Shep Hyken's Blog, page 207
August 5, 2015
Six Types of Loyal Customers
Who Do You Want As Your Customer?
Recently I was working with a client and we were discussing different types of customers – specifically loyal customers – that any business might encounter. I thought it would be interesting to share the list that we came up with. I’ve identified six main types of customers that just about all types of businesses could have – or have already. I included businesses that have loyalty programs because so many of my clients do.
Customers Who Are Satisfied: A satisfied customer is not a loyal customer. They may appear to be loyal, but they aren’t. I refer to these types of customers as “dangerous customers.” You think they are happy because they are satisfied. While they don’t dislike you, they don’t love you either. These customers may like (not love) your products and services, even without incentives stay with you. They don’t complain. And, they don’t leave – until your competitor offers a better experience or something that appears to be of greater value.
Customers Who Are Loyal to Your Loyalty Program: Not unlike the satisfied customer, these customers are not really loyal either. These customers are loyal to your loyalty program, but not to your products or services. They appear to be loyal because they come back again and again, but not because they like you. They come back because they love accumulating points or having their card punched. The airlines come to mind. Some customers may stay with an airline just because of the points they’ve accumulated that can be put toward free tickets. Sometimes the perks are even more important than the price.
Customers Who Enjoy Convenience: There are customers who shop with you simply because you are convenient. It may be because of your location, or that they don’t know about the competition. They may or may not be price sensitive. These customers are ripe to be converted to loyal customers, if you can give them a reason to do so.
Customers Who Appear to Be Loyal, but Don’t Really Like You: Not all customers like you, but they still continue to do business with you. Maybe it’s easier to stay with you, rather than switch. For example, a customer may not like the bank they go to. But they choose to stay there because it would be a hassle to go to another bank and fill out paperwork, transfer the money and more. Given the chance for an easy exit, they may take it.
Customers Who Are Loyal to Your Low Prices: If you choose to compete in the low price arena, you will find shoppers who are more loyal to the price than your company. As soon as they find a lower price elsewhere, they leave you. If you advertise that you are the lowest price, you better be the lowest price.
Customers Who Are Really Loyal: This is the customer who loves your products and services. They would never dream of doing business with anyone else. Price isn’t an issue. And, you don’t need a loyalty program to keep this customer loyal. Most likely, they enjoy the relationship they have with your company and/or the people who work in your company. This is the ultimate loyal customer. This is who you want to be doing business with.
This is the list I came up with. Are there any other types of loyal customers that you can think of?
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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August 3, 2015
5 Top Customer Service Articles For the Week of August 3, 2015
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.
The delight of a dinosaur: inspiration for improving the customer experience by Jennifer Overstreet
(National Retail Federation) As consumers begin to expect – rather than be motivated by – convenience, price and product assortment, retailers who deliver a unique customer experience are setting themselves apart in an increasingly competitive online retail landscape.
My Comment: As I read this article I couldn’t help but think that all of this, and one idea/concept in particular, can apply to any and every business – not just retail. What is the little “something extra” that we can give our customers that they aren’t expecting?
Top 4 Benefits of Crowd Customer Service by Mila
(Mila) Crowd customer service is one of the fastest growing sectors in customer service. And it makes sense. Many companies use automation on their phone lines and websites to filter and reduce the number of customers that call center agents have to manage. However, crowdsourced service offers customer happiness by helping your customers solve their problems at home.
My Comment: Crowdsourcing is a hot topic over the last two or three years. It’s primarily been used to gathering general opinions and feedback as well as for funding projects. Now it moves into the world of customer service. This article is a nice introduction to some of the benefits of “crowd customer service.”
How Millennials Can Help Your Customers in the Long Run by Mitch Causey
(WINTHECUSTOMER!) By leveraging millennial common characteristics of honesty, confidence, and passion, your organization can make the leap in customer experience and take it to the next level.
My Comment: Every generation has presented it’s challenges and benefits to employers. Millennials seem to be getting more attention than most of these. Sure there are differences. And, as employers we need to be sure to meet the needs of an employee to make the fulfilled and engaged. Everyone has to adapt, whether it be for a millennial or baby-boomer. Regardless of the generation that’s working for you – or buying from you – adapt and you will prosper.
