Shep Hyken's Blog, page 204

How to Create Customer Trust by Shep Hyken

Customer Experiences

It’s an old adage that I’ve mentioned before in my writings and video lessons: People, as in customers, like to do business with people they know like and trust. The knowing and liking is easy. Just creating a good image and having a good reputation makes it easy for customers to want to like you. Be nice and respectful and they start to feel like they are getting to know you. But, the trusting is more difficult. You have to earn your customers’ trust by following through and creating a predictable experience.

Creating trust is paramount to creating customer loyalty. And anytime you have an opportunity to prove yourself and establish a little more trust with the customer, take advantage of it.

So, how do you know when your customers trust you? Aside from repeat business, referrals and accolades, there is one word that you are looking for them to use as they describe you. That word is always.

They are always so nice. They always take care of me. I can always count on them. And, when there is a mistake or a problem, they always fix it.

So, how do you get to that level of trust? How do you get the word always to be part of your customers’ description of you?

Be respectful. Customers want and deserve it. They actually expect it. Say please and thank you. Show up on time.


Be predictable. Customers want an experience they can count on. They want to know that if you say the shipment will be there by Thursday, it will. They want to know that the service they get will always be what they expect. Being predictable is so much about the word always.


Create consistency. Some would argue that this is the same as being predictable, but hear me out. I may deal with Bob on one day and Sally the next. I don’t expect these two people to be clones of one another. But, I do expect a consistency in their helpfulness and enthusiasm for taking care of me. This is more about the culture and personality of the organization than the actual experience. And, the personality is an important part of the experience.


Eliminate friction. It could be slow moving line, a long hold time, complicated forms, having to repeat your account number to the customer service rep after you were asked to key it in on your phone pad. I could go on and on with the friction points that customers of many types of business deal with. Find out what your friction points are and do your best to eliminate them.


Don’t fail. Okay, this is not reality. This is actually a goal. Nobody and no organization is perfect. But, trying to be is important. And, having the system to fix the problem properly is important.

Sure, there are more ideas, tips and tactics we can add to this list. (And, feel free to share them with us below.) So, to summarize, creating the always predictable customer experience falls into two areas; operations and culture. Is your system in place, and does it work?  Is your culture defined, and do your people walk the talk?

Shep Hyken is a customer service expert, keynote speaker and New York Times bestselling business author. For information contact (314)692-2200 or www.hyken.com. For information on The Customer Focus™ customer service training programs go to www.thecustomerfocus.com. Follow on Twitter: @Hyken

(Copyright © MMXV, Shep Hyken)

 

 

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How to Create Customer Trust

Customer Experiences

It’s an old adage that I’ve mentioned before in my writings and video lessons: People, as in customers, like to do business with people they know like and trust. The knowing and liking is easy. Just creating a good image and having a good reputation makes it easy for customers to want to like you. Be nice and respectful and they start to feel like they are getting to know you. But, the trusting is more difficult. You have to earn your customers’ trust by following through and creating a predictable experience.

Creating trust is paramount to creating customer loyalty. And anytime you have an opportunity to prove yourself and establish a little more trust with the customer, take advantage of it.

So, how do you know when your customers trust you? Aside from repeat business, referrals and accolades, there is one word that you are looking for them to use as they describe you. That word is always.

They are always so nice. They always take care of me. I can always count on them. And, when there is a mistake or a problem, they always fix it.

So, how do you get to that level of trust? How do you get the word always to be part of your customers’ description of you?

Be respectful. Customers want and deserve it. They actually expect it. Say please and thank you. Show up on time.


Be predictable. Customers want an experience they can count on. They want to know that if you say the shipment will be there by Thursday, it will. They want to know that the service they get will always be what they expect. Being predictable is so much about the word always.


Create consistency. Some would argue that this is the same as being predictable, but hear me out. I may deal with Bob on one day and Sally the next. I don’t expect these two people to be clones of one another. But, I do expect a consistency in their helpfulness and enthusiasm for taking care of me. This is more about the culture and personality of the organization than the actual experience. And, the personality is an important part of the experience.


Eliminate friction. It could be slow moving line, a long hold time, complicated forms, having to repeat your account number to the customer service rep after you were asked to key it in on your phone pad. I could go on and on with the friction points that customers of many types of business deal with. Find out what your friction points are and do your best to eliminate them.


Don’t fail. Okay, this is not reality. This is actually a goal. Nobody and no organization is perfect. But, trying to be is important. And, having the system to fix the problem properly is important.

