The Real Customer Experience through the Eyes of Your Customers
You may have watched the CBS hit TV show “Undercover Boss.” If you aren’t familiar with the show, each week the cameras follow around a corporate executive who goes “undercover” to participate in various jobs. They get a first hand look at how their decisions impact the employees and their morale – and much more.
Yes, it a bit of “Hollywood,” but don’t miss the incredible lesson it can teach us. I read an article in the Detroit Free Press (www.Freep.com) that featured David Dillon, the chairman and CEO of Kroger, one of the largest grocery store chains in the world. Dillon gets out from behind his desk and spends time in the stores, standing in lines with customers and listening to their comments. He gets a view from his customers’ perspectives with the intention of learning how to make their experience even better.
According to the article in Freep.com, Dillon tells Wall Street analysts that Kroger gets sophisticated data from Dunnhumby, a marketing company based in London. However, the data can only tell part of the story, which is why Dillon chooses to “go undercover” to mingle with his customers and get first hand consumer experience.
Do you need to go undercover? Of course not! This is just one way of gathering important customer information. Twenty plus years ago I wrote about how Anheuser-Busch executives took time to ride in the delivery trucks to see what was happening in the field. They would talk to the owners of grocery stores, restaurants, convenience stores – anywhere that sold Anheuser-Busch products. They didn’t go undercover, but they had the right idea. They wanted to get first hand information from their customers. Perhaps that is why they are at the top of their industry.
This type of program shouldn’t be reserved for high-level executives. What if you developed a program where key employees spent time mingling with their customers? I bet they would bring back some very insightful comments that could help all employees understand the importance of what they do.
The goal is simple: Learn through the eyes of your customers.
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, dvd's and learning programs please contact (314)692-2200. Email: shep@hyken.com – Web:http://www.hyken.com – Click here for information on The Customer Focus™ customer service training programs http://www.TheCustomerFocus.com).
Showing posts with label Customer Experience. Show all posts
Showing posts with label Customer Experience. Show all posts
Tuesday, March 01, 2011
Thursday, February 03, 2011
This blog post is a bit different in that you will have to download a PDF to read it. This is my biggest blog yet. It is more than just a blog or article, it is actually a book within a book – the first three chapters of my new book “The Amazement Revolution: Seven Customer Service Strategies to Create an Amazing Customer (and Employee) Experience.”
First, you will learn about how a 12-year-old’s birthday party magic show business is the root of many customer service strategies in the first chapter titled “The Right Thing to Do.”
Second, you will learn some customer service phrases and terminology that you may
want to start incorporating into your vocabulary.
Third, you will get a master class in customer service as Jim Bush, the executive VP of World Service at American Express takes us through all seven strategies that are taught in the book. I promise this will be a valuable investment of your time.
I have a favor to ask of you. I want to start a customer service Amazement Revolution, so share this with everyone you know; friends, colleagues, customers, etc. Like a chain letter, send it to at least 20 people you know. Unlike a chain letter, nothing will happen to you if you don’t, but if you do, people will appreciate you and say, “Thank you!” If you don’t have 20 or more friends to send it to, then send it to ten! If you don’t have any friends, call me. I’ll be your friend!
Let’s start the Amazement Revolution together! Read it, download it and share it with as many people as possible! Here’s the link:
http://www.AmazementRevolution.com/preview
Thank you in advance for being part of the Revolution!
First, you will learn about how a 12-year-old’s birthday party magic show business is the root of many customer service strategies in the first chapter titled “The Right Thing to Do.”
Second, you will learn some customer service phrases and terminology that you may
want to start incorporating into your vocabulary.
Third, you will get a master class in customer service as Jim Bush, the executive VP of World Service at American Express takes us through all seven strategies that are taught in the book. I promise this will be a valuable investment of your time.
I have a favor to ask of you. I want to start a customer service Amazement Revolution, so share this with everyone you know; friends, colleagues, customers, etc. Like a chain letter, send it to at least 20 people you know. Unlike a chain letter, nothing will happen to you if you don’t, but if you do, people will appreciate you and say, “Thank you!” If you don’t have 20 or more friends to send it to, then send it to ten! If you don’t have any friends, call me. I’ll be your friend!
Let’s start the Amazement Revolution together! Read it, download it and share it with as many people as possible! Here’s the link:
http://www.AmazementRevolution.com/preview
Thank you in advance for being part of the Revolution!
Wednesday, February 02, 2011
Managing the Customer Experience
If you’ve read some of my past articles or seen me speak, you may remember some comments regarding the operations-focused company versus the customer-focused company. The following story is an excellent example of a customer-focused company.
The other day I was in Atlanta and had the craving for a big juicy hamburger and fries. I found this restaurant not too far from my hotel. When it came time to pay, the bill came to $6.07. The teenager taking my money, who’s name was Matt, asked me if I had the seven cents. I told him, “No.” Matt said not to worry and he reached into his pocket, counted out seven cents, and said he would take care of it. I said, “Thanks.”
Matt said, “Now you won’t have to jingle all day.” He chuckled, smiled and thanked me for my business.
I couldn’t help but be impressed with this young worker. He somehow knew that his job wasn’t about taking money, but it was about taking care of the customer.
