Customer Service Tip: Would You Recommend Your Competition?
I am always looking for great examples of customer service in my daily life. Something happened the other night that I think is “kind of cool.” My wife and I went to a great restaurant - Corky's. It just opened. Prices were extremely reasonable and the food was better than good. The owner talked to us quite a bit. Yes, we had a good experience at Corky's and we plan to go back soon, but there's more.
A good part of our conversation with the owner was about his recommending other restaurants for us to go to. That's right; he was telling us where we should go next weekend. Was he trying to tell us he would rather us go to his competition and not come back? I don't think so.
This man was so confident about his own business, that he could talk well of his competitors knowing that we will still be back. When did you last talk to a salesperson that told you how great their competition was? Do you have enough confidence in your company’s products and services to praise your competitors? Like I said, this was “kind of cool.”
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 Loyalty. Show all posts
Showing posts with label Customer Loyalty. Show all posts
Thursday, February 24, 2011
Wednesday, February 09, 2011
Customer Service and Customer Care - What's the difference?
Recently one of our readers wrote in with a question about the difference between customer service and customer care. I sent back an answer and felt that it was worth sharing with everyone.
This type of question has been asked before. The reason there is confusion is because different people and companies give different names to their process. Comments like, "We give great customer service." Or, "We go beyond customer service and believe in customer care." Or, "We don't just service our customers, we delight our customers."
These statements are great. So what's the best? Is it customer service, customer care, customer relations, customer delight, etc.? What should we call it, or is there a difference?
The answer is: There is no difference.
I don't care what you call it. The terms are interchangeable. Brand it whatever you want. The bottom line is that you want to do one thing:
Make them come back the next time.
How you go about it is what is really important. That's the process, not what you call it.
That's it. It's that simple. Call it customer service, customer care, customer loyalty, customer relations, etc. These are all labels that are meant to really do one thing. That is to get the customer/client to want to come back to you, and only you, the next time they need what it is that you do or sell.
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).
Recently one of our readers wrote in with a question about the difference between customer service and customer care. I sent back an answer and felt that it was worth sharing with everyone.
This type of question has been asked before. The reason there is confusion is because different people and companies give different names to their process. Comments like, "We give great customer service." Or, "We go beyond customer service and believe in customer care." Or, "We don't just service our customers, we delight our customers."
These statements are great. So what's the best? Is it customer service, customer care, customer relations, customer delight, etc.? What should we call it, or is there a difference?
The answer is: There is no difference.
I don't care what you call it. The terms are interchangeable. Brand it whatever you want. The bottom line is that you want to do one thing:
Make them come back the next time.
How you go about it is what is really important. That's the process, not what you call it.
That's it. It's that simple. Call it customer service, customer care, customer loyalty, customer relations, etc. These are all labels that are meant to really do one thing. That is to get the customer/client to want to come back to you, and only you, the next time they need what it is that you do or sell.
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, January 05, 2011
Ten Compelling Reasons to Deliver an
Amazing Customer Service Experience
I love lists, especially when it comes to learning. The list below was the result of a quick brainstorming session about the advantages of delivering a great customer service experience. I came up with many more, but wanted to create the “Top Ten List” for you.
As you look at the list below, what other ideas and strategies do you think about? I would love for you to send me what you would add to the list. And now, here are ten compelling reasons to deliver an amazing customer service experience:
1. Amazing customer service builds credibility, trust and confidence, which can lead to customer loyalty.
2. It can help the marketing and sales budget. It costs less to keep existing customers than it does to create new ones.
3. Delivering amazing service creates a buzz, word-of-mouth marketing and referrals, again helping the marketing budget.
4. Delivering amazing customer service can lead to existing customers buying more.
5. Customer service saves money. When you do it right the first time, you don’t have to fix it the next time.
6. Customer service can give your company an advantage over competitors.
7. Amazing customer service can make price less relevant.
8. Customer service focused companies are usually employee focused companies, thereby creating a better place to work. That means lower turnover, which could mean savings in hiring, training and more.