Sure, there are more ideas, tips and tactics we can add to this list. (And, feel free to share them with us below.) So, to summarize, creating the always predictable customer experience falls into two areas; operations and culture. Is your system in place, and does it work?  Is your culture defined, and do your people walk the talk?

Shep Hyken is a customer service expert, keynote speaker and New York Times bestselling business author. For information contact (314)692-2200 or www.hyken.com. For information on The Customer Focus™ customer service training programs go to www.thecustomerfocus.com. Follow on Twitter: @Hyken

(Copyright © MMXV, Shep Hyken)

 

 

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Amazing Business Radio Interview: Jeffrey Hayzlett

September 16: Jeffrey Hayzlett on How to Think Big, Act Bigger

Shep Hyken interviews Jeffrey Hayzlett, keynote speaker, bestselling author and global business celebrity. The two discuss Jeffrey’s new book, “Think Big, Act Bigger: The Rewards of Being Relentless,” and highlight some of the key concepts such as empowering employees and creating positive tension in a business. Listen as Jeffrey explains “The Katelyn Rule” (you’ll love the story), as well as why the best leaders sometimes need to stretch their employees.

“Don’t wear (failure) like a badge of courage. It’s failure. Grab it by the neck. Understand what failure is all about. You want to be able to grab it, choke it and stop it.” – Jeffrey Hayzlett

Click here to listen.

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5 Top Customer Service Articles For the Week of September 14, 2015

TOP CUSTOMER SERVICE AND BUSINESS ARTICLES

Each week I read a number of customer service 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.

How Good Customer Service Can Be Your Most Powerful Marketing Tool by Debra Carpenter

(Huffington Post) When we talk about marketing, we often talk about defining your ideal customer, creating great content, and making sure that the product you’re selling delivers on your promises. But we don’t talk enough about customer service and how exemplary customer service is an important element of successful marketing.

My Comment: Customer service IS the new marketing! Do a great job and customers tell friends, colleagues and family members. Great reminders of just why customer service is your most powerful marketing and sales strategy!

Top Must-Haves To Drive Customer Experience Forward by Ekaterina Walter

(Top Tech News) Customer experience is the new battleground and an important differentiator for brands. The customer experience doesn’t start and stop at your owned brand destinations (e.g., in-store, website, or mobile). It continues on social channels, where you have no control on what’s shared. Customers post reviews, contact brands directly on social, and broadcast issues in status updates.

My Comment: This article makes the important point that once the customer buys, the interaction continues. The customer may complete their purchase or place their order (in a store, online, over the phone, etc.), but the experience and potential interaction continues as they talk to their friends, colleagues or turn to social channels. The suggestions on the tools needed to continue to build on that customer interaction are worthy of serious consideration.

Key Learning from 15 Years of Net Promoter Stats by Colin Shaw

(LinkedIn) Did you know Netflix’s Net Promoter Score (NPS) is higher than the cable companies? It is, and it is one of the reasons we see growth in Netflix and continued dissatisfaction with cable companies.

My Comment: I’m a big fan of NPS (Net Promoter Score) and how that simple questions can give us insight to our customers’ opinions of us. It’s one thing to know what a customer thinks of us, but another to learn how that compares to the rest of the market and what we can learn from it. Great suggestions here on how to take advantage of this powerful information.

The Customer Experience in 2020 by Christy Pettey

(Gartner) Organizations should focus on three key opportunities to drive the future customer experience.

My Comment: If you could look into a crystal ball and see what customer service and experience would look like in five years, what is in this article is exactly what you will most likely find. The biggest thing, in my mind, is the concept of customization. We amass so much data on our customers, so let’s take advantage of it and give the customer the experience that makes them say, “Wow, they know me!”

Bending the Rules in Customer Service by Dan Goss

(Get Common Sense Blog) Before starting to write about customer service, I spent two years as a high-ranking barista in a popular chain cafe in the UK, and for most of that time I was at the forefront of our store’s customer service efforts.

My Comment: Rules should be called “guidelines,” not “rules.” Great examples here of building the customer relationship by giving a little extra and, at times, bending the rules a bit. It reminds me of the old “Baker’s Dozen” concept. Throw in the extra doughnut and show the customer a little love!

Shep Hyken is a customer serv ice expert, professional speaker and New York Times bestselling business author. For information contact (314)692-2200 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: Do You Focus on Fluff or the Things Your Customers Care About?