Frustrated by customer service? Learn the secrets of super-users by Consumer Reports
(Consumer Reports) We asked career customer-service experts—including Consumer Reports “acquisition” pros, who pose as regular consumers to sign up for services and buy the thousands of products we test—what works for them on the job or at home.
My Comment: Every once in a while I like to include an article from the customers’ perspective. Here is a great list of ways to get the customer service you want and need – faster and better. As you read through this list, consider your own customer support, and if your customers need to use an alternative method (from this list) to get what they need.
11 Customer Defusing Phrases for Dealing with Angry Customers by Emily Hunter
(Provide Support) Though, as the title of this article suggests, there are some magic words and tactful expressions, it’s also important to acknowledge that equally important are a call center agent’s overall attitude, respectfulness, and sincerity.
My Comment: Sometimes the support rep uses the wrong words when dealing with an upset, angry or even just a confused customer. When that happens, things can go from bad to worse. This article, however, has a great list of techniques to help defuse the angry customer’s temper and turn his or her Moment of Misery™ into a Moment of Magic®.
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
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July 31, 2015
Guest Blog: 3 Communication Tips for Better Customer Service
This week on our Friends on Friday guest blog post, my colleague Linda Trignano writes about the importance of good communication within an organization as well as with your customers. – Shep Hyken
Let me share a recent experience one of my colleagues relayed to me that really drove home the point of how good internal and external communications are essential to good customer service. Here’s the story he told me:
“At the urging of my dashboard light telling me to take my car in for an oil change and tire pressure check, I headed down the road. Call me optimistic, but I believed the service representative when she told me the car check-up would only take the usual 30 or 40 minutes. I had been to the service center many times and their “express service” never disappointed me before. No appointment necessary she said, ‘Just come in and we’ll have you out in no time.’
So in I went. Upon my arrival, the necessary service forms were completed and I handed over my keys and settled down to catch the latest news on the television in the waiting area. After 45 minutes, I checked on my car’s progress. ‘They are working on it’ was the response. Another 45 minutes later and I made another check. ‘They are doing a computer update’ was the response this time.
After yet another 45 minutes of waiting (by now, 2 hours and 15 minutes of waiting time for the 30 minute express service), I was quite annoyed. Another check with the service desk and I was advised that a second computer update was needed and that the car should be done as soon as they complete the download. Another 45 minute wait and my car was finally done. Three hours of total waiting time that in the past would take no more than an hour.”
In the case above, the service rep at the desk was most likely not getting the entire picture from the mechanics working on the car. This is an internal critical communication link that should be correct and open. Many of us, as in the case of the service desk rep who is the “face to the customer,” have been in this type of dilemma in which we are unable to give our best customer service. Here are three suggestions to help improve on a difficult situation.
Accurately communicate the picture to your internal staff and to the customer with some options, and ask what works for them.
If the customer decides to wait, give updates so he or she is kept informed of progress.
Communicate honestly. Don’t say something that you think the customer wants to hear like “they are working on it” when they are not.
Regardless of the business you are in or the position you hold, communicating effectively within your team is essential to good communication with the customer and will go a long way toward improving your customer service.
Linda Trignano provides coaching and consulting to managers and teams to improve communications and increase productivity. Through her firm, Trignano Consulting, LLC, she helps create communication programs that transform the way people and business groups communicate, connect and collaborate with their customers. She may be reached at ltrignano@trignanoconsulting.com.
For more articles from Shep Hyken and his guest contributors go to customerserviceblog.com. Read Shep’s latest Forbes Article:
Are You Stereotyping Millennials? It Could Be A Costly Mistake
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July 29, 2015
Unintended Consequences: The Fallout from Bad Customer Service
Someone in your organization irritated your customer. The customer left angry or upset. Maybe the customer was less than friendly and was difficult. Maybe the customer was too demanding or had unrealistic expectations. Whatever the reason, it doesn’t matter. The customer left unhappy.
