Shep Hyken's Blog, page 168

“Fine” is the F-Bomb of Customer Service

Not long ago I was interviewing Kevin Berk, founder and CEO of ServiceGuru, on Amazing Business Radio. We were talking about the word fine. He commented that it is a four letter that begins with the letter F that you never want to hear from your customer. I then joked that fine is the “F-Bomb” of customer service.

Ask someone how their experience with your company is. If they say, “Fine,” and you dig a little deeper, you may find out things really aren’t so fine.

I Googled the word fine and found that the word is an adjective that means “high quality.” That may be true if you’re talking about a “fine-looking haircut.” However, as just mentioned, that may not always be the case, especially when it comes to business and customer service.

“How’s the food?” “Fine.”

“How’s the service?” “Fine.”

“How’s your experience? “Fine.”

If you owned a restaurant and asked your customer those questions, and their answer was, “Fine,” how would you feel? You would know that there was a problem! You would need to ask a deeper question to understand how the customer really felt.

So, does fine really mean fine? NO!

Consider that the word fine is really an acronym that stands for:

F: Faking a smile
I: Insincere response
N: Never coming back
E: Emotionless

This all comes together in a bold statement I found while doing Internet research for this article. I found the following phrase on images, posters and funny tee shirts. I laughed out loud …

Fine is not fine! The scale goes Great, Good, Okay, Not Okay, I Hate You, Fine!

So, maybe that is a slight exaggeration, but it makes the point. Fine does not always mean fine! In customer service, fine means okay at best – average, trite, mundane and unimpressive. I think you get the idea. If you hear a customer say it is fine, it is time to move into service and relationship recovery mode.

I compare this to the concept of a “satisfied customer.” This is the customer that doesn’t complain, but doesn’t praise you either. This is the customer that will seldom, if ever, refer business to you. This is the customer that may not come back.

But, we thought they were happy. Why? Because they didn’t complain. If they had, we could have made things right. But, that doesn’t mean the experience was great. Maybe things weren’t all that bad. Maybe there was nothing at all to complain about. Maybe things weren’t wrong, but they weren’t really right, either. Maybe they were just … fine.

Shep Hyken is a customer service expert, keynote speaker and New York Times bestselling business author. For information contact or www.hyken.com. For information on The Customer Focus™ customer service training programs go to www.thecustomerfocus.com. Follow on Twitter: @Hyken

(Copyright © MMXVII, Shep Hyken)

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Amazing Business Radio: Megan Singh

Megan Singh on How to Create the Best Place to Work and the Best Place for Customers to Buy

What are some ways that you can show your customers, and your employees, that you are truly customer focused?

Shep Hyken interviews Megan Singh, Project Management Director at Squaremouth, a four-time Gold Stevie Award winner for Customer Service Department of the Year, to get ideas that you can implement in your organization.

First Up:

Shep Hyken begins his opening comments by asking, how easy are you to do business with? Part of that easiness is how you guarantee what you sell. You want to create confidence and trust, because those feelings will convert to customer loyalty. The old saying is, “People want to do business with people they know, like and trust.” The knowing and liking is easy. The trust part is hard. It comes from predictable and consistent experiences. And, it doesn’t hurt to guarantee your products and services, either!

Featured Interview:

Shep begins his interview with Megan Singh by asking about Squaremouth’s guarantee, known as the Zero Complaint Guarantee. Megan explains that Squaremouth sells travel insurance policies through their comparison website. So, anything through Squaremouth is actually another company’s insurance policy. Squaremouth wants their customers to feel comfortable with the company they have chosen, so they ask all the insurance companies they represent to comply with their Zero Complaint Guarantee. Squaremouth promises every customer that if they have any complaint at all about their claim, Squaremouth will get involved and mediate with the provider on the customer’s behalf. As a result, this policy gives their customers confidence in Squaremouth’s offerings, and it gives Squaremouth a good working relationship with their providers to make sure that all claims are mediated fairly.

In addition to their customer-focused guarantee, Megan attributes much of the company’s success to their amazing employee culture, from the various employee perks like unlimited vacation time and a boat for employee happy hour cruises, to having every employee spend time once a week directly interacting with customers. For Squaremouth to be totally customer-focused, everyone in the organization must feel connected to the customer. Squaremouth aims to exceed everyone’s expectations – even their employees!