This week on our Friends on Friday guest blog post, my colleague Steve DiGioia talks about providing your customers with the experience they want. It is important to take advantage of the opportunities available to make a statement for your customers. – Shep Hyken

I thought my new sweater was “the cat’s meow”, ‘da bomb. Look at me all!

I was struttin’ my stuff as I walked to school. High school was finally cool. I was cool.

Well, not really. I was never the cool kid, mostly a band geek. But I played a mean saxophone, really, I did! Even did it full time for a living in the early 80’s. Anyway, that’s another story…

What makes a business cool?

So much time is spent on developing your product, with countless hours racking your brain for ideas. Whether it’s a new twist on an existing item or a revolutionary design that will change the marketplace, there is so much to do.

There are meetings with your engineers, stylists and those in charge of marketing your new creation. Oh, let’s not forget the lawyers…

All with one goal in mind, to make your product or service the best it can be and the “coolest” product on the market. They will be knocking down your door to get it.

So, I’ll say it again, what makes a business cool?

Is it the décor, or the trendy clothes? Is it the neighborhood or the product’s packaging?

Is it the chi-chi designer names inside, or the landscaping that flank the front door?

Does it even matter?

What do today’s customers want? Do we really know?

So much time is spent on “business fluff,” yes the fluff that has little to do with the actual product or service the business is providing, that you forget why most customers continue to do business with you.

It’s the service you provide and its perceived value that makes them return.

Sure, keeping your doors open with a poor performing product is an uphill battle, but good products wrapped in an environment of poor service will soon become a thing of the past.

A business succeeds when it provides the product or service someone is willing to pay for time and time again. What do your customers want? Give it to them. You don’t really know what they want? You’ve got a problem my friend.

Have you designed your store in the color combinations or materials that YOU like or those that are more conducive to make your customers buy?
Do you play heavy metal music in a perfume shop?
Do you still have dusty celebrity photos adorning your walls or the latest movie poster taped to the glass window pane?

Why? Is this yesterday’s fad, or today’s? Who cares?

Nothing matters more than providing the positive atmosphere that will get your customers to buy. Purchase, display and promote the products people want to buy.

Keep them coming back because they like what you sell, can’t find it anywhere else, and because you provide the customer experience they long for.

The Pet Rock days are behind us. Get with the program…

Steve DiGioia is a 25+ year hospitality veteran who has developed high performance service teams through increased leadership engagement, attention to detail and anticipating the customer’s needs. His customer-centric writings can be found on his blog.

For more articles from Shep Hyken and his guest contributors go to customerserviceblog.com. Read Shep’s latest Forbes Article:

Blast Through Your Limitations: Think Big, Act Bigger

 

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Loyal Customers Give Second Chances by Shep Hyken

Customer Service Lesson

I arrived to check in at one of my favorite New York City hotels, only to be disappointed that the hotel was under extensive renovation. Instead of walking into a beautiful lobby, a sanctuary from the hustle and bustle on the street, I experienced unfinished construction and the smell of sawdust and paint. Their cool and trendy bar that was usually packed with “beautiful people,” was temporarily cut down to about a quarter of its size with very few customers.  

As I approached the front desk, the always friendly staff greeted me with a smile. It was hard to be upset with the situation when the staff was so friendly and upbeat. Still, there was internal confusion in my mind. I had planned to invite my group back to the hotel for a drink later that night, and I could tell this wasn’t going to be the experience that I had planned for. Should I try and find another hotel or stay here?

I made my mind up to stay. The people were still the same. The front desk clerk who checked me in even recognized me from a prior visit. The staffs’ smiles and positive attitudes did a lot to make up for the shortcomings of the hotel.

Yet in spite of those great attitudes, this wasn’t a problem that they could smile about, apologize for and then fix right away. Every time I walked back into the hotel I experienced a negative reaction to the extensive renovations. Their sign that said, “We apologize for the inconvenience while we make our hotel a better place,” wasn’t working for me. And I think I know why.

Had the hotel informed me about the renovations ahead of time, I would have had the opportunity to choose to stay there or find another hotel before I arrived. And, my “inconvenience,” as they called it, was not reflected in the price that I was being charged. It was the same price as usual. And, for that same price, I could have stayed at one of the many other hotels in the area that were just as nice. By the way, upon checking out of the hotel, the front-desk staffer did a minor adjustment on my bill. A little sugar to help make the medicine go down. She expressed appreciation for me staying, in spite of the construction, and hoped I would return.