The manager was standing at the door when I walked out, so I stopped to compliment him about Matt. I told the manager what happened and he smiled. The manager told me that he taught his employees to do that. At the start of every shift, he gave each employee a bunch of pennies and nickels and told them to use them anytime a customer was just a few cents over an even dollar amount. He thought it would be a nice thing to do for the customers. He was right.
He told me how he taught the employees to ask questions. For example, when someone has a To-Go order, they ask if they need extra napkins. There were several other examples he shared as well.
It boils down to this. The manager wasn’t just managing the operation. He was managing the customer experience. He was training his employees on more than operations training. He was teaching people skills. All of the employees knew how to do their jobs; cook food, run the cash register, take orders, etc. But they also learned what makes customers happy. Part of this was achieved by teaching the employees to ask the right questions in various situations. Essentially he was teaching good communication skills.
It is all about focusing on the customer, not just the operation. Too many times we get hung up on teaching people the specific things necessary to do their jobs. However, we miss teaching the people skills. For some reason we think people just know what to do. Some do, some don’t. And even the ones that do need to learn how to use them in their present job.
Think about ways you can make your business more customer friendly. Look for
opportunities to show how easy you are to do business with. I call this customer
management. Yes, we need to manage the operations of our business. But without being customer focused, we may not have a business at all.
While I haven’t used this quote in an article before, it is in my book, “Moments of Magic.” But I couldn’t think of a more appropriate quote to go with this article.
“There is only one boss – the customer. Customers can fire everybody in the company, from the chairman on down, simply by spending their money somewhere else.”
-- Sam Walton
If you’ve read some of my past articles or seen me speak, you may remember some comments regarding the operations-focused company versus the customer-focused company. The following story is an excellent example of a customer-focused company.
The other day I was in Atlanta and had the craving for a big juicy hamburger and fries. I found this restaurant not too far from my hotel. When it came time to pay, the bill came to $6.07. The teenager taking my money, who’s name was Matt, asked me if I had the seven cents. I told him, “No.” Matt said not to worry and he reached into his pocket, counted out seven cents, and said he would take care of it. I said, “Thanks.”
Matt said, “Now you won’t have to jingle all day.” He chuckled, smiled and thanked me for my business.
I couldn’t help but be impressed with this young worker. He somehow knew that his job wasn’t about taking money, but it was about taking care of the customer.
The manager was standing at the door when I walked out, so I stopped to compliment him about Matt. I told the manager what happened and he smiled. The manager told me that he taught his employees to do that. At the start of every shift, he gave each employee a bunch of pennies and nickels and told them to use them anytime a customer was just a few cents over an even dollar amount. He thought it would be a nice thing to do for the customers. He was right.
He told me how he taught the employees to ask questions. For example, when someone has a To-Go order, they ask if they need extra napkins. There were several other examples he shared as well.
It boils down to this. The manager wasn’t just managing the operation. He was managing the customer experience. He was training his employees on more than operations training. He was teaching people skills. All of the employees knew how to do their jobs; cook food, run the cash register, take orders, etc. But they also learned what makes customers happy. Part of this was achieved by teaching the employees to ask the right questions in various situations. Essentially he was teaching good communication skills.
It is all about focusing on the customer, not just the operation. Too many times we get hung up on teaching people the specific things necessary to do their jobs. However, we miss teaching the people skills. For some reason we think people just know what to do. Some do, some don’t. And even the ones that do need to learn how to use them in their present job.
Think about ways you can make your business more customer friendly. Look for
opportunities to show how easy you are to do business with. I call this customer
management. Yes, we need to manage the operations of our business. But without being customer focused, we may not have a business at all.
While I haven’t used this quote in an article before, it is in my book, “Moments of Magic.” But I couldn’t think of a more appropriate quote to go with this article.
“There is only one boss – the customer. Customers can fire everybody in the company, from the chairman on down, simply by spending their money somewhere else.”
-- Sam Walton
Wednesday, January 26, 2011
Manage Customer Experience through Small Details
It was just a small thing that most people wouldn’t notice, but it was a detail worth noting in the quest for outstanding service. I’ll try and paint you a verbal picture of the situation. I was staying at one of the Disney hotels in Orlando. There was a line at the check in counter. I guess they were getting us ready for the lines at the theme park.
There were at least eight front desk personnel checking in guests, so the line was moving. When it was my turn to check in, the open spot was at the other end of the front desk. Rather than the front desk looking over at me and yelling, “Next,” she walked over from behind the desk to where the line was, smiled at me, greeted me, and asked me to come over to her area to check in. All of the front desk personnel did the same thing when their areas opened up for the next guest to check in.
Contrast that with the very expensive hotel I just stayed at in New York City. It was my turn to check in and the guy at the front desk yelled, “Next.” He didn’t welcome me when I approached him. He just said, “Name.” I guess that was his way of saying, “Welcome to our very expensive and well known hotel. I’m here to check you in. May I have your name please?”
This was just a little thing, and by itself is nothing significant. But if enough of these little things are good, they add up and eventually get noticed. Conversely, so do the bad ones. And once you have even a small, seemingly insignificant bad experience take place, it becomes magnified when another one happens.
