Shep Hyken's Blog, page 206

Always Serve Your Customer with Grace and Appreciation

Dignity and Respect

If you follow my work, you know that I believe that customers should be treated with dignity and respect, even when they’re wrong (and yes, they can be wrong). But what about when the customer is right and you are wrong? Or when they have a simple request? When it comes to giving in to a customer, make sure you do it in a graceful manner.

My assistant shared a story with me recently in which her friend received an invoice via email and noticed it had the wrong physical address. So, he contacted the company to inform them of the correct address. The response from the customer service rep was surprising. Less than friendly, the rep was short and made the customer feel as if she was doing him a huge favor. Apparently he could have gone on the company’s website and changed it himself. In a cynical tone, she informed him that as a courtesy to him, she will update his account, but next time use the website. Basically she was saying, next time don’t bother her.

Doesn’t this rep realize that she is dealing with a customer – someone who not only helps keep the company profitable, but ultimately is paying her salary? Apparently not! She made him feel as if she “gave in” to his very reasonable request. It wasn’t like he was asking for much, if anything at all. He thought he was doing the company a favor by letting them know what the correct address was.

Another example that may make more sense happened one day when I tried to park my car in a public parking lot. As I attempted to pull into the lot, the attendant informed me that it was full. I had seen several open spaces as I was passing by the lot and shared that information with the attendant. Apparently, the attendant didn’t believe me, so I actually stepped out of the car and walked him over to the empty spaces. At that point, a customer-focused employee might have said something like, “I’m sorry. I didn’t realize there was an open spot. Thanks for letting me know,” Instead, with an exasperated attitude, he let me in. He made me feel that he had done me a huge favor. And, all I wanted to do was pay him and his company for the apparent privilege of parking my car in an empty space on his lot.

If you are going to do a favor for a customer or give in to a reasonable – or even special – request, do so graciously. Don’t make the customer feel as if you are doing him or her a huge favor. The reality is that you aren’t doing the customer a courtesy. No, the customer is doing you a favor by spending his or her hard earned money with you instead of your competition.

In just about every situation, whether the customer is asking for something special or just doing business with you as usual, serve with grace and appreciation.

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 Always Serve Your Customer with Grace and Appreciation appeared first on Shep Hyken.

Amazing Business Radio Interview: Tom Dowd

August 18: Tom Dowd on the Top 10 Ways to Self-Engage at Work

Shep Hyken talks with Tom Dowd, a professional development expert and author of “The Transformation of a Doubting Thomas: Growing From a Cynic to a Professional in the Corporate World.” Tom, a self-proclaimed “recovering cynic” has spent more than 25 years climbing the corporate ladder. After experiencing the ups and downs of corporate life, Tom developed a list of the top 10 ways for employees to take accountability of their own career development and satisfaction. Tune in to hear Tom’s tips for self-engagement.

Click here to listen to the interview.

 

The post Amazing Business Radio Interview: Tom Dowd appeared first on Shep Hyken.

5 Top Customer Service Articles For the Week of August 17, 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.

Revolutionizing Customer Service with the Internet of Things by Sean Erickson

(CRM magazine) The IoT is altering our technology landscape—and it will require a change in culture as well.

My Comment: This is part of what the future of customer service will look like. Technology will be able to do amazing things. And when you combine that with the human touch, you have a winning combination.

How Disney Acts as a Role Model for Customer Service by Amy Clark

(I Want It Now) Disney is one of the largest companies in the world. Additionally, they are one of the ultimate customer service role models. Many lessons can be learned by understanding how Walt Disney approaches leadership, culture and the guest experience.

My Comment: I’m a huge Disney fan. A while back I wrote an article that included a number of Disney quotes and how they applied to customer service. The author of this article (Amy Clark) took a few of my favorite Disney quotes and put her spin on them.

Do You Know The Platinum Rule For Customer Loyalty? by Kevin Ready

(Forbes) The Platinum Rule is the yardstick that measures the three levels of relationship you can build into personally and professionally – the full range of relationships from ‘in’ to ‘indespesible’, with an ocean of difference between them.