Will I return? Yes, and here is why. As mentioned, the staff was friendly, apologetic and empathetic to the situation. Their attitudes made things better. And, that is very important. Also, we have a relationship. The front desk staff recognized me from my last visit. While they couldn’t fix the problem on the spot, I have a positive past experience and relationship with the hotel, and the staff’s attitude is always positive. That’s enough to earn them another chance. Still, when I make my next reservation, I’ll ask about renovations and construction. And even if I’m told they are finished, until I get there, I won’t know for sure.

As I think about this story, there are several lessons we can learn from it. When the consistent and predictable experience becomes inconsistent and unpredictable, consider the following:

A good attitude helps smooth over the negative situation.
You are only as good as the last interaction you had with your customer. Each time the customer walks through your doors, calls you or interacts with you in any way, it’s a new chance to prove they made the right decision to do business with you.
A history of positive experiences is helpful.
Any type of relationship, however small, will aid in gaining back the customer’s confidence.

Shep Hyken is a customer service expert, keynote speaker and New York Times bestselling business author. For information contact (314)692-2200 or www.hyken.com. For information on The Customer Focus™ customer service training programs go to www.thecustomerfocus.com. Follow on Twitter: @Hyken

(Copyright © MMXV, Shep Hyken)

The post Loyal Customers Give Second Chances by Shep Hyken appeared first on Shep Hyken.

Loyal Customers Give Second Chances

Customer Service Lesson

I arrived to check in at one of my favorite New York City hotels, only to be disappointed that the hotel was under extensive renovation. Instead of walking into a beautiful lobby, a sanctuary from the hustle and bustle on the street, I experienced unfinished construction and the smell of sawdust and paint. Their cool and trendy bar that was usually packed with “beautiful people,” was temporarily cut down to about a quarter of its size with very few customers.  

As I approached the front desk, the always friendly staff greeted me with a smile. It was hard to be upset with the situation when the staff was so friendly and upbeat. Still, there was internal confusion in my mind. I had planned to invite my group back to the hotel for a drink later that night, and I could tell this wasn’t going to be the experience that I had planned for. Should I try and find another hotel or stay here?

I made my mind up to stay. The people were still the same. The front desk clerk who checked me in even recognized me from a prior visit. The staffs’ smiles and positive attitudes did a lot to make up for the shortcomings of the hotel.

Yet in spite of those great attitudes, this wasn’t a problem that they could smile about, apologize for and then fix right away. Every time I walked back into the hotel I experienced a negative reaction to the extensive renovations. Their sign that said, “We apologize for the inconvenience while we make our hotel a better place,” wasn’t working for me. And I think I know why.

Had the hotel informed me about the renovations ahead of time, I would have had the opportunity to choose to stay there or find another hotel before I arrived. And, my “inconvenience,” as they called it, was not reflected in the price that I was being charged. It was the same price as usual. And, for that same price, I could have stayed at one of the many other hotels in the area that were just as nice. By the way, upon checking out of the hotel, the front-desk staffer did a minor adjustment on my bill. A little sugar to help make the medicine go down. She expressed appreciation for me staying, in spite of the construction, and hoped I would return.

Will I return? Yes, and here is why. As mentioned, the staff was friendly, apologetic and empathetic to the situation. Their attitudes made things better. And, that is very important. Also, we have a relationship. The front desk staff recognized me from my last visit. While they couldn’t fix the problem on the spot, I have a positive past experience and relationship with the hotel, and the staff’s attitude is always positive. That’s enough to earn them another chance. Still, when I make my next reservation, I’ll ask about renovations and construction. And even if I’m told they are finished, until I get there, I won’t know for sure.

As I think about this story, there are several lessons we can learn from it. When the consistent and predictable experience becomes inconsistent and unpredictable, consider the following:

A good attitude helps smooth over the negative situation.
You are only as good as the last interaction you had with your customer. Each time the customer walks through your doors, calls you or interacts with you in any way, it’s a new chance to prove they made the right decision to do business with you.
A history of positive experiences is helpful.
Any type of relationship, however small, will aid in gaining back the customer’s confidence.