Top Takeaways:

Develop a customer service mantra, credo or vision for your company. Squaremouth’s credo is “We want to be the best place for our employees to work and the best place for our customers to buy products. Period.”
To be one of the best places to buy from, you also need to be one of the best places to work. Squaremouth treats their employees the way they want to them to treat their customers. Maybe even a bit better.
To have all employees understand the customers’ needs and wants Every employee in their St. Petersburg headquarters (even the CEO) at some time during the week, works in customer service, communicating directly with the customer.
‘Downsell’ the customer. Many of Squaremouth’s customers are shocked by this policy, but Squaremouth will not sell the customer more coverage than they need. As a matter of fact, they often suggest less expensive policies. The least expensive policy can often be the best one.

About:

Megan Singh is the Project Management Director for Squaremouth, and like all members of the Squaremouth team, Megan remains close to the customer base by taking customer phone calls on a weekly basis. Squaremouth helps travelers easily and instantly compare travel insurance products from every major U.S. travel insurance provider.

Shep Hyken is a customer service and experience expert , best-selling author and your host of Amazing Business Radio.

“At Squaremouth, we are completely transparent. Even the walls are made of glass.” – Megan Singh

 

This episode of Amazing Business Radio with Shep Hyken answers the following questions … and more:

Why should you offer a guarantee to customers?
What does Squaremouth do to be one of the best places to work?
What is down-selling and why should you do it?
What is the connection between a company’s culture and customer service?
How does Squaremouth go above and beyond for their customers?
How can my company win an award in customer service?
What is a Stevie Award?

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5 Top Customer Service Articles For the Week of May 22, 2017

Each week I read a number of customer service and experience articles from various online resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too.

5 Fun and Inexpensive Customer Appreciation Ideas by Aja McClanahan

(Fundera) Customer appreciation doesn’t have to be complicated or expensive. With a little creativity and thoughtfulness, you can show your customers just how much you appreciate their business. Recognition, a kind note, or thoughtful gifts can deepen business relationships tremendously.

My Comment: Here is a short article with five simple and reasonably priced ways for people to show their customers some love and appreciation. Sometimes it’s the little things that make a difference.

Give Your People C.R.A.P. if You Want Great Employee Retention by Jeff Kortes

(SmartBrief) Early in my career, I worked for an incredible general manager that taught me a lot of C.R.A.P. — caring, respect, appreciation and praise. He also taught me that giving people C.R.A.P. was at the heart of driving employee loyalty and retention.

My Comment: If you want to keep your best employees and have them engage with your customers, then maybe you need to give them a little CRAP! In this case the word “crap” is an acronym that stands for Caring, Respect, Appreciation and Praise. Great common sense – that unfortunately is not so common!

7 Powerful Customer Service Phone Tips by Pascal van Opzeeland

(Userlike) The phone is one of the oldest and most personal customer service channels. Its unique nature calls for a unique approach.

My Comment: While this article focuses on seven customer service tips for the phone, they are also appropriate for other interactions with your customers, including face-to-face. Tip number two suggests closing your eyes to visualize the caller. Maybe that’s not possible in a face-to-face situation, but the other tips will work. It’s really all about communication skills.

Losing the human touch from customer service can be bad for business by Business Matters

(BusinessMatters) As business technologies continue to become more wide spread and sophisticated, company owners are increasingly looking for opportunities to implement new systems that can streamline processes, improve customer experiences and save costs.

My Comment: Technology is changing the way we deliver customer service and support. Our customers are using self-service solutions, emailing, sending text messages, posting on Facebook and Twitter, etc. None of these allow for human-to-human interaction. This article touches on how losing the human touch can be bad for business. Companies must learn to strike a balance between technology and human-to-human if they want to maintain an emotional connection with their customers.

2017 Customer Experience Lessons from the Airline Industry…So Far by Sarah Frazier

(CustomerGuage) Now that the dust has settled, and pictures of Dr. David Dao’s half naked body are no longer making the rounds on my social feed, I think it’s time we talk logically about the elephant in the room: Customer experience within the airline industry has come under hot water over the last few months, through a combination of poor service, ugly PR and heightened social media usage. This has culminated in public outcries, Congress hearings and calls for change in policies from the top down. So what led to this so-called “perfect storm” of customer experience failings, and what, if anything, can be done to improve CX within the airline industry?