Anybody and any company can manage the big and obvious things. It’s the little things that can make you stand out. Details can make the difference.
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:http://www.hyken.com – Click here for information on The Customer Focus™ customer service training programs (http://www.TheCustomerFocus.com).
It was just a small thing that most people wouldn’t notice, but it was a detail worth noting in the quest for outstanding service. I’ll try and paint you a verbal picture of the situation. I was staying at one of the Disney hotels in Orlando. There was a line at the check in counter. I guess they were getting us ready for the lines at the theme park.
There were at least eight front desk personnel checking in guests, so the line was moving. When it was my turn to check in, the open spot was at the other end of the front desk. Rather than the front desk looking over at me and yelling, “Next,” she walked over from behind the desk to where the line was, smiled at me, greeted me, and asked me to come over to her area to check in. All of the front desk personnel did the same thing when their areas opened up for the next guest to check in.
Contrast that with the very expensive hotel I just stayed at in New York City. It was my turn to check in and the guy at the front desk yelled, “Next.” He didn’t welcome me when I approached him. He just said, “Name.” I guess that was his way of saying, “Welcome to our very expensive and well known hotel. I’m here to check you in. May I have your name please?”
This was just a little thing, and by itself is nothing significant. But if enough of these little things are good, they add up and eventually get noticed. Conversely, so do the bad ones. And once you have even a small, seemingly insignificant bad experience take place, it becomes magnified when another one happens.
Anybody and any company can manage the big and obvious things. It’s the little things that can make you stand out. Details can make the difference.
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:http://www.hyken.com – Click here for information on The Customer Focus™ customer service training programs (http://www.TheCustomerFocus.com).
Wednesday, December 22, 2010
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).
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).
Wednesday, October 27, 2010
The Honeymoon Should Never Be Over
Shep Hyken – customer service motivational speaker, author, trainer, and expert – explains how interacting with a customer forms a relationship in one of his Shepard Letters, his monthly newsletter, and how to maintain that relationship as time goes on. (Hint: the end of the transaction is not the end of the relationship!)
We have been doing business with a printer on a somewhat regular basis for several years. I remember the first day their sales rep called on us. They brought us samples, followed up throughout the process and personally delivered our order. This type of service continued for the next several times we placed orders.
Then one day the sales rep couldn't come out and asked us to come to them. We thought nothing of it, went and visited their facility and placed our order. Then, the order was delivered and there was an extra charge for courier service. This was the first time we had been charged for delivery. Usually our sales rep personally delivered the finished product.
We were frustrated. I've told them not to expect us to come in and not to charge us for the delivery – at least as a line item on the final invoice. I've ask them to quote a price that includes everything related to the project. If we wanted a price breakdown, we would ask for it.
We had come to expect a certain level of service, and they set the expectation based on the first several times we worked together. Then something changed. So, what happened?
A simple answer might be in an old cliché. The honeymoon is over.
They did what they could to get our business. The expectation they created was not anything unusual. As a matter of fact, we thought this was the norm. Another printer we do business with for other types of projects has a sales rep that brings samples, delivers, just stops by to say hello – and more.
Our relationship is now in jeopardy. It is a shame. They are nice people. Their price, while not always the lowest has been competitive. They have been able to do some of the special projects that our other printer couldn't or didn't want to do. They originally provided us a level of service that we had been used to, and therefore expected – but asking for what they used to do for us now seems like an inconvenience for them.
Lesson: Business is kind of like dating. The first time you do business with someone is like a date. You hope they want to go out – or do business with you - again. You finally, as some say, close the deal. To me, that is like getting married and going on the honeymoon. This is really the start of the long-term relationship. Get that? This is important! The close is really the start. So, don't fall down after the honeymoon. In business the honeymoon should never be over!
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 – customer service motivational speaker, author, trainer, and expert – explains how interacting with a customer forms a relationship in one of his Shepard Letters, his monthly newsletter, and how to maintain that relationship as time goes on. (Hint: the end of the transaction is not the end of the relationship!)
We have been doing business with a printer on a somewhat regular basis for several years. I remember the first day their sales rep called on us. They brought us samples, followed up throughout the process and personally delivered our order. This type of service continued for the next several times we placed orders.
Then one day the sales rep couldn't come out and asked us to come to them. We thought nothing of it, went and visited their facility and placed our order. Then, the order was delivered and there was an extra charge for courier service. This was the first time we had been charged for delivery. Usually our sales rep personally delivered the finished product.
We were frustrated. I've told them not to expect us to come in and not to charge us for the delivery – at least as a line item on the final invoice. I've ask them to quote a price that includes everything related to the project. If we wanted a price breakdown, we would ask for it.
We had come to expect a certain level of service, and they set the expectation based on the first several times we worked together. Then something changed. So, what happened?
A simple answer might be in an old cliché. The honeymoon is over.
They did what they could to get our business. The expectation they created was not anything unusual. As a matter of fact, we thought this was the norm. Another printer we do business with for other types of projects has a sales rep that brings samples, delivers, just stops by to say hello – and more.