Shep Hyken is a customer service expert, keynote speaker and New York Times bestselling business author. For information contact (314)692-2200 or www.hyken.com. For information on The Customer Focus™ customer service training programs go to www.thecustomerfocus.com. Follow on Twitter: @Hyken

(Copyright © MMXV, Shep Hyken)

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Amazing Business Radio Interview: Mark Schulman

September 8: Mark Schulman on How to Harness Stage Fright and Give a Rock Star Presentation

Shep Hyken talks with Mark Schulman, world class Rock ‘n’ Roll drummer, about his new book, “Conquering Life’s Stage Fright: Three Steps to Top Performance.” Mark discusses using your excitement, as well as the audience’s energy, to create a passionate presentation. After giving inspiring performances to sold-out arenas around the world while he was touring with artists like Foreigner, P!nk and Cher, Mark now inspires audiences in the business world as a keynote speaker and author. Tune in to hear some AMAZING stories, and Mark’s tips and tricks on how to give a rock star presentation.

“Remember that your passion gets you there, and your purpose keeps you there. Passion is what motivates us and gets us going, but realize your purpose for doing what you do.”- Mark Schulman

Click here to listen.

 

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5 Top Customer Service Articles For the Week of September 7, 2015

TOP CUSTOMER SERVICE AND BUSINESS ARTICLES

Each week I read a number of customer service 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.

Want Customer Loyalty? Be Loyal To Customers by Dan Olson

(MediaPost) Put the focus on what consumers value. Let’s look to improve what we give them in return for their time and attention. Here are some areas to concentrate on.

My Comment: I’ve always believed that before you can expect your customers to be loyal to your company, you have to show loyalty toward your customers. It’s a two-way street.  This article has some great ideas and sound advice on how to deliver loyalty.

2015 State of Service – 15 Key Business Findings by Vala Afshar

(Huffington Post Business) In a knowledge sharing and hyper-connected economy, where on-demand services are fueling business growth and customer advocacy, companies must differentiate with faster, smarter, proactive and personalized service. Precision and velocity is what separates high-performing service organizations.

My Comment: When Vala Afshar talks (or writes), I listen (or read). This article is filled with insights about what service looks like today, and will look like in the future. I read this three times.

3 Technology Trends That Are Transforming The Customer Experience by Shana Rusonis

(Optimizely Blog) To stay ahead of the competition, it’s important for marketing leaders to have an eye on trends that have the potential to accelerate—or disrupt—their business.

My Comment: Some great information here about what we will need to do to earn our customer’s loyalty. It starts by recognizing that customer experience is becoming competitive advantage. It used to be customer service. Now it’s the entire experience. And, thanks to technology, there is an intrinsic link between people and machines or technology.

5 Easy Steps to Top-Notch Customer Service by Cheryl Scott

(Huffington Post Business) Here are five “customer service thoughts” that can help us and our work teams hit a hole-in-one.

My Comment: Here are five great ideas to enhance any business’s customer service. While the article states there are “Five Easy Steps,” Are they really easy? Definitely easy to understand. Sometimes customer service seems easy. When done well, it looks easy. They key is execution and integration throughout the organization. Sometimes not so easy, but well worth the effort. Regardless, they are great and we should consider all five in any customer service and experience strategy.

How One Company Won My Loyalty With Only $100 by Peter Gasca

(Entrepreneur) How much would you pay to create a loyal long-term customer? Well, to have my loyalty, the answer is apparently $100, courtesy of HelloFresh. Allow me to explain.

My Comment: There are a number of lessons wrapped up in this story. Complaints are opportunities to show how good a company can be. Empowering employees to make decisions without having to consult a manager. And, more. Great story that any business can learn from.

Shep Hyken is a customer serv ice expert, professional speaker and New York Times bestselling business author. For information contact (314)692-2200 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: 10 reasons your customers are not engaging on social media

This week on our Friends on Friday guest blog post, my colleague Ravi Shukle describes 10 actions you may be doing that are preventing your customers from engaging with you on social media. These are excellent tips and I will make sure to follow all of them! – Shep Hyken

Have you ever wondered why your customers don’t engage with your company on social media?

Could it be something you said or posted?

If these questions have run through your mind when managing your social media profiles, then you have come to the right place.

You are reading this because you want to increase your engagement on social media and want some answers as to why your content isn’t doing as well as it should.

In this post we are going to explore the top 10 actions that help to explain why your customers are not engaging on your social profiles.

#1 You don’t respond

Simply not responding on your social channels shows your customers that you don’t value them, which causes them to go elsewhere, or even worse — complain.

The key to any successful relationship is to have two-way communication. This also applies to your business. Having two-way communication with your customers on social media not only shows your customers you value their contributions, but also acts as a great way to get feedback on your content and conversations. (How should you engage with customers? Should you respond to their comments or questions? Should you post questions to get them involved?).

#2 You don’t post valuable content

If all you post is humorous content, or content that doesn’t help to solve their problems, your customers will quickly lose interest, as they are not getting any value in return for following or liking your pages.