My Comment: There has been so much negative press about the airlines in the last two months – especially about the United Airlines debacle. So it’s time for a more positive spin on all of this. Through these turbulent times in the skies, there is a silver lining in the clouds. Our friends at CustomerGuage posted an excellent article with some valuable insights and lessons we can learn from the airlines.

Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. For information contact or www.hyken.com . For information on The Customer Focus™ customer service training programs go to www.thecustomerfocus.com . Follow on Twitter: @Hyken

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Guest Blog: Speed Saves Relationships

This week we feature an article by Kevin J. Berk about the importance of responding quickly to customer comments and reviews. Ask your customers to post online reviews. This shows that you have confidence that you will take care of your customers by delivering a great customer service experience and taking care of any problems that may arise – in such a way that will earn you a glowing online review. – Shep Hyken

When providing customer service, speed saves relationships.

The formula is pretty simple. When a customer writes a complaint online, review, tweet, post, etc., don’t ignore them. Respond quickly, every time, period.

Your business is not where you are, it’s where your customers are… online.

In a report by The Customer Experience Index in 2012 released by Forrester, 80% of businesses believe they are delivering superior customer service. But only 8% of customers believe they are. Businesses need to wake up and realize that more than likely, their customer service as a whole, online and in-store, sucks.

Jay Baer, board of Advisors for ServiceGuru and one of the top social media consultants in the country and author of Hug your Haters, said it best that customer service is the new marketing. All the ads in the world aren’t going to save your business if you don’t realize that you are truly in the service business.

As Shep always says, “you don’t do business with buildings or names, you do business with people.” People are your most important asset and customer service better be your top priority, or you won’t have any customers to worry about.

Customer expectations are low and for customers that do receive any response, it’s a pleasant surprise. When a company responds quickly, customers are blown away.

I have handled thousands of reviews for Pita Jungle and I make it a priority to respond to complaints within the hour when possible but never later than the same day. The bond is stronger when you win a customer back vs. someone who has had only a positive experience. If you find that you are resource constrained, then you may want to hire a social media manager or use ServiceGuru’s managed services.

3 steps to crushing it with customer service online and through social media

Respond to ALL negative reviews/comments EVERYWHERE,

By responding publicly, you not only show the customer that you care, but anyone who reads that review or comment will see your commitment to service. Since most people read reviews (95%), not write them (5%), this is very important.


Respond quickly and show you care – even if it’s not perfect

To emphasize the importance of the rapid-fire response needed for your customers, the next time your significant other looks in your eyes and says, “I love you,” don’t respond for 15 seconds. Good luck! After your customer posts feedback, they are left empty and if the post is about a negative experience, with each passing hour, consider how many people they will tell between now and when you respond.
Responding quickly is even more important than a well-crafted response. Don’t spend much time trying to think how to take care of the guest, just respond.


Take it offline

In your initial fast response to them, ask them to continue the conversation offline or in a private way.

Follow these steps and I guarantee your customer advocacy will go through the roof, you will have raving fans and you will learn a lot!

ServiceGuru, @servicerules, is the first platform that allows businesses to track and measure customer service by allowing customers to rate/review employees based on the customer service they provide. For further information, please contact Kevin at kevin@serviceguru.com.

For more articles from Shep Hyken and his guest contributors go to customerserviceblog.com.

Read Shep’s latest Forbes Article: Recommended Just For You: The Power Of Personalization

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Maybe the Best Customer Service Line Ever

I recently had the good fortune to meet Frankie Saucier, the former director of social media customer service (also known as social care) for a major cable company. When the cable goes out, upset customers call, email, tweet, post on Facebook, etc. her cable company for two reasons. One, they want to express their complaint and anger. Two, they want to know when their cable TV will be fixed.

So, Frankie sat down with her team to brainstorm how to handle a tweet that a customer posted asking how long it would be before their cable TV was restored. She asked them, “What would be the best response?”

She received several answers that expressed empathy for the customer’s situation, an explanation about why the cable was out and the estimated time before it would be restored. Frankie smiled and suggested that the best response might be, “Try it now!”