My Comment: Now, this is a lofty goal, and a good one to go for. Deliver such an excellent customer service experience that your customers find you indispensable and irreplaceable. Really enjoyed this article!

Transforming customer service on Twitter with a new playbook and new ecosystem solutions by Chris Moody

(Twitter) Today we’re making it easier for brands to provide better customer service on Twitter. We’re publishing our new Twitter for Customer Service Playbook and announcing that Sprout Social is the first to use new data and functionality to create an improved and transformative customer service solution for brands. Additionally, Oracle intends to release their upgradable customer service solution in the near future.

My Comment: Another great article that proves that companies need to take advantage of Twitter. Your customers are! While still not quite as popular as phoning the customer support center, social customer service, specifically Twitter, is growing – and growing quickly.

Beyond engagement: Top must-haves to drive customer experience forward by Ekaterina Walter

(Retail Customer Experience) 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: Ekaterina Walter is a brilliant business person. She gets customer service and understands how social and technology work toward giving the customer the best possible service experience. This article reminds us – and teaches us – about a few ideas we should all consider in our effort to create a stellar customer experience.

Shep Hyken is a customer service 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

The post 5 Top Customer Service Articles For the Week of August 17, 2015 appeared first on Shep Hyken.

Guest Blog: To Deliver or Not to Deliver?

This week on our Friends on Friday guest blog post, my colleague John Smart shares his thoughts about the importance of good communication and interpersonal skills to customer service. This is all part of taking care of your customer and making sure they have the information they need to do business with you. – Shep Hyken

One of the key basic requirements of people is – to know.

We all want to know. Whether it’s to know what the weather is for tomorrow; what’s for lunch; what time we need to meet; what food is the best for us… The list is endless. However, when it comes to customer service, at times, it appears that others seem to know – what we should know.

I’ve had three occasions in the last two months where a person in a customer service position has ‘withheld information’ (regardless how small), probably because they felt that the news they had for me was not going to land well. So, they took the view that if it wasn’t communicated, then it would go away; if left long enough I would forget it or it would become irrelevant. It occurs in many ways such as not replying to an email, not calling back, or the false promise of ‘…we will do our best to get back to you.’ But you hear nothing, and then have to constantly follow up.

In customer service, delivery of information is so important to the end user. It either provides closure or allows the customer to make appropriate decisions. What you deliver may not be what the other person wants to hear. But to deny this right is denying a basic human need.

A good example of this is in the medical world, with the patient being the customer. When the medical problem is identified, the first thing a patient wants to know is: ‘What’s the prognosis?’ ‘What the news…?’ What’s the outcome…?’ etc. The news that the medical staff has to deliver may not be what the person wants to hear, but it has to be delivered. Withholding information because they don’t want to upset the person, or it may not be what they want to hear is not an option. Understandably, the delivery has to be correct for the situation and in context; but having this information allows the person to make choices, view their options and, if needed, take control of the situation.

So it is in any customer service situation. Not returning calls, emails, or sticking your head in the sand and hoping the other person will go away is not an option. Yes, there may be fallout. Yes, the other person may be angry, frustrated or upset. But like the medical example, they now know and have the option to make alternative choices.

Remember also, that a lot of the possible anger and frustration will more likely be aimed at the situation and not personal. It’s human nature to apportion blame on something! In this case they will more than likely vent their words around the situation, e.g., the company, the process, the system, lack of resources, paperwork, telephone delays, etc. However, by ignoring the problem, there is a better chance that their anger or frustration will become personal, and they will blame you entirely for the problem.

So, delivery is important. How this is done will require good interpersonal skills and sometimes good judgement. But the bottom line is this: don’t leave your customer in the dark.

John Smart is the author of ‘PROUD – Achieving Excellent Customer Service’. He is a development consultant, running his own consultancy, through which he has gained many years of customer service development and delivery within a diverse array of industries.