9. Customer service superstar companies are usually more profitable than the ones that aren’t.
10. Customer service helps get and keep customers… because without customers, you don’t have a business.
Thanks for reading and I can’t wait to get your feedback and ideas!
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).
Amazing Customer Service Experience
I love lists, especially when it comes to learning. The list below was the result of a quick brainstorming session about the advantages of delivering a great customer service experience. I came up with many more, but wanted to create the “Top Ten List” for you.
As you look at the list below, what other ideas and strategies do you think about? I would love for you to send me what you would add to the list. And now, here are ten compelling reasons to deliver an amazing customer service experience:
1. Amazing customer service builds credibility, trust and confidence, which can lead to customer loyalty.
2. It can help the marketing and sales budget. It costs less to keep existing customers than it does to create new ones.
3. Delivering amazing service creates a buzz, word-of-mouth marketing and referrals, again helping the marketing budget.
4. Delivering amazing customer service can lead to existing customers buying more.
5. Customer service saves money. When you do it right the first time, you don’t have to fix it the next time.
6. Customer service can give your company an advantage over competitors.
7. Amazing customer service can make price less relevant.
8. Customer service focused companies are usually employee focused companies, thereby creating a better place to work. That means lower turnover, which could mean savings in hiring, training and more.
9. Customer service superstar companies are usually more profitable than the ones that aren’t.
10. Customer service helps get and keep customers… because without customers, you don’t have a business.
Thanks for reading and I can’t wait to get your feedback and ideas!
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, 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 22, 2010
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 – 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
Wednesday, April 21, 2010
Customer Service Training Tip - FAQ #2
The Difference Between Customer Service and Customer Loyalty
Here is the second of ten frequently asked questions about customer service. I’m posting them one at a time and hope that readers of this blog will comment or share their answer to these questions. Here’s question number two…
What’s the difference between customer service and customer loyalty?
Customer service is what you and your organization provide. Customer loyalty is the result of the service. I have a simple customer loyalty formula:
Great customer service (what you provide) + Confidence (which comes from the customer’s predictable experience) = Customer Loyalty (potentially)
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 Difference Between Customer Service and Customer Loyalty
Here is the second of ten frequently asked questions about customer service. I’m posting them one at a time and hope that readers of this blog will comment or share their answer to these questions. Here’s question number two…
What’s the difference between customer service and customer loyalty?
Customer service is what you and your organization provide. Customer loyalty is the result of the service. I have a simple customer loyalty formula:
Great customer service (what you provide) + Confidence (which comes from the customer’s predictable experience) = Customer Loyalty (potentially)
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, November 28, 2007
Bring the Enthusiasm and We’ll Teach You the Rest of What You Need
I just read an advertisement for employment from HSBC in the
“What’s most important is your passion for delivering top-notch customer service. Bring us enthusiasm, and we’ll provide you with all the additional training and mentoring you might need.”
There it is - the old theory that we can hire the attitude and train the skill. HSBC gets it. They are hiring people to be on the front line, taking phone calls from customers. The employee has to have the attitude or no matter how knowledgeable he/she is, the customer is not going to have a high-end pleasant experience.
Most customers want what they ask for and need, and they also want the experience to be positive. The best companies know it takes both sides to create an excellent experience that can eventually lead to loyalty.
Sunday, November 04, 2007
Customer Inertia Is Not Customer Loyalty
Does your customer really want to do business with you?
An audience member came up to me after one of my speaking programs and made a very smart comment. She said, “Don’t confuse customer inertia with customer loyalty.”
I wasn’t sure what she meant by customer inertia. She explained that in her industry it is sometimes easier for customers to put up with a mediocre vendor rather than go to the difficulty of switching to another. Customers just tend to put up with poor service and results, as long as it doesn’t get too bad. They just keep “rolling” along. That’s the inertia she was talking about.