Frankie went on to say that this might not be possible with every customer and for every cable outage, but for certain circumstances, this was a viable response, and she explained why.

First, the cable TV has to be fixable from the cable company’s side. In other words, it’s not an area outage, but something that can be repaired remotely. Maybe it’s a glitch in the cable company’s computers or perhaps the customer service rep can remotely reset the customer’s cable box. So, assuming the problem can be fixed, step two is to respond directly to the customer. But, if the customer is tweeting, how do you even know who the customer is?

Again, this may not work for every customer, but some customers can be easily identifiable from their Twitter handle or their profile. (Obviously, this can work for Facebook or any other social channel if you can get certain information.) Once you determine who the “Tweeter” is, you can start to troubleshoot the problem and fix it before you respond to the customer’s post. And, once you do, those three powerful words, Try It Now, are like a magic recipe for customer delight.

By the way, response time is important. If the customer Tweets, posts on Facebook, etc., you can’t wait hours to get back to them. It should be minutes.

This is a form of proactive customer service. Typically, when I talk or write about proactive service it is about resolving the problem before the customer even knows about it. In this case the customer has already complained. However, the speed and efficiency in how you handle the issue is what puts this in the category of amazing customer service.

So, what’s your version of Try It Now? If you know about a problem or a complaint, how can you fix it before you respond to the customer?

Shep Hyken is a customer service expert, keynote speaker and New York Times bestselling business author. For information contact or www.hyken.com. For information on The Customer Focus™ customer service training programs go to www.thecustomerfocus.com. Follow on Twitter: @Hyken

(Copyright © MMXVII, Shep Hyken)

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Amazing Business Radio: Kevin Berk

Kevin Berk on How to get Customers to Want to Leave Reviews

How can you improve both customer and employee satisfaction? By getting customers to provide feedback on individual employee service performance.

Shep Hyken interviews Kevin Berk, creator of a new customer rating platform called ServiceGuru, about how using services like these can improve your company revenues.

First Up:

Shep Hyken begins his opening comments by asking, “How much does bad service cost your business?” and “What is the value of a customer who leaves you?” If you multiply the value of a customer by the number of customers who leave you, you have a good estimate of what losing those customers cost you.

Now, not all customers leave because of poor customer service. Some of them leave for reasons beyond your control. Sure, new customers can help negate some of the effects of lost customers, but not only do you lose the business of unhappy customers, you also lose when those customers share their negative feedback with everybody else.

Featured Interview:

Shep begins his interview with Kevin J. Berk, Founder and CEO of ServiceGuru, by discussing some customer service statistics. According to studies by Bain & Company, 80% of businesses believe that they are delivering superior customer service, but only 8% of customers agree. $62 billion is the amount of business companies lost last year as a result of bad customer service. That’s up 50% from two years before. The laggards simply aren’t keeping up with the companies that are doing it right.

Kevin asserts that great service is paramount to the success of any business. Since it is six to seven times more expensive to attract a new customer than to keep an existing customer, it makes sense to invest in the customer service experience and to make sure that we are meeting, if not exceeding the customer’s expectations.

One way to find out if the company is meeting their customers’ expectations is through online reviews. However, Kevin states that when it comes to leaving reviews about the service customers receive, most people don’t leave reviews because they don’t think anyone is listening. They don’t think that anybody cares. They don’t think it will make a difference. But, Kevin explains why ServiceGuru, his new and revolutionary platform, does make a difference.

Instead of a customer reviewing the company, ServiceGuru allows the customer to review the employee who delivered the service. Not only is this valuable feedback for the company, but the employee sees a system dedicated to tracking, measuring, and improving customer service by reviewing the employee who is delivering the service – not the company. There is a big difference, and the responses from the customers are overwhelmingly positive.

Top Takeaways:

Companies spend $80 billion to $90 billion each year on marketing, but only $8 billion annually on customer service.
How much can bad customer service cost your business? It could cost you your business.
Only one out of every 26 customers who has a complaint will let you know. Instead, they will tell everybody else.
The best marketing you can have involves your customer walking out the door after an amazing experience, talking about you with everyone else.
The number one component of employee job satisfaction is recognition.
Customer feedback on employees can be even stronger than feedback on the company.