Someone might say, “Well, it was just one customer.” Well that way of thinking is so last century!
First, do you really want to lose a customer? And, if you did, is just one customer an acceptable loss? But it hardly ever turns out that way. It used to be, depending on what statistics you looked at, that the average customer who was unhappy might tell eight to twelve people about the negative experience. That’s bad news, but there is even worse news. 13% of unhappy customers would tell 20 or more. Now, maybe you can afford to lose one customer, although I’ll argue that you really shouldn’t think that way. But, are you willing to part with the eight or more customers that may stop doing business or choose not to try you because of one customer’s amplified message of dissatisfaction? I don’t think so.
However, as I mentioned, this is so last century. It was in the year 2000 that Trip Advisor began serving up travel related content and reviews on the Internet. Not that many years later, in 2004, Yelp was born. These were early forms of social media. In the past three to five years the concept of socializing reviews of companies, their products and their services, has become common. Which leads us to the concept of unintended consequences.
The stats on complaining customers just mentioned are no longer valid. With Twitter, Facebook and other social media sites, the customer’s voice is louder than ever. Customers turn to the social channels to broadcast their likes and, unfortunately, their dislikes to their connections. Ultimately, that could be millions of people. The unintended consequence of not managing your customer’s experience can turn into much more than one or even a few lost customers.
So, consider this a reminder or a wake-up call to manage each and every customer as if they will publically review you. One simple technique is to ask yourself one of my favorite questions, which ties into building repeat business:
Is the interaction that I’m having with the customer right now good enough get the customer to come back and do business with us the next time they need what we do or sell?
If the answer is YES, then you don’t have to worry about any negative unintended consequences.
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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July 28, 2015
Welcome to Amazing Business Radio
Earlier this year, I was presented with an amazing opportunity to create, produce, and host a digital radio show for CBS. The result? Amazing Business Radio, an interview-style show, airing every week on CBS Radio, Play.It, iTunes, and other platforms and channels.
In creating this show, my goal was to provide listeners with content that would enrich both their professional and personal lives. Each week, I interview the brightest business minds – business leaders, bestselling authors, corporate CEOs, viral video stars, and many other inspiring personalities – in an effort to deliver answers, tips and insight to help listeners take their success to the next level.
Here are links to each of the Amazing Business Radio episodes that have previously aired:
July 28: Bill Cates on Referral Selling and the Loyalty Myth
Shep talks with one of the world’s authorities on referral selling, Bill Cates, who says that the highest level of customer loyalty is when a customer is willing to recommend you to others.
July 21: Jared Kleinert Talks About 2 Billion Under 20
Shep interviews 19-year old Jared Kleinert, social entrepreneur and one of the foremost experts on Millennials, on how to market to, and hire young people.
July 14: Dina Dwyer-Owens Talks About Values, Inc.
Shep chats with Dina Dwyer-Owens, Co-Chair of The Dwyer Group, on how her billion-dollar franchise has been built on a proven Code of Values.
July 7: Bryan Kramer on the Human to Human Connection and Shareology
Shep talks to sharing expert, Bryan Kramer, on the power of sharing content and how there is no B2B or B2B, only H2H – human to human.
July 1: Dr. David Moffet on the Ultimate Customer Experience
Shep talks to Dr. David Moffet, one of the most successful dentists in the world, on the secret to his success: the Ultimate Patient Experience.
June 23: Dr. Alan Zimmerman on How to Be Happy and Successful
Shep interviews Dr. Alan Zimmerman, author of “The Payoff Principle,” on figuring out one’s purpose, passion, and the process to being happy.
June 16: Jeanne Bliss, the Original Chief Customer Officer, on the Customer Experience
Shep speaks with Jeanne Bliss, the original Chief Customer Officer, about strategies and ideas that customer-focused organizations use to keep and grow their customer base.
June 9: Josh Turner on How to Use LinkedIn to Get More Business
Shep interviews Josh Turner, the founder of LinkedSelling, on various LinkedIn strategies to help businesses get leads and sell more.
