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).
Showing posts with label Customer Service. Show all posts
Showing posts with label Customer Service. Show all posts
Wednesday, February 09, 2011
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).
Tuesday, November 24, 2009
Customer Service Is More than a Department
Recently I had the wonderful opportunity to work with Juan Pablo Armas of Beacon Hill Management Consulting in Santiago, Chile. He brought me to Santiago to work with EuroAmerica, a financial services firm. At a break during the presentation he came up to me and shared the following quote:
“Customer service is too important to leave to just the customer service department.”
Well said Juan Pablo – short and to the point! Customer service is not a department. It must be practiced at all levels of the company. It’s everybody’s job!
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 (www.TheCustomerFocus.com).
Copyright © 2009, Shep Hyken -- www.hyken.com-- (314)692-2200
Recently I had the wonderful opportunity to work with Juan Pablo Armas of Beacon Hill Management Consulting in Santiago, Chile. He brought me to Santiago to work with EuroAmerica, a financial services firm. At a break during the presentation he came up to me and shared the following quote:
“Customer service is too important to leave to just the customer service department.”
Well said Juan Pablo – short and to the point! Customer service is not a department. It must be practiced at all levels of the company. It’s everybody’s job!
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 (www.TheCustomerFocus.com).
Copyright © 2009, Shep Hyken -- www.hyken.com-- (314)692-2200
Thursday, October 29, 2009
Old Milt Linder
The other night I had dinner with my mother and we were talking about some of my Grandfather’s friends. Somehow we started talking about Milt Linder, who would have probably been, if he was still living, about a hundred by now.
About 30 years ago Milt was selling magazine subscriptions, working on commission. I remember that Milt could get me any magazine or newspaper; Golf Digest, Runners World, NY Times, etc. One day I asked him if he could get the St. Louis Business Journal. He hesitated and then told me that he could.
Several years later, I somehow found out that he didn’t make a penny on the Business Journal, yet he still took care of taking my money and arranging for the subscription. I thought, “Why would he do that? He’s not making any money. Wow, that’s really nice of him.”
Milt was a great salesman who knew how to service his customers. A kind gentleman, he would rather a customer be happy than make any money off of him or her.
If he had a good customer, he would do whatever it took to keep him or her happy – even if it meant selling a subscription that he didn’t make money on.
LESSON: Sometimes you have to take of customers, even when it doesn’t make money. It's just the right - and nice - thing to do!
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 – For information on The Customer Focus™ customer service training programs go to www.TheCustomerFocus.com.
Copyright © 2009, Shep Hyken -- www.hyken.com -- (314)692-2200
The other night I had dinner with my mother and we were talking about some of my Grandfather’s friends. Somehow we started talking about Milt Linder, who would have probably been, if he was still living, about a hundred by now.
About 30 years ago Milt was selling magazine subscriptions, working on commission. I remember that Milt could get me any magazine or newspaper; Golf Digest, Runners World, NY Times, etc. One day I asked him if he could get the St. Louis Business Journal. He hesitated and then told me that he could.
Several years later, I somehow found out that he didn’t make a penny on the Business Journal, yet he still took care of taking my money and arranging for the subscription. I thought, “Why would he do that? He’s not making any money. Wow, that’s really nice of him.”
Milt was a great salesman who knew how to service his customers. A kind gentleman, he would rather a customer be happy than make any money off of him or her.
If he had a good customer, he would do whatever it took to keep him or her happy – even if it meant selling a subscription that he didn’t make money on.
LESSON: Sometimes you have to take of customers, even when it doesn’t make money. It's just the right - and nice - thing to do!
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 – For information on The Customer Focus™ customer service training programs go to www.TheCustomerFocus.com.
Copyright © 2009, Shep Hyken -- www.hyken.com -- (314)692-2200
Friday, August 21, 2009
Social Media and Customer Service
by Shep Hyken
I’ve read dozens and dozens of articles about how important social media is to customer service. It seems the main places people will sing your praises or condemn you for bad service is on Twitter and personal blogs. Set up alerts. This is especially easy to do on Google. Any news story or blog that mentions your name will be emailed to you on a daily basis. Comcast, who was being criticized for their customer service, was one of the first to start calling customers who complained about them via Twitter.