Yet in most businesses it is easy to switch to a new vendor/supplier. The customer just disappears. No complaints. Just one day someone notices (or not) that a customer isn’t doing business with them anymore. The customer may have left for a number of reasons from competitive issues, such as pricing, to customer service issues, such as indifference.
You don’t want customers to stay with you just because it is easier. You want them to stay because they want to. Because you are that good!
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).
Saturday, October 06, 2007
Incompetence Erodes Confidence and More
(An Excellent Customer Service Lesson)
Today I was flying home from a speaking engagement. As I looked at the airport monitors to confirm my flight was on time, and the monitor indicated it was. Directly next to the departing flight schedule was the arriving flight schedule. On that monitor it indicated that the plane that we were going to be using for our flight was an hour late coming in. That would make us late.
I asked our gate agent which information I should believe. He knew I was joking and he laughed. We ended up being almost two hours delayed.
What intrigues me enough to write this short article is that everyone I asked about the flight said we were on time. No one knew – at least no one that I talked to from the airlines. I think it is incompetence. Not from the people I talked to, but from the people who inform, or are supposed to inform, the people I talked to.
These types of incidents on the airlines have been happening to me for years. And, it doesn’t matter which airline it is. They all seem to do it. So, I find myself always checking and double checking the information that some very nice people are willing to tell me. In other words, I lack confidence in them. It isn’t because these people are incompetent. However, the system which operates behind the scenes, and perhaps this is a bit harsh to say, is incompetent. Unfortunately, this reflects on the frontline personnel, are doing the best job they can.
At the end of the day, incompetence leads to lack of confidence. Lack of confidence erodes customer loyalty. And lack of loyalty works against the function of virtually any business, which is to get and keep your customers.
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 09, 2007
How Do You Create Customer Confidence?
I just wrote an article for my monthly newsletter (The Shepard Letter) about customer loyalty. This is not a copy of the article, rather further explanation of the concept. The article introduced a concept in the form of an equation:
Customer Loyalty = Great Service + Confidence
Sounds simple, and it is. Provide great service and create confidence and you can create loyalty. Hundreds if not thousands of books have been written about how to provide great customer service and loyalty. Not many have been written about confidence, especially as it applies to customer service.
Well, this may be the place the book on confidence starts, even though it is just a few sentences. My belief is that confidence comes first from consistency. Great customer service is an all of the time thing. You can’t be good one day and just okay the next. Inconsistency could be the fastest way to erode customer confidence. So make sure that what you are doing today is good enough to make that customer want to come back to do business with you again the next time they need what you sell.
Now, I have a favor. If I do in fact start to write this book, I want your help. Send me your ideas on how you create confidence with your customers and employees and I will start to compile the ideas. Once the book is written (if it ever is), you will get full credit and receive a copy. Email to shep@hyken.com.
I just wrote an article for my monthly newsletter (The Shepard Letter) about customer loyalty. This is not a copy of the article, rather further explanation of the concept. The article introduced a concept in the form of an equation:
Customer Loyalty = Great Service + Confidence
Sounds simple, and it is. Provide great service and create confidence and you can create loyalty. Hundreds if not thousands of books have been written about how to provide great customer service and loyalty. Not many have been written about confidence, especially as it applies to customer service.
Well, this may be the place the book on confidence starts, even though it is just a few sentences. My belief is that confidence comes first from consistency. Great customer service is an all of the time thing. You can’t be good one day and just okay the next. Inconsistency could be the fastest way to erode customer confidence. So make sure that what you are doing today is good enough to make that customer want to come back to do business with you again the next time they need what you sell.
Now, I have a favor. If I do in fact start to write this book, I want your help. Send me your ideas on how you create confidence with your customers and employees and I will start to compile the ideas. Once the book is written (if it ever is), you will get full credit and receive a copy. Email to shep@hyken.com.
Again, the question is…
What do you do to create confidence for your customers and employees?
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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