Our relationship is now in jeopardy. It is a shame. They are nice people. Their price, while not always the lowest has been competitive. They have been able to do some of the special projects that our other printer couldn't or didn't want to do. They originally provided us a level of service that we had been used to, and therefore expected – but asking for what they used to do for us now seems like an inconvenience for them.
Lesson: Business is kind of like dating. The first time you do business with someone is like a date. You hope they want to go out – or do business with you - again. You finally, as some say, close the deal. To me, that is like getting married and going on the honeymoon. This is really the start of the long-term relationship. Get that? This is important! The close is really the start. So, don't fall down after the honeymoon. In business the honeymoon should never be over!
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
Wednesday, September 29, 2010
Be Good For Your Customer
Shep Hyken – customer service motivational speaker, author, trainer, and expert – explains the difference between being good to your customer and being good for your customer in one of his Shepard Letters, his monthly newsletter.
One of my clients Todd Walker of Network Communications (They publish monthly real estate books that market residential properties.) had a great comment about how he takes care of his customers, the real estate agents and brokers that buy the adds in his books. He asks them, “Do you want me to be good to you, or good for you?”
Think about that question for a moment. Being good “to” the customer means you take care of them, give them great service, etc. But being good “for” the customer is different. It is helping them or enhancing their experience.
Sometimes it is easy to enhance an experience or increase the value of your products or services by just making suggestions or helping the customer. Other times you have to sell more. Up-selling sometimes scares sales people, but it has to be done. It is a disservice not to up-sell the customer when it is appropriate and necessary to the success of the product.
As mentioned above, Todd sells advertising in a book. Being good “for” the customer means the sales person can help design the advertisement for the customer. They may even suggest a larger advertisement, not because it brings more revenue to Network Communications, but because it will truly create better results for the customer. The sales rep is helping the customer receive maximum impact for the advertising dollars.
How about the server at a restaurant that suggests that the guest try the new appetizer? The server could just take the food order, but instead is suggesting something that might add to the enjoyment of the meal. Yes, it adds dollars to the check, but it also enhances the experience.
Recently at a retail golf store I saw the sales person sell some expensive golf clubs. What compelled the customer to buy the clubs on the spot was when the sales person said, “I could sell you these clubs today and I know you would be happy with them. But I won’t sell them to you until I make sure they are the right clubs for your golf swing. So, let’s step over to our practice facility and make sure you are comfortable with these clubs.” Fifteen minutes later the customer felt like they had a golf lesson – with clubs that would help improve the game. Sold!
Let’s take Todd’s question a bit further. The question is really a philosophy. There really isn’t a choice. The customer deserves to have both. We should be good “to” and “for” the customer. That is what Todd intends. Posing it as a question is only for the benefit of the customer.
In conclusion, don’t just take care of the customer. Help the customer. Don’t just be good “to” the customer. Be good “for” the customer. Show value, create an experience and always strive to exceed their expectations.
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 – customer service motivational speaker, author, trainer, and expert – explains the difference between being good to your customer and being good for your customer in one of his Shepard Letters, his monthly newsletter.
One of my clients Todd Walker of Network Communications (They publish monthly real estate books that market residential properties.) had a great comment about how he takes care of his customers, the real estate agents and brokers that buy the adds in his books. He asks them, “Do you want me to be good to you, or good for you?”
Think about that question for a moment. Being good “to” the customer means you take care of them, give them great service, etc. But being good “for” the customer is different. It is helping them or enhancing their experience.
Sometimes it is easy to enhance an experience or increase the value of your products or services by just making suggestions or helping the customer. Other times you have to sell more. Up-selling sometimes scares sales people, but it has to be done. It is a disservice not to up-sell the customer when it is appropriate and necessary to the success of the product.
As mentioned above, Todd sells advertising in a book. Being good “for” the customer means the sales person can help design the advertisement for the customer. They may even suggest a larger advertisement, not because it brings more revenue to Network Communications, but because it will truly create better results for the customer. The sales rep is helping the customer receive maximum impact for the advertising dollars.
How about the server at a restaurant that suggests that the guest try the new appetizer? The server could just take the food order, but instead is suggesting something that might add to the enjoyment of the meal. Yes, it adds dollars to the check, but it also enhances the experience.
Recently at a retail golf store I saw the sales person sell some expensive golf clubs. What compelled the customer to buy the clubs on the spot was when the sales person said, “I could sell you these clubs today and I know you would be happy with them. But I won’t sell them to you until I make sure they are the right clubs for your golf swing. So, let’s step over to our practice facility and make sure you are comfortable with these clubs.” Fifteen minutes later the customer felt like they had a golf lesson – with clubs that would help improve the game. Sold!
Let’s take Todd’s question a bit further. The question is really a philosophy. There really isn’t a choice. The customer deserves to have both. We should be good “to” and “for” the customer. That is what Todd intends. Posing it as a question is only for the benefit of the customer.
In conclusion, don’t just take care of the customer. Help the customer. Don’t just be good “to” the customer. Be good “for” the customer. Show value, create an experience and always strive to exceed their expectations.