Lesson: Watch the Internet for your name to pop up on Twitter, blogs, news stories, etc. If a customer writes about you, respond quickly. Thank the person for praise. Resolve the problem if it is complaint. Social media has given us another way to find out what others are saying about us – so embrace it!
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 (www.TheCustomerFocus.com).
Copyright © 2009, Shep Hyken -- www.hyken.com -- (314)692-2200
by Shep Hyken
I’ve read dozens and dozens of articles about how important social media is to customer service. It seems the main places people will sing your praises or condemn you for bad service is on Twitter and personal blogs. Set up alerts. This is especially easy to do on Google. Any news story or blog that mentions your name will be emailed to you on a daily basis. Comcast, who was being criticized for their customer service, was one of the first to start calling customers who complained about them via Twitter.
Lesson: Watch the Internet for your name to pop up on Twitter, blogs, news stories, etc. If a customer writes about you, respond quickly. Thank the person for praise. Resolve the problem if it is complaint. Social media has given us another way to find out what others are saying about us – so embrace it!
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 (www.TheCustomerFocus.com).
Copyright © 2009, Shep Hyken -- www.hyken.com -- (314)692-2200
Wednesday, August 05, 2009
Customer Service on the Internet
(Another Lesson From "The Cult of the Customer")
My friends Bob and Joanne Lieberman bought a book from Better World Books. A few days later they received an email that contained the following message:
“If your order hasn't blessed your mailbox just yet, heads are gonna roll in the Mishawaka warehouse! Seriously though, if you haven't received your order or are less than 108.8% satisfied, please reply to this message. Let us know what we can do to flabbergast you with service. Humbly Yours, Indaba (our super-cool email robot)”
LESSON: The above email is an example of proactive on-line service – even though it is an automated response. It gives the customer easy access to the company for any problems there might be. Even on the Internet you can provide good service – and with a sense of humor.
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 (www.TheCustomerFocus.com).
(Another Lesson From "The Cult of the Customer")
My friends Bob and Joanne Lieberman bought a book from Better World Books. A few days later they received an email that contained the following message:
“If your order hasn't blessed your mailbox just yet, heads are gonna roll in the Mishawaka warehouse! Seriously though, if you haven't received your order or are less than 108.8% satisfied, please reply to this message. Let us know what we can do to flabbergast you with service. Humbly Yours, Indaba (our super-cool email robot)”
LESSON: The above email is an example of proactive on-line service – even though it is an automated response. It gives the customer easy access to the company for any problems there might be. Even on the Internet you can provide good service – and with a sense of humor.
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 (www.TheCustomerFocus.com).
Monday, April 13, 2009
Pricing Strategy: Don’t Lower Prices – Create Value Packages.
While not an advocate for lowering prices, sometimes it is necessary. One strategy smart companies are doing to lower prices is to create value added packages. They may lose revenue on a product while at the same time picking up revenue in another. For example, in the restaurant business TGI Fridays has created several value meals priced at $10.00. Applebee’s has done the same thing with two appetizers and two entrée’s for $20.00. These are price promotions that get guests into their restaurants. Once there, the guests still buy drinks and order other items on the menu. A good server can help create an even better dining experience by suggestive selling, also known as up-selling (which can work in virtually any business for any product).
In the end, you still have to create a great customer service experience. The value meal may get them in the door. The experience brings them back!
Book Recommendations: I love great books. My buddy Ron Karr just wrote a fantastic sales book titled “Lead, Sell or Get Out of the Way.” Competition is intense, and if you don’t take a leadership role in producing results for your clients and customers, someone else well. This book examines the seven leadership traits that top producing sales people count on for their success. Ron outlines a process based on the idea that great sellers lead relationships in the same way that great leaders sell ideas. Go to www.LeadSellOrGetOutOfTheWay.com.
Cult Update: Last week my new book, The Cult of the Customer, became the #1 business book on Amazon.com. Thanks for those who have joined the Cult (bought the book). You are on your way to starting your own Amazement Revolution. If you haven’t already joined, go to www.CultOfTheCustomer.com and order your copy today.
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).
While not an advocate for lowering prices, sometimes it is necessary. One strategy smart companies are doing to lower prices is to create value added packages. They may lose revenue on a product while at the same time picking up revenue in another. For example, in the restaurant business TGI Fridays has created several value meals priced at $10.00. Applebee’s has done the same thing with two appetizers and two entrée’s for $20.00. These are price promotions that get guests into their restaurants. Once there, the guests still buy drinks and order other items on the menu. A good server can help create an even better dining experience by suggestive selling, also known as up-selling (which can work in virtually any business for any product).
