Posts Tagged ‘Shep Hyken’
The Two Sides of Customer Service Training
For any business to deliver good customer service, its employees must have both the attitude and the skills. The best companies know this, and through hiring and training make sure their employees have both.
Read More If Customers Can Own Our Brand, They Can Also Own Our Business
Is a customer loyalty program really a loyalty program? Does the typical customer enrolled in the program feel some sort of connection beyond the rewards, points or discounts they receive?
Read More Customer Service Must Be Deeply Rooted in Company’s Culture
The bottom line is that to be the best place to buy you must be the best place to work. Here is your best tactic: Treat your employees the way you want your customers to be treated—maybe even better!
Read More A Bad Customer Service Example Set by a Manager
Learning experiences are everywhere, and in customer service, you can learn from the bad experiences as well as the good. I had a bad experience the other night, while having dinner at a favorite restaurant.
Read More Customer Congruency: What Are We Promising Our Customers?
As a business, we try to get our customers to perceive us a certain way. In the end, the customer determines if we have succeeded. What promises are we making to our customers?
Read More Creating a 140-Character Brand Promise
Can you state your brand promise in 140 characters or fewer? And, more importantly, do you deliver on it? Would your customers be able to answer with your company’s name by simply reading the short, concise description?
Read More Is Your Customer Loyal to You or Your Price?
What would happen if you were just a little higher priced than your competitor? How would your customers react? Would your loyal customers continue to do business with you, in spite of your higher price?
Read More 5 Customer Service Tips to Prepare for the Holiday Rush
Ah, Black Friday, the day after Thanksgiving, quite possibly the busiest shopping day of the year. Even if you’re not a retailer, read on. There are lessons here that can be applied to any business that experiences a “busy season.”
Read More 80 Percent of Customer Service: Just Being Nice
Woody Allen once said, “80 percent of success is just showing up.” To that I would add, “80 percent of customer service is just being nice.”
Read More Partial Customer Satisfaction
Customers want choice. For many businesses, an important aspect of keeping customers happy is giving them options to tailor the product or service to their liking.
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