About:

Kevin J. Berk, the Founder & CEO of ServiceGuru, has been involved in startup organizations for over 25 years.  He is focused on the success of ServiceGuru, which can allow you to improve customer service and increase repeat visits to your business. You can collect service feedback from your customers and use the Service Guru platform to drive repeat visits and increase revenue.

“’Fine’ is the four-letter word of customer service that I don’t ever want to hear.” – Kevin Berk

This episode of Amazing Business Radio with Shep Hyken answers the following questions … and more:

How much is poor customer service costing companies?
Why don’t customers leave feedback?
What is ServiceGuru?
Why was ServiceGuru built and what impact is it making?
Why is providing great customer service so important?
How can I get more customer reviews?

Shep Hyken is a customer service and experience expert , best-selling author and your host of Amazing Business Radio.

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5 Top Customer Service Articles For the Week of May 15, 2017

Each week I read a number of customer service and experience articles from various online resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too.

A Look at Southwest Airlines 50 Years Later by Joseph Guinto

(D Magazine) Half a century after its incorporation papers were filed, the Dallas-based carrier is working harder than ever to reinforce its unique corporate culture.

My Comment: Let’s start this weeks’ Top Five articles roundup by wishing Southwest Airlines a Happy 50th Birthday! And, to celebrate the occasion, here is an excellent article from D Magazine that takes us through some of the Southwest history. There’s a lot we can learn from Southwest and Herb Kelleher’s obsession with customer service. 

3 Hacks to Boost Client Loyalty and Growth by Josh Linkner

(Josh Linkner) In these highly competitive times, it’s become increasingly difficult to hold onto customers. Retention is tough, and client growth is even harder with fickle clients and fleeting loyalty.

My Comment: In addition to Josh Linker being one of my favorite people, he is also one smart dude when it comes to business. If you don’t subscribe to his blog, you should. This short article has three excellent ideas that focus on client loyalty. And, who doesn’t want that!

Pitney Bowes Updates Communicate for Personalized Customer Engagement by Dom Nicastro

(CMSWire) Pitney Bowes took another step towards shaking off its postage meters legacy today with the release of new enhancements to its Communicate customer engagement technology suite.

My Comment: When I think of Pitney Bowes, I think of postage meter machines. Well they are much more than that, becoming a resource of different solutions that are focused on customer engagement. This article highlights how they are keeping up with the very popular trend of customer personalization.

The Ultimate Guide to Client Management by Workflow Max

(Workflow Max) You’re a small business owner, doing what you love. You wake up every day, brimming with excitement. You can’t wait to get to work. But a few months after launching your business, you’re struggling to find and retain clients. It’s all starting to feel a little like Siberia – vast, lonely and desolate. Sound familiar? Unfortunately this is a reality for a lot of small businesses.

My Comment: Our friends at WorkflowMax have given us a gift; a comprehensive guide to client management. This is like a month’s worth of “Top Five” articles put into one BIG resource. It’s actually an eBook, and it is loaded with great information that you will use. Be sure to share this with others in your organization that could benefit from ideas to build long-term successful relationships with their customers and clients.

How to Be 2 Steps Ahead in Anticipating Your Customer Needs by Adam Rogers

(Kayako) Consistently exceeding expectations is what any entrepreneur or startup should aim for to increase customer bookings and enjoy growth.

My Comment: The best way to anticipate your customers needs is to know your customer. First and foremost listen to what your customers are telling you they want and need. This excellent article has plenty of great information on how you can deliver a better customer service experience by anticipating. Stay one step (maybe two, if not more) ahead and you’ll exceed their expectations.

Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. For information contact or www.hyken.com . For information on The Customer Focus™ customer service training programs go to www.thecustomerfocus.com . Follow on Twitter: @Hyken

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Guest Blog: How to Take Your Leadership from Good to Great

When we think of good customer service, it’s important to remember that it starts with the leadership of a company or organization. We thought we might do something a little different this week and share a leadership article by Lolly Daskal. – Shep Hyken

Our personalities in great part determine how we influence the people around us. Every leader needs to understand that who they are being as they leading their employees will make the biggest difference when it comes to success.

Here are five powerful ways you can take your leadership from good to great.