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
Wednesday, September 08, 2010
The Name Game
Shep Hyken – customer service motivational speaker, author, trainer, and expert – suggests a simple customer service tactic in one of his Shepard Letters, his monthly newsletter, that can change a customer’s whole experience with you. Just use their name!
Several months ago I was invited to a beautiful resort on an exotic island (Nevis) to present my program at a business meeting. As I walked off of the plane there was a representative from the travel company greeting me, holding a sign with my name. As soon as she identified me, she started using my name. She helped me get a cab and told the driver where to take me.
While we were driving to the airport the driver asked, "Where are you from, Mr. Hyken?" It wasn't the question that surprised me. It was that he used my name. We had a nice conversation on the way to the hotel.
Once at the hotel, the doorman greeted me by name. "Welcome to our hotel, Mr. Hyken." It was obvious that the woman at the airport informed someone I was on my way.
When I checked in the person didn't ask my name. She already had it.
The manager came out and introduced himself to me. He didn't have to ask my name. He already knew it.
On the way to my room, the bellman used my name.
I met the housekeeper later in the day. When she greeted me she asked if she was pronouncing my name properly.
Every time I walked through the lobby someone from the hotel staff acknowledged me by name. And, all of this started with the person who met me when I arrived at the airport. She had put the system to work by simply letting someone at the hotel know that I was on my way.
This was a great experience. I was truly impressed. I can't exactly describe how this constant use of my name made me feel, other than to say it was great. I felt more at home, more at ease, more comfortable – more of a guest than a customer.
It is obvious that the Four Seasons on Nevis has customer service down to an art. They are recognized as one of the top resort hotels in the world. It takes a lot of things, some big and some small, to be great. I would put using a customer's name down as small thing. It is almost just a detail. But, sometimes it is the smallest things that make the great ones great.
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 – customer service motivational speaker, author, trainer, and expert – suggests a simple customer service tactic in one of his Shepard Letters, his monthly newsletter, that can change a customer’s whole experience with you. Just use their name!
Several months ago I was invited to a beautiful resort on an exotic island (Nevis) to present my program at a business meeting. As I walked off of the plane there was a representative from the travel company greeting me, holding a sign with my name. As soon as she identified me, she started using my name. She helped me get a cab and told the driver where to take me.
While we were driving to the airport the driver asked, "Where are you from, Mr. Hyken?" It wasn't the question that surprised me. It was that he used my name. We had a nice conversation on the way to the hotel.
Once at the hotel, the doorman greeted me by name. "Welcome to our hotel, Mr. Hyken." It was obvious that the woman at the airport informed someone I was on my way.
When I checked in the person didn't ask my name. She already had it.
The manager came out and introduced himself to me. He didn't have to ask my name. He already knew it.
On the way to my room, the bellman used my name.
I met the housekeeper later in the day. When she greeted me she asked if she was pronouncing my name properly.
Every time I walked through the lobby someone from the hotel staff acknowledged me by name. And, all of this started with the person who met me when I arrived at the airport. She had put the system to work by simply letting someone at the hotel know that I was on my way.
This was a great experience. I was truly impressed. I can't exactly describe how this constant use of my name made me feel, other than to say it was great. I felt more at home, more at ease, more comfortable – more of a guest than a customer.
It is obvious that the Four Seasons on Nevis has customer service down to an art. They are recognized as one of the top resort hotels in the world. It takes a lot of things, some big and some small, to be great. I would put using a customer's name down as small thing. It is almost just a detail. But, sometimes it is the smallest things that make the great ones great.
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
Wednesday, August 18, 2010
Create a Unique Experience
All businesses have similar issues. Many compete head to head, trying to outdo one another. But at the end of the day, people do business with people, and employees can create a success or, unfortunately, a failure.
So, let’s say we have the amenities for our customers, whatever they might be for whatever business you are in. And, let’s say you have great people doing great things for your customers and clients. What else can we do? Well, let’s go back to the hotel industry because once again, they are a perfect example of what needs to be done. It is simple. Create an experience, but one that is different.
The Hard Rock Hotel, an upscale hotel chain, is a great example. Beyond great service and a visual theme throughout their hotels, they pipe in rock and roll music. This is really an over simplification of their concept. They go beyond the unique atmosphere and ultimately create a rock and roll experience.
In New York City there is a unique hotel called The Library Hotel. The floors and rooms tie into the Dewy Decimal System, and depending on what floor or room you are in, you will have a different experience.
The Hotel Fox in Denmark creates a unique experience for their guests. Every one of their rooms has been designed by a different artist. When a guest checks in, they are given a virtual tour on a computer of the different rooms that are available. Then the guest chooses the room that is most appealing.
You don’t have to own a hotel to do this. A friend of mine is an industrial sales rep and performs magic tricks for his customers. Every time he sees his customers he has a new trick, and they love him. A pediatrician blows up balloon animals for his patients, which makes going to the doctor not such a scary thing. A dentist puts high-end music headphones on his patients to help them relax. A hardware store that is open early in the morning for their contractors offers a continental breakfast and coffee. A grocery store chain has miniature carts so kids can push a little cart around as they follow their parents up and down the aisles of the store.
Having high quality products or services is important. And when you combine that with delivering outstanding service, you have a winning combination. Then, take it to the next level by creating an experience. But you can even go a step further, and that is to make the experience unique. Be different!