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

How Loose Is Your Feedback Loop? Try These Ways to Tighten It Up

The post Guest Blog: To Deliver or Not to Deliver? appeared first on Shep Hyken.

If You Make a Rule for the Customer, You Better Be Willing to Follow It Yourself by Shep Hyken

Brand Promise

This will seem like a rant… because it is. I don’t like complaining about specific companies, so I’ll keep that private. What I do like, however, is sharing the lessons we can learn from their mistakes and sometimes customer-abusive decisions.

It’s customary for the airlines to expect their customers, also known as their passengers, to be at the gate, ready to board on time. Some airlines even ask you to be on board ten minutes before departure time as they want to close their doors to ensure an on-time takeoff. So far, I’m totally cool with this request.

Until they don’t practice what they preach!

I understand a mechanical delay. I would much rather the airlines figure out there is something wrong with their plane while it’s on the ground instead of in the air. While I’m never happy when there is a delay, that’s a good reason and I’ll accept it. I also understand weather delays. If it’s not safe to fly, I don’t want to fly. It’s that easy.

However, what I don’t agree with is that passengers are forced to wait if the airline personnel are late. When the roles are reversed and a passenger is late, the airlines shut the door and turn them away.

Now, I recognize that we can’t change this. It’s just the way it is. And, I get it. The airlines can’t hold a flight because one passenger is late, thereby taking a delayed departure and making the rest of the passengers late. But barring the obvious, if the flight is delayed because of a late crew or any other reason where the airline has some control, the passengers should be compensated.

So, what kind of compensation is fair? Maybe compensation is the wrong word. What friendly gesture can the airlines do to make amends for the mistakes over which they have control? It doesn’t have to be much. Here’s a great example.

One day, I was waiting for my weather-delayed flight and noticed that another airline was experiencing similar delays. Since this is a positive example, I’ll share that it was Delta Airlines. Now get this. Even though it was delayed due to weather, an airline employee pushed a cart full of sandwiches, candy bars and soft drinks into the gate area and offered a snack to all of those waiting. I had to go over and congratulate them for empathizing with the passengers for their situation. And remember, it was weather related. Not even their fault. And by the way, they also do this when it is their fault.

Enough of my airlines rant. Imagine you have a reservation at a restaurant and show up 30 minutes late. Do you really expect them to hold the table? They might if you call ahead, but if you just show up late, eventually they will probably give it to the next customer. Sure, when you finally do show up they may accommodate you by finding a table for you fairly soon. But you can’t expect them to hold the reservation. So what happens when you are on time for your reservation and the restaurant doesn’t have a table for you? What then?

I’ve experienced the manager apologizing, buying a round of drinks or offering an appetizer. While not that big of a deal, it is a very nice gesture. They are proving that they are aware of the situation, working to resolve it and making amends of sorts by giving a little something for your inconvenience.

I like it when people honor their customer commitments. And when they don’t, they step up and do the right thing. When I pay FedEx to ship a package using their two-day program, and they fail to get it there in two days, which, by the way, seldom happens, they quickly refund the charges. Can you imagine an airline refunding the price of a ticket if they get you there later than scheduled? (That’s a rhetorical question!)

So, here is the point. I am disappointed when a company doesn’t practice what they preach, fails to live up to their brand promise or seems to have a double standard that implies they don’t follow their own rules.

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 If You Make a Rule for the Customer, You Better Be Willing to Follow It Yourself by Shep Hyken appeared first on Shep Hyken.

If You Make a Rule for the Customer, You Better Be Willing to Follow It Yourself

Brand Promise

This will seem like a rant… because it is. I don’t like complaining about specific companies, so I’ll keep that private. What I do like, however, is sharing the lessons we can learn from their mistakes and sometimes customer-abusive decisions.

It’s customary for the airlines to expect their customers, also known as their passengers, to be at the gate, ready to board on time. Some airlines even ask you to be on board ten minutes before departure time as they want to close their doors to ensure an on-time takeoff. So far, I’m totally cool with this request.

