<\/p>\n","protected":false},"author":23,"featured_media":8893,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[1523,1161],"tags":[55,419,199,223,883,882,879,880,197,195,878,877,179,881],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v22.6 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>10 Things We Learnt About Customer Experience From Shep Hyken<\/title>\n<meta name=\"description\" content=\"Hall of Fame Speaker, WSJ and NYT Bestselling author Shep Hyken talks about the evolution of customer experience in the wake of the pandemic.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, 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