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 - customer service motivational speaker, author, trainer and expert – brings up examples of creating unique experiences for your customers in a Shepard Letter, his monthly newsletter, and also how to capitalize on your differences.
In the past I’ve written about hotels and specifically about amenity wars. This is where one hotel comes out with a better bed – such as Westin’s Heavenly Bed. It gives them a competitive edge for a while, but eventually other hotels catch on and compete head to head. Eventually these amenities don’t make the difference anymore. At a certain point, no matter how big the rooms are, or how plush the bed is or how nice the chocolates are on the pillows, it comes down to the people making the difference. The staff can make or break it for the hotel.All businesses have similar issues. Many compete head to head, trying to outdo one another. But at the end of the day, people do business with people, and employees can create a success or, unfortunately, a failure.
So, let’s say we have the amenities for our customers, whatever they might be for whatever business you are in. And, let’s say you have great people doing great things for your customers and clients. What else can we do? Well, let’s go back to the hotel industry because once again, they are a perfect example of what needs to be done. It is simple. Create an experience, but one that is different.
The Hard Rock Hotel, an upscale hotel chain, is a great example. Beyond great service and a visual theme throughout their hotels, they pipe in rock and roll music. This is really an over simplification of their concept. They go beyond the unique atmosphere and ultimately create a rock and roll experience.
In New York City there is a unique hotel called The Library Hotel. The floors and rooms tie into the Dewy Decimal System, and depending on what floor or room you are in, you will have a different experience.
The Hotel Fox in Denmark creates a unique experience for their guests. Every one of their rooms has been designed by a different artist. When a guest checks in, they are given a virtual tour on a computer of the different rooms that are available. Then the guest chooses the room that is most appealing.
You don’t have to own a hotel to do this. A friend of mine is an industrial sales rep and performs magic tricks for his customers. Every time he sees his customers he has a new trick, and they love him. A pediatrician blows up balloon animals for his patients, which makes going to the doctor not such a scary thing. A dentist puts high-end music headphones on his patients to help them relax. A hardware store that is open early in the morning for their contractors offers a continental breakfast and coffee. A grocery store chain has miniature carts so kids can push a little cart around as they follow their parents up and down the aisles of the store.
Having high quality products or services is important. And when you combine that with delivering outstanding service, you have a winning combination. Then, take it to the next level by creating an experience. But you can even go a step further, and that is to make the experience unique. Be different!
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
Wednesday, July 07, 2010
Customer Service Training Tip - FAQ #8
Social Media & Customer Service
This is the eighth in a series of ten frequently asked questions and answers about customer service. Please feel free to share your answer or comments to these questions.
I keep hearing about social media being big for customer service. How can I use social media to enhance my service?
Social media is a rage these days. For example, you hear about companies using Twitter to learn about their happy and dissatisfied customers. Here are several thoughts:
Yes, you should have a Twitter account. For those who don’t know, Twitter lets you post a short message that can potentially be broadcast to the entire world. Once you sign up you can do a search for any postings that include your company’s name. If there are any out there you can read them and respond appropriately.
What about Facebook? Companies are creating value for their customers by setting up Facebook groups where customers can have on-line conversations about all kinds of topics you feel are important.
Hosting a Blog allows you to share information about your products and services to the world. Don’t create blatant promotion. Give away great ideas and advice.
In the three ideas above – or any social media strategy – you must offer value to your customers. If you give away valuable tips and advice about how to use your products and services, you will start to attract followers, who if they aren’t already your customers, will hopefully be soon.
Part of great customer service is creating exceptional value beyond just the product or service you sell. Social media is a great way to accomplish this.
Please share with us your answer or comments to the above question. Thank you!
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: http://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
Social Media & Customer Service
This is the eighth in a series of ten frequently asked questions and answers about customer service. Please feel free to share your answer or comments to these questions.
I keep hearing about social media being big for customer service. How can I use social media to enhance my service?
Social media is a rage these days. For example, you hear about companies using Twitter to learn about their happy and dissatisfied customers. Here are several thoughts:
Yes, you should have a Twitter account. For those who don’t know, Twitter lets you post a short message that can potentially be broadcast to the entire world. Once you sign up you can do a search for any postings that include your company’s name. If there are any out there you can read them and respond appropriately.
What about Facebook? Companies are creating value for their customers by setting up Facebook groups where customers can have on-line conversations about all kinds of topics you feel are important.
Hosting a Blog allows you to share information about your products and services to the world. Don’t create blatant promotion. Give away great ideas and advice.
In the three ideas above – or any social media strategy – you must offer value to your customers. If you give away valuable tips and advice about how to use your products and services, you will start to attract followers, who if they aren’t already your customers, will hopefully be soon.
Part of great customer service is creating exceptional value beyond just the product or service you sell. Social media is a great way to accomplish this.
Please share with us your answer or comments to the above question. Thank you!
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: http://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
Wednesday, June 16, 2010
Customer Service Training Tip - FAQ #5
The Cost of Good Customer Service
This is the fifth in a series of ten frequently asked questions and answers about customer service. Please feel free to share your answer or comments to these questions.