In the end, you still have to create a great customer service experience. The value meal may get them in the door. The experience brings them back!
Book Recommendations: I love great books. My buddy Ron Karr just wrote a fantastic sales book titled “Lead, Sell or Get Out of the Way.” Competition is intense, and if you don’t take a leadership role in producing results for your clients and customers, someone else well. This book examines the seven leadership traits that top producing sales people count on for their success. Ron outlines a process based on the idea that great sellers lead relationships in the same way that great leaders sell ideas. Go to www.LeadSellOrGetOutOfTheWay.com.
Cult Update: Last week my new book, The Cult of the Customer, became the #1 business book on Amazon.com. Thanks for those who have joined the Cult (bought the book). You are on your way to starting your own Amazement Revolution. If you haven’t already joined, go to www.CultOfTheCustomer.com and order your copy today.
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, 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, January 28, 2009
Crazy Customer Service and Marketing Idea
Zappos.com continues to amaze me – in a great way. They pay employees to leave if they aren’t happy. They create a culture of WOW both inside and outside of their organization. Every employee contributes an essay to a book/anthology that Zappos.com has published about their culture. They are truly operating at the Cult of Amazement!
Now they have done something really cool – and crazy. They are selling a t-shirt for a whopping $50,000 (Not a typo). The t-shirt says: Cease and Desist!
The $50,000 cost goes toward Zappos.com honoring the Cease and Desist message on the t-shirt, ensuring that the customer’s spouse or significant other will be banned from buying anything from the Zappos.com ever again. A press release put out by the company said there were a “tsunami of calls received in 2008 by the Zappos.com Customer Loyalty Team from spouses of loyal customers lamenting that the web site was causing relationship and financial strains.”
Sounds crazy, doesn’t it. Crazy, but serious! And, fun! This is exactly the creative thinking that has made Zappos.com a rock star in the customer service and experience world.
What’s the lesson? Get crazy. Come up with wild ideas that focus on your customers. You might find one that works – or gets you great publicity.
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 – Web: www.hyken.com – Click here for information on The Customer Focus™ customer service training programs (www.TheCustomerFocus.com).
Thursday, January 15, 2009
Happy New Year - A Double Blog Post (Some Personal, Some Business)
For my first blog post of the year, I want to be motivational versus typical business.
“Fun is my revenge against mortality.”
-- Dustin Hoffman
The above quote ties into an article I just wrote for The Shepard Letter. (You can sign up at no charge at www.hyken.com.) This article was based on Randy Pausch’s Last Lecture. Randy was a college professor and was told he had six months to live, so he eventually presented what was literally his last lecture. It was very inspirational and even though I have every intention of living until a very old age, he inspired me to write my own version of a “last lecture.” The Dustin Hoffman quote above summarizes one of my lifetime strategies, which has to do with “experiencing” life. Are you experiencing life, or just making your way through it?
I’ve written my ten so-called lifetime strategies. To read the full article, go to http://www.hyken.com/article-sl-120-my-last-lecture.html.
Now for a quick business story. On a recent flight home from a speaking engagement I met a flight attendant who delivered atrocious service. I somehow was able to disarm her and engage in conversation. It was obvious she hated her employer. Apparently, for them to survive, they had to cut salaries by 30%. And, even though they are losing money every month, she still thinks it is unfair.
I can’t disagree with her. Sometimes life isn’t fair. And, a company sometimes has to do what is necessary to stay afloat. I reminded her that she still had a job. Her anger was interfering with her responsibilities. First and foremost, she was there for our safety. Second, she was to take care of the passengers in a manner that was professional and pleasant. After all, she was on the front line, and the face of the airline.
Her comment was this, “They cut my salary by 30%. I’m going to do 30% less.”
She will eventually quit or get fired. And then she’ll find another job. I already feel bad for her next employer.
Keep this in mind. Every employee needs to be an extension of your sales or marketing department. Make it a job requirement. It is a non-negotiable responsibility.
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).
For my first blog post of the year, I want to be motivational versus typical business.
“Fun is my revenge against mortality.”