Be a rebel. I have always coached leaders, that when they lead, they need to have some rebel in them. A rebel is someone who is confident, and they get their confidence from their capabilities and competencies, which give them the confidence they need. But many leaders I speak with feel like imposters. This feeling usually comes from having self-doubt in themselves and in their abilities. Having self-doubt can cause havoc within a business, and it won’t allow you to manage in the way you need to and are capable of. In order to leverage the self-doubt, they feel, leaders need to be able to concentrate on their capabilities and competence, and to focus on the positive things they have accomplished.
Be a truth teller. Great leaders know the secret ingredient to managing well is to speak with candor and to be honest with others. If things are going well, they need to tell people, and if things aren’t going well, they need to share that too. The worst kind of managing is through withholding the information your people need, or worse, by telling half-truths. I have found that leaders who withhold information usually come across as deceivers to their people, which then creates suspicion and doubt in their business. When information is withheld, employees end up feeling paranoid and this paranoia can wreak havoc on any business. The best leaders tell the truth and always speak with candor because they want honest relationships with those who matter most: their people.
Be a hero. The best leaders are brave when most people are fearful, they are courageous when most people are afraid to take action. The best leaders know that things don’t always go the way they want them to, but they are brave enough to do what needs to be done anyway. The worst kind of leading is when people see or hear about a problem in the organization, and then don’t do anything to fix it. That kind of leadership comes across as a bystander, and it demonstrates to people that you don’t have the courage to do what needs to be done. Be the hero of your business and take the courageous actions that need to be done in order to succeed.
Be a navigator. Great leaders are skilled at steering and guiding others through challenges and crisis, in ways that are practical and pragmatic. Because they are very good at what they do, people trust them. But some leaders feel like they need to fix every challenge and every crisis, and this bad habit can cause them to come across as being fixers who are arrogant. They tell people what to do instead of guiding them—they bark off commands instead of utilizing others’ talents and strengths. The best leaders coach and guide their people to empower them, instead of fixing their people, which actually disempowers them and comes across as arrogant. Be the navigator instead of the fixer and you will gain the trust and respect you need as a great leader.
Be an inventor. The best leaders are those who take their craft and their management very seriously. At the heart of what they do, they do everything with integrity and they take great pride in consistently delivering quality and excellence. But sometimes leaders under stress will find themselves wanting to cut corners, go faster, and go cheaper, and think no one will notice. The truth is—and the best leaders understand this—that the excellence you bring, the integrity that you lead with, is a priceless asset in any business and will end up having great returns long into the future.

To be a great leader, make it a habit to lead with confidence, competence, courage, candor, trust, and integrity. These virtues will make you the best leader for your people and for your business, and they will make you as successful as you want to be and will take you from good to great.

If you want to learn more about being a great leader: Pre-order Lolly’s new book: The Leadership Gap: What Gets Between You and Your Greatness. www.theleadershipgapbook.com

For more articles from Shep Hyken and his guest contributors go to customerserviceblog.com.

Read Shep’s latest Forbes Article: United Airlines: One Month Later

 

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The Best Available Room

I recently checked into a hotel in Chicago. The front desk clerk was so enthusiastic. Upon checking me in she stated, “I’ve put you in the best available room.”  I was only there for one night, so I thought she was upgrading me. To match her enthusiasm, I responded, “I bet that room has a view of the ocean and the beach!” Of course, there’s no ocean or beach in Chicago. I was just joking.

She then said, “Oh, you’re looking for a view. You could upgrade to a room with a view, if you would like.”

I was surprised and said, “But, I thought you told me you were checking me into the best available room.”

The conversation about the room ended when she said, “I meant the best available room in the category you booked.”

Well, I was a little let down. So, here is the point. Don’t make a statement to a customer you can’t deliver on. Don’t try and sell a “half-truth.” If you get caught, it isn’t a half-truth. It’s a lie, even if it is a meaningless lie.

This is about managing expectations. Tell me you’ll give me the best and I’ll expect the best. The word best is a powerful word. If you refer me to an Italian restaurant and tell me you that you had the best spaghetti and meatballs of your life, I’ll accept that it’s your opinion and your experience. But, if I go to that same restaurant and the chef tells me that he promises this will be the best spaghetti and meatballs I’ll ever have, well then he had better deliver.

