Shep Hyken – customer service motivational speaker, author, trainer, and expert says that customer service continues to be more important than ever in getting and keeping customers. In one of his Shepard Letters, his monthly newsletter, Shep shares some interesting customer service statistics and facts.

Customer Service Stats and Facts and What They Mean to Us

Here are several customer service stats and facts, and what they might mean to you. The bottom line is that customer service continues to be more important than ever in customer loyalty. (Tip: Don’t just read this. Print it out and share and discuss it with the people you work with.)

-- Customer Service Fact: 90% of companies agree that the customer experience is important and critical to their 2010 plans. 80% of those companies want to use customer service/experience as a way to differentiate themselves from their competition. (Source: Forrester’s The State of Customer Experience, 2010)

What It Means to You: If you read this carefully it doesn’t say that 90% of companies are committed to delivering great service. They just agree that it is important. And, 80% “want” to use customer service as a differentiator. So, why don’t they just do it? There are plenty of companies out there with a brand promise that includes customer service, however the employees aren’t consistently delivering on that promise. The bottom line, it takes more than a promise.

-- Customer Service Fact: 82% of consumers stopped doing business with a company because of bad customer service. This is up from 59% just four years ago. (Harris Interactive, Customer Experience Impact Report - 2010)

What It Means to You: This is almost a 50% increase! Customers are smarter than ever and looking for more value. More than just customer service, they want a great customer experience. If you can’t deliver, then say goodbye to the customer – and maybe your business.

-- Customer Service Fact: Even in a down economy, 85% of consumers will pay more to the company that provides them better customer service. (Source: Harris Interactive, Customer Experience Impact Report, 2010)

What It Means to You: This is good news! Customer service makes price less relevant. You still need to be competitive, but you don’t necessarily have to be the lowest price – as long as you deliver customer service that adds value to the overall experience.

Above is what I call the “why.” You still need the “how to.” My suggestion is to go to my customer service article website and print out and read through over 150 articles that will give you many “how to’s.” Go to http://www.customer-service-articles.com

Shep Hyken, CSP, CPAE is a professional speaker and 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).

No Mistakes – It Is Just A Goal

Shep Hyken – customer service motivational speaker, author, trainer, and expert says “no mistakes” isn’t reality, but it is a very good goal. In one of his Shepard Letters, his monthly newsletter, Shep explains how we must take responsibility for our mistakes and how to repair them.

Mark Twain once said, “I feel bad for the man that can’t spell a word more than one way.”

I guess this was in response to someone finding a mistake in his writings.

The other day I was working with a client. He had hired me to be the opening speaker at a sales conference. He showed me a letter that we had written him. It was only four sentences long, but it had three mistakes. Wow, was I embarrassed!

Here is the bottom line. Because of the mistakes, he was uncomfortable about working with me. I am a professional speaker and author which means that I am in the communications business. My words are my credibility. And we blew it. No excuse, we let a letter go out without being properly proofed. As a result, my client had concerns about how well I would perform in front of his group – and rightfully so.

Mistakes blow credibility. Some mistakes are tolerated more than others. Some mistakes are inexcusable. But, everyone makes mistakes!

The key in overcoming the mistakes, whatever they may be, is regaining our customer’s confidence in us. Sometimes it just means accepting responsibility, saying you’re sorry and not making an excuse for the mistake. Sometimes it is fixing the mistake fast – with an attitude that shows you care and will do what it takes to make things right. Most of the time, this helps to restore credibility, especially if the problem or mistake doesn’t happen again.

One of the expectations that our customers (both internal and external) have of us is that we don’t make mistakes. “No mistakes” isn’t reality, but it is a very good goal. And if there are mistakes, make sure you fix them and give the customer a renewed confidence to continue working with you.

P.S. There may be mistakes throughout this publication. We agree with what Mark Twain said. We also know that we usually catch the mistakes about an hour after we send it out!

Shep Hyken, CSP, CPAE is a professional speaker and 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).

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