-- Dustin Hoffman
The above quote ties into an article I just wrote for The Shepard Letter. (You can sign up at no charge at www.hyken.com.) This article was based on Randy Pausch’s Last Lecture. Randy was a college professor and was told he had six months to live, so he eventually presented what was literally his last lecture. It was very inspirational and even though I have every intention of living until a very old age, he inspired me to write my own version of a “last lecture.” The Dustin Hoffman quote above summarizes one of my lifetime strategies, which has to do with “experiencing” life. Are you experiencing life, or just making your way through it?
I’ve written my ten so-called lifetime strategies. To read the full article, go to http://www.hyken.com/article-sl-120-my-last-lecture.html.
Now for a quick business story. On a recent flight home from a speaking engagement I met a flight attendant who delivered atrocious service. I somehow was able to disarm her and engage in conversation. It was obvious she hated her employer. Apparently, for them to survive, they had to cut salaries by 30%. And, even though they are losing money every month, she still thinks it is unfair.
I can’t disagree with her. Sometimes life isn’t fair. And, a company sometimes has to do what is necessary to stay afloat. I reminded her that she still had a job. Her anger was interfering with her responsibilities. First and foremost, she was there for our safety. Second, she was to take care of the passengers in a manner that was professional and pleasant. After all, she was on the front line, and the face of the airline.
Her comment was this, “They cut my salary by 30%. I’m going to do 30% less.”
She will eventually quit or get fired. And then she’ll find another job. I already feel bad for her next employer.
Keep this in mind. Every employee needs to be an extension of your sales or marketing department. Make it a job requirement. It is a non-negotiable responsibility.
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).
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).
Monday, October 27, 2008
Customer Service Prevents Crime
A number of years ago I worked with the convenience store chain of Atlantic Richfield Oil. One of the strategies I presented to their managers was that delivering great customer service prevents robberies. As soon as the customer walks in, the employees should look at him/her and give them a warm greeting. This was supported and approved by some of the Atlantic Richfield security executives, who were former Los Angeles Policemen.
I just read an article by the Associated Press that reinforces this concept. It seems that two banks in Seattle, WA thwarted a robber by giving him great service. In short, a bank employee at First Mutual noted suspicious behavior from a “customer” entering the bank. Upon greeting him, the bank employee asked if he could help him at his desk. The man quickly left.
The employee of First Mutual called nearby banks to alert them of this suspicious character. Sure enough, the would-be robber showed up at a nearby US Bank branch. Using the same strategy, the man left.
It turns out that this man is the chief suspect in a bank robbery from just a few days prior.
“If a person is a legitimate customer, they will experience superior service,” FBI Special Agent Larry Carr told The Seattle Times. “If their intention, however, is to rob the bank, they will experience paranoia, anxiety and a desire to escape.”
If your company operates in a retail environment, good customer service can do more than just earn you repeat business. It can create a safer environment for your employees.
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).
A number of years ago I worked with the convenience store chain of Atlantic Richfield Oil. One of the strategies I presented to their managers was that delivering great customer service prevents robberies. As soon as the customer walks in, the employees should look at him/her and give them a warm greeting. This was supported and approved by some of the Atlantic Richfield security executives, who were former Los Angeles Policemen.
I just read an article by the Associated Press that reinforces this concept. It seems that two banks in Seattle, WA thwarted a robber by giving him great service. In short, a bank employee at First Mutual noted suspicious behavior from a “customer” entering the bank. Upon greeting him, the bank employee asked if he could help him at his desk. The man quickly left.
The employee of First Mutual called nearby banks to alert them of this suspicious character. Sure enough, the would-be robber showed up at a nearby US Bank branch. Using the same strategy, the man left.
It turns out that this man is the chief suspect in a bank robbery from just a few days prior.
“If a person is a legitimate customer, they will experience superior service,” FBI Special Agent Larry Carr told The Seattle Times. “If their intention, however, is to rob the bank, they will experience paranoia, anxiety and a desire to escape.”
If your company operates in a retail environment, good customer service can do more than just earn you repeat business. It can create a safer environment for your employees.
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).