How much does it cost to deliver good customer service?
The question should actually be how much does it cost to deliver bad customer service? Bad customer service leads to low or no repeat business, no or poor word of mouth, morale issues inside the company and more.
There is a cost to delivering good service. Sometimes it does cost more to deliver value. It also costs to train employees. Yet, usually the cost is far less than the cost of not providing a good and value-added experience for the reasons listed above.
Again, please share with us your answer or comments to the
above question. Thank you!
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: http://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
The Cost of Good Customer Service
This is the fifth in a series of ten frequently asked questions and answers about customer service. Please feel free to share your answer or comments to these questions.
How much does it cost to deliver good customer service?
The question should actually be how much does it cost to deliver bad customer service? Bad customer service leads to low or no repeat business, no or poor word of mouth, morale issues inside the company and more.
There is a cost to delivering good service. Sometimes it does cost more to deliver value. It also costs to train employees. Yet, usually the cost is far less than the cost of not providing a good and value-added experience for the reasons listed above.
Again, please share with us your answer or comments to the
above question. Thank you!
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: http://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
Thursday, April 09, 2009
"The Cult of the Customer" Hits Amazon Best-Seller List
Exciting news. "The Cult of the Customer" hit #1 on Amazon.com's business, customer service and marketing best-seller list and # 2 on the overall Amazon.com best-seller list. Get more information on this book at www.CultOfTheCustomer.com.
Constantly Upgrade
This ties into consistency; always trying to be your best. To take it a step further – to the “next level.”, always try and “notch it up.” Steve Wynn, the Las Vegas businessman has a philosophy that every project he does has to be better than the last one. In Vegas he went from the Golden Nugget, to Treasure Island, to the Mirage, to the Bellagio, to the Wynn and recently the Encore. Each time it was his goal to make the new hotel and resort better than the last. Think about how you can incorporate Steve Wynn’s philosophy into your business. What can you do to be better than before? The ultimate is when you are so good at what you do that just meeting the customer’s expectations will make them say… “Amazing!”
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 (www.TheCustomerFocus.com).
Exciting news. "The Cult of the Customer" hit #1 on Amazon.com's business, customer service and marketing best-seller list and # 2 on the overall Amazon.com best-seller list. Get more information on this book at www.CultOfTheCustomer.com.
Constantly Upgrade
This ties into consistency; always trying to be your best. To take it a step further – to the “next level.”, always try and “notch it up.” Steve Wynn, the Las Vegas businessman has a philosophy that every project he does has to be better than the last one. In Vegas he went from the Golden Nugget, to Treasure Island, to the Mirage, to the Bellagio, to the Wynn and recently the Encore. Each time it was his goal to make the new hotel and resort better than the last. Think about how you can incorporate Steve Wynn’s philosophy into your business. What can you do to be better than before? The ultimate is when you are so good at what you do that just meeting the customer’s expectations will make them say… “Amazing!”
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 (www.TheCustomerFocus.com).
Wednesday, December 17, 2008
How Easy Is It to Buy From You?
How many ways can your customers buy what it is that you sell?
Domino’s just announced a new way to order pizza. Up until recently, there were three ways you could order a Domino’s pizza; place your order on the phone, on their website or on location. Now if you own a TiVo digital video recorder, you can now order a pizza direct from your TV. When customers see a Domino’s ad, they will be able to click “I want it” from their TV (TiVo) remote control. In about 30 minutes a piping hot Domino’s pizza will be delivered.
The lesson: Look for non-traditional ways/channels of selling your products or services. Options make it easier for customers to buy from you.
Coming in April 2009 – The Cult of the Customer by Shep Hyken
Announcing a new book! The Cult of the Customer – How to Create an Amazing Customer Experience That Turns Satisfied Customers into Customer Evangelists by Shep Hyken will be released in April 2009. (Published by Wiley, hardback and 256 pages.) What happens on the inside of your company is what your customer will experience. Is your company in “alignment?” Does every employee understand the vision? Do employees love their jobs? This book is filled with lessons, strategies and case studies that will show you how to build a customer service culture that will make your customers (and employees) say, “Wow!” Pre-order today and you will receive a number of special gifts. Go to www.CultoftheCustomer.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 (www.TheCustomerFocus.com).
How many ways can your customers buy what it is that you sell?
Domino’s just announced a new way to order pizza. Up until recently, there were three ways you could order a Domino’s pizza; place your order on the phone, on their website or on location. Now if you own a TiVo digital video recorder, you can now order a pizza direct from your TV. When customers see a Domino’s ad, they will be able to click “I want it” from their TV (TiVo) remote control. In about 30 minutes a piping hot Domino’s pizza will be delivered.
The lesson: Look for non-traditional ways/channels of selling your products or services. Options make it easier for customers to buy from you.
