Loyalty Goes Both Ways
Shep Hyken – customer service motivational speaker, author, trainer, and expert – knows how to create loyal customers. In one of his Shepard Letters, his monthly newsletter, he provides another way in which to create those loyal customers- be loyal to them first!
We all want our customers to be loyal. So here is a thought:
In order to get your customers to be loyal to you, you need to be loyal to your customers.
Are you loyal to your customers? Do they know it? Do they feel it? What are you doing to prove it?
Loyalty is about creating value, building a strong relationship, developing trust, having an understanding of their business, knowing their wants and needs, making them feel special, letting them know you appreciate them – and much more.
While there may be lots of things you can do to prove your loyalty, it really isn’t that difficult. All of the above mentioned – and more – is just common sense. These are the things we should be doing for our customers. So, I have a little exercise/assignment for you to do. It shouldn’t take very long. Here it is:
Write down all of the things you think you are doing, or should be doing, to show your loyalty to your customers. You can start with the list above. Then add more. Be specific and write down how you are (or should be) doing it. Ask a few others what they think and add to the list. Pat yourself on the back for the ones you are doing already, and start doing the ones you aren’t.
That is it. A simple assignment on the surface that will hopefully bring you closer to understanding the value you are giving to your customers – as well as the loyalty you are showing them. After all, why should your customers be loyal to you, if you can’t prove your loyalty to them?
Shep Hyken, CSP, CPAE is a professional speaker and Wall Street Journal best-selling author who works with companies who want to develop loyal relationships with their customers and employees. For more information on Shep's speaking programs, books, tapes and learning programs please contact (314) 692-2200. Email: shep@hyken.com – Web: www.hyken.com – Click here for information on The Customer Focus™ customer service training programs (http://www.TheCustomerFocus.com).
Copyright © 2010, Shep Hyken -- http://www.hyken.com-- (314)692-2200
Shep Hyken is the Chief Amazement Officer of Shepard Presentations. As a customer service expert, he helps clients with their customer service strategies. He is a New York Times and Wall Street Journal best-selling author. For Shep's article blog please visit www.hyken.com/blog For information about Shep's speeches and customer service training, call 314-692-2200. (http://www.Hyken.com and http://www.TheCustomerFocus.com)
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Shep Hyken - Business Speaker and Author
- Shep Hyken
- St. Louis, MO, United States
- Shep Hyken, CSP, CPAE's latest book, "The Cult of the Customer," published by John Wiley and Sons, became a Wall Street Journal best-seller! Contact Shep for details or to order your copy today! (shep@hyken.com)
3 comments:
I think the key here is to treat customer relationships as you would personal relationships. Qualities like loyalty are just as important in business as they are with friends. Especially with today's economy, customers are pickier with their money. We need to let them know that we appreciate their business.
Hi Shep. Good points you got here. I totally get what you're saying about customer loyalty. A good company should ALWAYS be loyal to its customers. How? By addressing consumer queries at the most positive and fast way possible. I commend companies of products or services who have polite and patient call center agents. I think it's one of the factors of keeping loyal customers. Once a customer calls the company hotline, there should be someone who will attend to his or her needs. Commit to giving them the feeling of security.
Great post! Delivering a positive customer experience is the key to building customer loyalty, retention and achieving financial success. Well, this is something that has to be considered. Thanks for the post!
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