One is a friend’s opinion. The other is a business owner’s promise.

In business, we should be careful of the superlatives we use. If a company promises the lowest prices anywhere and I find it for a lower price elsewhere, they have broken their promise. Did they do it intentionally? Maybe not. Maybe it’s their intention to be the lowest price leader, but if they aren’t, well, they aren’t. They broke their promise and failed to meet the expectation.

So, be careful how you phrase your promises. Being known for having competitive prices is just slightly different than claiming to have the lowest prices. While subtle, it puts across a similar message without making a promise that may not be kept.

The point is not to over promise and under deliver. It’s a dangerous strategy. It sets expectations that may or may not be able to be met. You may get the customer once, but they may not come back when they realize you didn’t keep your promise.

So, if you’re going to promise me the best available room (or anything else), don’t give me anything less than the best.

Shep Hyken is a customer service expert, keynote speaker and New York Times bestselling business author. For information contact or www.hyken.com. For information on The Customer Focus™ customer service training programs go to www.thecustomerfocus.com. Follow on Twitter: @Hyken

(Copyright © MMXVII, Shep Hyken)

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Amazing Business Radio: Matt Dixon

Matt Dixon Discusses New Ways to Win the Battle for Customer Loyalty

A convenient, frictionless experience is something that consumers want and need, and are willing to pay for.

Shep Hyken interviews noted business writer and sought-after speaker, Matt Dixon, to define the effortless experience.

First Up:

Shep Hyken’s opening comments focus on how important it is to create an easy experience for your customers. Delivering convenience is going to be the battleground for what future customer service is all about.

Shep talks about a list of the top retailers who create the best customer service list, provided by Bruce Temkin, co-founder of the Customer Experience Professionals Association. Ace Hardware, which tops the list, also understands the importance of creating customer convenience. For example, one of the ways they deliver this convenience is through “rock star” parking. Parking spaces just steps from the store’s door can help make shopping effortless. Having smaller stores that are easier for customers to navigate is also a way Ace delivers a convenient experience.

Featured Interview:

Shep begins his interview by asking Matt Dixon how can we build a differentiating, loyalty-building service experience? Dixon says that in this market where so many consumers look at products as commodities, there are four steps you can take:

Next issue avoidance – How can we resolve the issue the customer is calling about, but also resolve the next issue that they don’t even know they may be calling back about.
Too many choices lead to confusion – Too many choices overwhelm the customer, so they fall back to asking for help to solve the problem by calling support, which leads to increased call volumes. Instead, develop a clean and intuitive web experience, which may also result in spending less on technology.
Train your people to use language in a much more principled way – By using words and language properly, your reps can get people to do things they wouldn’t do naturally.
To get control of the customer service experience, give more control to the frontline customer service reps- This comes down to who you hire, how you equip those people (with the proper training and tools), and allowing them to use their own judgement to best serve the customer.

Top Takeaways:

Most service interactions actually drive disloyalty. On average, any service interaction is about four times more likely to make a customer disloyal. The things that can make a customer disloyal – callbacks, transfers, repeating information, and treating customers in a generic, robotic kind of way – are sources of low customer service effort.
The real way to delight your customer is to deliver an effortless experience. If you can create an effortless, no friction, easy-to-do-business-with, convenient experience, you are on track to meeting or exceeding expectations.

About:

Matt Dixon is Group Leader of the Financial Services and Customer Contact Practices of CEB. His first book, The Challenger Sale: Taking Control of the Customer Conversation, was a #1 Amazon and Wall Street Journal bestseller. His two most recent books are The Effortless Experience: Conquering the New Battleground for Customer Loyalty, and The Challenger Customer: Selling to the Hidden Influencer Who Can Multiply Your Results.

Shep Hyken is a customer service and experience expert, best-selling author and your host of Amazing Business Radio.

“The Staples easy button. That’s the idea I try to get into C-level officers’ heads. What is it going to take to get customers to hit that button?”– Matt Dixon

   

This episode of Amazing Business Radio with Shep Hyken answers the following questions … and more:

What is an effortless experience?
How do you create an effortless experience?
Why is delivering an effortless experience important?
What are great companies doing differently than average companies?
What do customers want from their customer service interactions?

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