Coming in April 2009 – The Cult of the Customer by Shep Hyken
Announcing a new book! The Cult of the Customer – How to Create an Amazing Customer Experience That Turns Satisfied Customers into Customer Evangelists by Shep Hyken will be released in April 2009. (Published by Wiley, hardback and 256 pages.) What happens on the inside of your company is what your customer will experience. Is your company in “alignment?” Does every employee understand the vision? Do employees love their jobs? This book is filled with lessons, strategies and case studies that will show you how to build a customer service culture that will make your customers (and employees) say, “Wow!” Pre-order today and you will receive a number of special gifts. Go to www.CultoftheCustomer.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 (www.TheCustomerFocus.com).
Thursday, October 09, 2008
Practice Confidence Building Habits
People like to be around people they know they like and they trust. It can take quite a while for someone to really know and like you, let alone trust you. However, it can take just a moment to create a negative impression that quickly erodes confidence. One way to build a relationship is to practice confidence building habits. Here are four simple confidence building habits that will help you build an even stronger relationship with your customers as well as the people you work with.
1. Be polite – Say please and thank you. Be nice to people.
2. Do what you say you will do. If you don’t, it is the quickest way to erode confidence in you and your abilities.
3. Don’t blame failure on others. It shows you are out of control. Take accountability for what happens around you.
4. Be on time. Being late shows disrespect for others’ time.
Sounds simple, doesn’t it? Well, they are which is why there is no excuse not to make a habit of them.
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 (www.TheCustomerFocus.com).
People like to be around people they know they like and they trust. It can take quite a while for someone to really know and like you, let alone trust you. However, it can take just a moment to create a negative impression that quickly erodes confidence. One way to build a relationship is to practice confidence building habits. Here are four simple confidence building habits that will help you build an even stronger relationship with your customers as well as the people you work with.
1. Be polite – Say please and thank you. Be nice to people.
2. Do what you say you will do. If you don’t, it is the quickest way to erode confidence in you and your abilities.
3. Don’t blame failure on others. It shows you are out of control. Take accountability for what happens around you.
4. Be on time. Being late shows disrespect for others’ time.
Sounds simple, doesn’t it? Well, they are which is why there is no excuse not to make a habit of them.
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 (www.TheCustomerFocus.com).
Wednesday, October 01, 2008
Domino’s Selling More than Pizza
Not long ago I read an article about how Dominos is now selling more than pizza. They have added sandwiches to their menu. This is their response to slipping sales, which might be happening because of the economy or the competition. Great idea, and here is my take on it.
How many times have you heard companies lowering their prices to combat slumping sales? Now, the company has to sell more to make the same profit, if they are making a profit at all.
Lesson: What Dominos has done is added value to the customer by giving them more menu choices – not by cutting prices. People know of Dominos good reputation. Dominos has worked hard to develop a reputable brand. Because of that reputation, customers may be willing to try the new sandwiches. I’ll bet they are pretty darn good.
Hey, I’m hungry. Time to order lunch. I think it will be a Dominos sub sandwich!
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 (www.TheCustomerFocus.com).
Not long ago I read an article about how Dominos is now selling more than pizza. They have added sandwiches to their menu. This is their response to slipping sales, which might be happening because of the economy or the competition. Great idea, and here is my take on it.
How many times have you heard companies lowering their prices to combat slumping sales? Now, the company has to sell more to make the same profit, if they are making a profit at all.
Lesson: What Dominos has done is added value to the customer by giving them more menu choices – not by cutting prices. People know of Dominos good reputation. Dominos has worked hard to develop a reputable brand. Because of that reputation, customers may be willing to try the new sandwiches. I’ll bet they are pretty darn good.
Hey, I’m hungry. Time to order lunch. I think it will be a Dominos sub sandwich!
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 (www.TheCustomerFocus.com).
Wednesday, April 23, 2008
Want Good Service? Then Pay for It!
The airline industry, for the most part, has trashed their reputation for good service. I actually have written that you can treat me like dirt, just get me to where I’m supposed to be on time and I’ll probably fly on your airline again. The airlines, on their own, have defined good service as reliable versus the way the passenger is treated.
Okay, there are some exceptions. And, the experience I have on my airline of choice is that they will sometimes deliver exceptional service (and sometimes not so exceptional). What if the airlines said, “Pay us a little extra, and we’ll give you better service.”?
That is exactly what Air Canada did with a service they call “On My Way.” If passengers are willing to pay an extra $25 on shorter flights and $35 for longer ones, Air
Here’s my take. On the surface it looks like Air
Shep Hyken, CSP 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 (www.TheCustomerFocus.com).
Monday, April 07, 2008
Fun, Fun, Fun!
I had a great opportunity recently to work with a company for an employee meeting. U-Gas and Dirt Cheap (same company) is a convenience store and liquor store chain based in
They have business cards that have “Fun! Fun! Fun!” written across the top. They give away heart shaped candy to customers on Valentine Day. They give away Mardi-Gras beads during Mardi-Gras. You get the idea. Customers have fun when they shop at U-Gas and Dirt Cheap – and so do the employees!
So how does the fun factor into their success? People like to come back. That’s what U-Gas and Dirt Cheap strive for. They want their customers to love to do business with them. They work hard at keeping the employees motivated and incorporate fun programs that make the customers want to come back.
There are lots of strategies you can and should incorporate into your customer experience strategy, and FUN could be a good one!
Shep Hyken, CSP 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 (www.TheCustomerFocus.com).
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