Until they don’t practice what they preach!

I understand a mechanical delay. I would much rather the airlines figure out there is something wrong with their plane while it’s on the ground instead of in the air. While I’m never happy when there is a delay, that’s a good reason and I’ll accept it. I also understand weather delays. If it’s not safe to fly, I don’t want to fly. It’s that easy.

However, what I don’t agree with is that passengers are forced to wait if the airline personnel are late. When the roles are reversed and a passenger is late, the airlines shut the door and turn them away.

Now, I recognize that we can’t change this. It’s just the way it is. And, I get it. The airlines can’t hold a flight because one passenger is late, thereby taking a delayed departure and making the rest of the passengers late. But barring the obvious, if the flight is delayed because of a late crew or any other reason where the airline has some control, the passengers should be compensated.

So, what kind of compensation is fair? Maybe compensation is the wrong word. What friendly gesture can the airlines do to make amends for the mistakes over which they have control? It doesn’t have to be much. Here’s a great example.

One day, I was waiting for my weather-delayed flight and noticed that another airline was experiencing similar delays. Since this is a positive example, I’ll share that it was Delta Airlines. Now get this. Even though it was delayed due to weather, an airline employee pushed a cart full of sandwiches, candy bars and soft drinks into the gate area and offered a snack to all of those waiting. I had to go over and congratulate them for empathizing with the passengers for their situation. And remember, it was weather related. Not even their fault. And by the way, they also do this when it is their fault.

Enough of my airlines rant. Imagine you have a reservation at a restaurant and show up 30 minutes late. Do you really expect them to hold the table? They might if you call ahead, but if you just show up late, eventually they will probably give it to the next customer. Sure, when you finally do show up they may accommodate you by finding a table for you fairly soon. But you can’t expect them to hold the reservation. So what happens when you are on time for your reservation and the restaurant doesn’t have a table for you? What then?

I’ve experienced the manager apologizing, buying a round of drinks or offering an appetizer. While not that big of a deal, it is a very nice gesture. They are proving that they are aware of the situation, working to resolve it and making amends of sorts by giving a little something for your inconvenience.

I like it when people honor their customer commitments. And when they don’t, they step up and do the right thing. When I pay FedEx to ship a package using their two-day program, and they fail to get it there in two days, which, by the way, seldom happens, they quickly refund the charges. Can you imagine an airline refunding the price of a ticket if they get you there later than scheduled? (That’s a rhetorical question!)

So, here is the point. I am disappointed when a company doesn’t practice what they preach, fails to live up to their brand promise or seems to have a double standard that implies they don’t follow their own rules.

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 If You Make a Rule for the Customer, You Better Be Willing to Follow It Yourself appeared first on Shep Hyken.

Amazing Business Radio Interview: Peter Voogd

Shep Hyken talks with Peter Voogd, entrepreneur, GameChanger, and author of the 27-time International Bestseller, “6 Months to 6 Figures.” When he was 15, Peter started his first business – selling Air Jordan shoes on eBay. At 22, Peter found himself broke, stressed, and discouraged. But by the time he reached 23, Peter was making a six figure salary. He is now the CEO of the GameChangers Movement and is a leading expert on Generation Y leadership. Peter shares valuable lessons he’s learned through success and failure, and how those lessons are applicable to any job and any situation.

“I think when I realized that failure was a part of success, I started approaching it differently. How you respond to failure determines what happens next for you.”

Click here to listen to the interview.

The post Amazing Business Radio Interview: Peter Voogd appeared first on Shep Hyken.

5 Top Customer Service Articles For the Week of August 10, 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.

This is Your Brain on Product, This is Your Brain on Service by Susanna James

(WINTHECUSTOMER!) Product and service focus can be like two sides of a brain, approaching customers in completely different ways and often struggling to achieve maximum customer experience potential.