Friday, August 08, 2008
Jet Blue Executive Sets Leadership Example
Just back from the National Speakers Association meeting in
If you want your people to deliver excellent customer service, you must focus on the inside first. Mr. Barger has done that in a big way. His comments reflected his commitment to his employees. Get this. While other airlines are doing mandatory layoffs, Jet Blue’s layoffs are on a voluntary basis. Mr. Barger has even taken a 50% salary cut for the rest of the year, showing his employees that he is walking his talk. He sets the example. The employees follow suit with innovative ideas to save money, be more efficient, deliver excellent customer service and more.
A gift for you!
I have the honor of working with Wendy Gillett and seven other Customer Service Experts to deliver a series of weekly seminars. Every Wednesday, starting on September 3, you can participate in these 20-30 minute online seminars. There is no charge to participate, however once the series is completed, they will be put into a CD as a set that will be for sale. So, be sure to sign up now. Just click here: Customer Service Seminar – Online. Once on the site, sign up for the weekly tips (upper right hand side of the website) and you will be sent the invitation to the weekly seminars. See you online!
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).
Friday, July 18, 2008
Tough Economic Times Make the Best Look Bad
Recently the headlines of the business section of local paper read:
Starbucks Now Shuttering 600 Stores
Could Starbucks be going out of business? I thought Starbucks was impenetrable – a super company that could weather any storm and continue to grow at an incredible rate. At the end of March 2008, Starbucks had more than 16,000 stores. Can they all be profitable? It would be nice. Can’t Starbucks shed the money losers without news headlines making it sound like the company might be going under?
Starbucks is blaming some of the store closings on the economy. That’s okay. It’s a good excuse. Here is what I think will happen. Starbucks will continue to play at the top of their game – delivering an excellent cup of coffee with and exceptional customer experience. They know what’s important and realize they can’t slack off because of the economy. That doesn’t mean they have to keep stores that are not meeting revenue standards. All of this is simply smart business.
Watch Starbucks. Even in tough times, Starbucks will continue to teach us great lessons in business.
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, June 23, 2008
Customer Service Shows Up Green… For the Environment and the Bottom Line
According to a recent article by Peter Healy of the Advocate, Pitney Bowes, of postage meter fame, clams to have saved almost $3 million in fuel costs over the last couple of years due to delivering better service.
How did they do it? They consolidated customer service calls. In other words, they solved more calls in one service visit, avoiding a second or third trip to a customer’s location.
According to the article, John Thaler, Pitney Bowes’ director of process excellence, environmental health and safety plugged the numbers into a US Environmental Protection Agency software program. The company saved approximately 1,504 vehicle trips, which means a savings of 932,009 gallons of gas. At $3/gallon (now $4), that is just under $3 million in savings.
Furthermore, for those who are environmentally green minded, less trips reduced carbon dioxide emissions by about 8,211 metric tons nationwide.
Look for cost savings opportunities through customer service efforts. Be careful as sometimes an increase in efficiency can hurt a customer service effort. Pitney Bowes showed the opposite. They delivered better service and in the process helped the environment and their bottom line.
Sometimes good customer service makes sense – and cents. Or, should I say dollars.
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).
Tuesday, May 27, 2008
More on Paying For Customer Service
My last blog entry was about how Air
According to Vito Pilieci, writing in The Ottawa Citizen, Dell recently announced that they are dividing their support into two groups; India support versus North American support. If the customer is willing to pay a little more, they can be guaranteed to reach a North American tech support person instead of their Indian counterparts. It appears that Dell is promising you won’t get the “accent” if you pay more. Pilieci, writing in The Ottawa Citizen, Dell is calling this a “premium support” service plan.
Now, a quick disclaimer. I don’t want this to sound like I’m slamming Dell. I like Dell computers. All of our desktops and servers are Dell Computers. I’ve had good luck with them and find their support to be very good. However, I’m concerned for them. This could be a PR blunder. Similar to my take on Air
General comments from consumers buying across many different industries have complained about hard to understand accents from call center customer service reps. Opinion Research Corp. reported February 2008 that 20% of US customers polled cited “hard to understand representatives with thick accents” as their biggest frustration in dealing with customer service departments.
So, it appears that if I want a Dell computer, and I want “premium” service, I’ll have to pay more. It’s one thing to pay for an extended service warranty. It is another to pay to be able to understand the customer service representative giving me support. (Is that what they are communicating?)
Years ago I remember a salesman telling I can choose two out of three options: low price, a quality product and great service.
He thought that he was making a joke. Apparently not!
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).
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).
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