Valuable content on social media can be categorized as content that helps to solve your customers’ problems or adds value. While there is nothing wrong with adding in humor or entertaining your customers on social media, it shouldn’t be the only type of content you post.

#3 You don’t encourage customer feedback

Ignoring customer feedback can prove to be a costly mistake, as your business is missing out on the chance to get direct feedback and suggestions from its users. Without this, your business may never get the same level of feedback from a survey or research. (How do you encourage customer feedback? Are there any tips to get them more interested in sharing their feedback, like a special discount or promotion that they will receive for sharing their feedback?).

You never want to assume you understand what’s best for your customers, as this could lead to your business creating a product or service with no demand.

#4 You don’t acknowledge your customers or employees

By not taking the time to acknowledge your customers or employees on social media, you are showing them you don’t value them as part of your community. You are also losing out on the chance to help spread word of mouth.

Spotlighting your customers and employees on social media is a great way to let others know your business recognizes its most loyal members in the community. This attracts more fans to engage, and also encourages those who get featured to share the content. (How do you spotlight your customers or employees? Do you write posts about employees that are giving superb service? Do you give thanks to customers in some way?).

#5 You’re too technical

I completely understand that some support issues require a more technical approach. However, not personalizing this approach or explaining it in an easy to understand manner will only confuse your customers and cause your business to come across as unapproachable. (What are some examples of being too technical?).

You want to personalize your responses on social media by adding in a name and your own tone of voice, rather than just copy and pasting. This helps your business to become more relatable and shows the customer you have their best interests at heart.

#6 You post at the wrong times

You may have a great piece of content to share with your customers on social media, but posting it at the wrong time, or not posting often enough could mean no one is there to see it or share it.

To make sure this doesn’t happen, you want to track your analytics to find out when your customers are online, and try posting at these times. You also want to make sure you post on a regular basis to help you stay top of the customer’s mind at least once a day.

#7 You only share your own content

Now, I get it – your goal is to increase visits to your website. But only sharing your own content can cause your fans to lose interest (Could explain more here. Why do they lose interest if you only share your own content? Do they get bored of company news?)., and you’ll miss the opportunity to expand your reach to new audiences.

By sharing content from others and tagging them in the posts, you not only open up your customers to fresh new content, but you also enable your content to get noticed by new audiences. You will also notice that if you share content from other businesses, they are more likely to return the favor.

#8 You bought likes

Truthfully, nothing positive comes out of this scenario. Fans that have been purchased in bulk have not been carefully selected to ensure their interests match that of your business. (Is there a process that goes into how Facebook chooses fans? Do the selected fans know anything about the business?).

As a result, you will experience lower engagement on your content and your content will also reach fans who will never engage.

NEVER buy likes to boost your numbers. Instead, use targeted “like ads” to find your ideal audience.

#9 You don’t vary your content

Only posting the same type of content (What does the same type of content entail? Does this mean that they are always posting the same types of subjects or that they always post pics, videos, etc.? Need more description.) This will cause your fans to lose interest, as it doesn’t offer them an alternative way to engage.

Instead, you want to develop a social media strategy so you know which types of content to share and the desired outcome of the content (i.e., more views for your blog).

You want to create a mixture of content each and every week, such as pics, videos and text updates. Find out what works and share that type of content the majority of the time, but never limit yourself to one post style.

#10 You constantly promote your own products –

I hate to break it to you, but constantly promoting your own products or services on your social channels will not help to increase sales. (Does it annoy customers?). In fact, it will do the opposite and actually put your customers off doing business with you on social media.

Instead, you want to have a good mix of content that provides value and you want to be sure to engage with customers — then you can create an offer. This way, your customers get the most value through the content and conversations, and will be more likely to purchase when you do decide to sell.

Final thoughts

The key aspect to remember when looking to increase engagement and sales on social media is to put the needs of the customer first. Always look to find new ways you can add value and make your customers’ lives easier. This, combined with encouraging customer feedback and spotlighting your customers, will help to create more loyal customers who engage more, and as a result, are also more likely to purchase.

Ravi Shukle  is the Guardian of Customer Happiness who loves to help businesses create happy customers for life through customer service. He reveals his Secrets to creating 5 star service here.

For more articles from Shep Hyken and his guest contributors go to customerserviceblog.com. Read Shep’s latest Forbes Article:

How Quickly Do Your Customers Get The Answers They Want And Their Complaints Resolved?

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