My Comment: It takes both – a quality product and quality service experience – to create the customer-focused company. If the product doesn’t do what it’s supposed to do, then it doesn’t matter how nice the service is. And, if the product is awesome, but the service is terrible, customers will eventually move to a different source and find a similar or same product (sometimes one that isn’t quite as good)because they feel appreciated and have a better service experience. The combination of the two is powerful.

Guest Story: Personal Customer Experience by The Ritz-Carlton Leadership Center

(The Ritz-Carlton Leadership Center) In the following guest story, the employee was addressing a customer complaint and was able to not only solve a problem, but turn the situation into a memorable and personal customer experience.

My Comment: Sometimes it’s fun and refreshing to read about a company that delivers an outstanding customer experience. The Ritz-Carlton is known for great service, so it shouldn’t surprise you to read a story like this one. This is the kind of story that customer service legends are made from.

4 Things to Avoid When Building Relationships with Customers by Heather R. Younger

(LinkedIn) Building relationships with customers once they have put their faith and trust in you is a complicated process. In the end, customers have many choices when choosing to purchase products and services.

My Comment: Great list of common senses ideas, strategies and tactics to help create a better customer experience. I like the focus on the employees. What’s happening inside a company is felt on the outside by the customer.

Twitter’s Quest to Be the Way We Yell at Customer Service by Jessi Hempel

(Wired) Customer service on social media has long been Twitter’s game to lose. As early as 2008, we users figured out that if we tweeted about our gigantic cable bill or bad restaurant service, businesses would get in touch, often much more quickly and attentively than if we called them. Almost 80 percentt of the questions people ask businesses on social are happening on Twitter, according to the most recent quarterly report by the analytics company SocialBakers.

My Comment: Twitter has become an alternate channel that customers use when they have a complaint or comment about a company. Will it become the main channel customers use (versus the phone)? At this time, the answer is no. Maybe in the future. But the point is that customers are using social media for customer service and expecting a response to their post. For the companies that aren’t engaged in social media customer service, it’s time to get on board!

5 Ways to Reduce Customer Care Costs without Compromising on Quality by Rohan Ayyar

(Zopim) Here are a few ideas that will help you reduce your customer care costs without any negative impact on quality.

My Comment: When I started reading this article I was hoping to find ways to reduce costs without the customer noticing – and I did with the fourth and fifth ideas. But the first three emphasized something very important. The way to reduce costs is to just do things right in the first place. Hire and train the right people to begin with. Identify customer’s problems and them proactively eliminate them. That is part of what delivering a great customer service is all about. If you want to cut costs, do it right from the beginning!

Shep Hyken is a customer service 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

The post 5 Top Customer Service Articles For the Week of August 10, 2015 appeared first on Shep Hyken.

Amazing Business Radio Interview: Scott Halford

August 5: Scott Halford on How to Activate Your Brain

Shep Hyken interviews Scott Halford, hall of fame speaker, and author of the recently released book, “Activate Your Brain: How Understanding Your Brain Can Improve Your Work and Life.” For years, Scott has studied a variety of subjects relating to psychology, including brain-based behavioral science. It’s given him unique insight into how people can maximize the power and performance of their brains, thus helping them achieve success and fulfillment. From exercising to unplugging, Scott provides tips on how to best engage your brain.

“I’m really focused on helping people to not get burned out along the way, and still find not only success, but success and fulfillment. Success without fulfillment is kind of like empty calories.”

Click here to listen to the interview,

The post Amazing Business Radio Interview: Scott Halford appeared first on Shep Hyken.

Guest Blog: 5 Proven Retention Strategies for Your Millennial Customers

This week on our Friends on Friday guest blog post, my colleague Boaz Amidor writes about the large impact Millennials are having on the marketplace. He shares five strategies to help keep your Gen Y-ers as customers. – Shep Hyken

Market disruptions can come from anywhere. Today, these disruptions are coming from Millennials — and they’re everywhere. According to Gartner, by 2025, up to 75% of your workforce will be what sociologists call Generation Y-ers, or more popularly called Millennials.

Millennials can be enthusiastic but also tough customers; they have high expectations and won’t hesitate before changing service providers if they aren’t satisfied. They tend to make business decisions devoid of old loyalties to service providers. Millennials in the Western world are looking for the latest and the greatest – all the time. Those who grew up in a world of abundance were, from a very young age, bombarded with many options and offers. As a result, Millennials grew up to be adults that think differently, consume differently and have very different customer service expectations.

This attitude is especially prevalent where software and services are increasingly shifting to the cloud and into a subscription-based business model. And because life-time customer value is so important, you can’t afford a decrease in customer retention. You must strategize how to keep this new breed of customer around in order to keep your business properly aligned.

Here is a list of five proven strategies to ensure customer retention amongst Millennials:

Provide a Service that is Personal and Contextual

Living in an era of customization and personalization, Millennials want and expect software to be personalized and tailored to their needs. Personalizing the SaaS experience with context-related content and customizable options creates software that goes beyond simply providing functionality, but ensures that the consumer will become attached to your product. Know how to craft messaging to different customer segments based on previous buying habits, age, geographic location, etc. Make an effort to witness first-hand how your product is being used, and see what additional features and benefits the customer can derive from the product.

Millennials Love New Technologies – Use That to Capture Their Attention

Millennials have a digital mindset – they are highly dependent on technology, especially smartphones. In fact, according to Nielson, “more than 74 percent of Millennials feel that new technology makes their lives easier, and 54 percent feel new technology helps them be closer to their friends and family.” Leverage this emotional attachment to technology into your customer engagement strategy and continuously introduce new tools and features to your Millennial customer base. They find it enjoyable and are more likely to come asking for more.

Perfect Self-Service Tools – Millennials Love Using Tech to Do Things on Their Own

Millennials are known to be independent and relatively impatient. They are used to self-servicing, which means they like to find answers to questions and solve problems on their own. It allows them to get answers in real time, rather than waiting for an explanation from a Customer Service representative. According to a study in 2013 titled “The Real Self-Service Economy,” 40 percent of customers in a global survey say that they prefer self-service to human contact for their future contact with companies.” Online support is available from a variety of sources and the use of these can help eliminate confusion and frustration when operating software. For example Online Guidance is a great technology for providing automated 24/7 support for customers.

Keep Your Finger on the Customer’s Pulse

Because Millennials are much more likely to jump ship than customers from previous generations, make sure you’ve always got your finger on the customer’s pulse. It is imperative to ensure that customers are satisfied well after the initial sale takes place. There are many ways to gauge customer satisfaction that are related to the actual use of a product, such as product usage patterns, volume of support tickets and type of support tickets. There are also other ways to quantify satisfaction, such as frequency of timely vs. late bill payments, engagement with the online community and number of referrals.

Do Damage Control…Immediately

Because expectation levels are so high, Millennials are more likely to be disappointed in a product they’ve used. They are also more likely to express this disappointment and share the specifics of their negative experiences with others in public forums on social media. In fact, according to Nielson, Millennials spend approximately 20 hours each month on social media, and I am sure these numbers are only growing.

This can be dangerous because word-of-mouth feedback is the most powerful determining factor in dictating people’s purchasing decisions. As such, when Millennials share negative feedback about a product on social media to all of their friends, the ripple effects can be disastrous. Get ahead of the curve and make sure to respond to customer complaints and grievances in real time.

Millennials’ technological connectivity has formed the way they think and behave, both in their personal lives and in the workplace. And it needs to change how you behave as well. Make sure that you’re customer service strategy is tailored to Millennial behaviors and leverages them to your advantage.

Boaz Amidor, Head of Corporate and Marketing Communications at WalkMe™ – The Enterprise Class Guidance and Engagement Platform, that instantly simplifies the online user experience.

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

Two Ways ‘Giving Back’ Will Benefit Your Business

The post Guest Blog: 5 Proven Retention Strategies for Your Millennial Customers appeared first on Shep Hyken.