June 2: Stacy Tetschner Talks About Professional Speaking
Shep talks with CEO of the National Speakers Association, Stacy Tetschner, who explains that everyone is a speakers because everyone has a story to tell.
May 26: Steve Spangler on Viral Videos and Sick Science
Shep interviews teacher-turned-entrepreneur, Steve Spangler, on how his Sick Science videos went viral, and how your company can do this too.
May 19: Connie Podesta on Ten Things to Quit Before You Die
Shep talks to Connie Podesta, an award-winning speaker and bestselling author, and she discusses how to lead a happier life by quitting 10 things before you die.
May 12: Sam Silverstein on the Non-Negotiable Topic of Accountability
Shep speaks with Sam Silverstein, business expert and author, on the concept of accountability, and how important it is to any organization’s culture.
May 5: Mark Eaton on Building a Winning Team
Shep chats with former NBA All-Star and Defensive Player of the Year, Mark Eaton, who discusses his “Four Commitments of a Winning Team.”
April 28: Mel Kleiman on the Biggest Mistakes Employers and Applicants Make in a Job Interview
Shep interviews Mel Kleiman, who shares what you need to know and the questions you should ask to get the best talent to work for you.
April 21: Ricky Kalmon on How Our Words Influence Others – and Ourselves!
Shep talks to Ricky Kalmon, motivational speaker and celebrity hypnotist, who discusses ways to use hypnosis to help in people’s daily lives.
April 15: Gregg Lederman on Leadership and Engaged Employees
Shep speaks with Gregg Lederman, who shares ideas on living your brand, how to create motivated and committed employees, what makes a trusted leader, and much more.
April 8: Maxine Clark on Leadership, Mentors and the Story Behind Build-A-Bear Workshops
Shep interviews Maxine Clark, founder and former Chief Executive Bear at Build-A-Bear Workshops, on the experiences that helped her build a successful retail chain with more than 400 stores worldwide.
April 1: John Ruhlin on Strategic Gifting and Appreciative Leadership
Shep meets with John Ruhlin, the #1 Cutco Knife salesman in the world, who says that appreciation is about the recipient, not the giver.
March 25: Tony Alessandra on Behavioral and Personality Styles
Shep chats with Dr. Tony Alessandra, who shares his expertise in personality and behavioral styles, and describes the four styles in the DISC model – Dominance, Influence, Steadiness, and Conscientiousness.
March 18: Lisa Greene-Lewis of TurboTax on Tax Tips that Will Save You Money
Shep speaks with Lisa Greene-Lewis of TurboTax and she provides great tax advice and discusses common mistakes people make when filing taxes.
March 11: Don Hutson on Selling Value and Negotiation
Shep interviews Don Hutson, New York Times bestselling author, who shares incredible sales tips from his latest book, “Selling Value.”
March 5: Ben Newman on Mental Toughness and Personal Success
Shep talks with Ben Newman, who shares his Six Mental Training Tools that have been put to the test by athletes in the NFL, PGA, NCAA, Fortune 500 business leaders, and many others.
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July 27, 2015
5 Top Customer Service Articles For the Week of July 27, 2015
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.
Tweet Them Right: 3 Steps to Increasing Customer Loyalty Via Twitter by Christopher Hann
(Entrepreneur) How can I use Twitter to boost customer loyalty?
My Comment: This really (really, really) short article focuses on one of the most important concepts of social media customer service, and that is to engage. It’s not just for responding to complaints or pushing out a marketing message. It’s about engaging and having conversations. Take two minutes (or less) and read this.
Does Your Customer Service Disappoint? Steve Curtin Shares Secrets to Delight by Erica Strother
(B2Community) Last week I had the chance to talk with Steve about where most contact centers are missing the mark, and where they can recover. Check out the conversation and learn how to position your contact center on the path to customer delight.
My Comment: Business author Steve Curtin pulls back the curtain (How many times has he heard that one!) and reveals his customer service philosophies. He’s got some excellent ideas. Great info and definitely worth the read.
What is CQ and why is it essential for successful customer support by Olga Kolodynska
(LiveChat) What’s most important in today’s customer service environment is not just how well a frontline rep can handle one particular challenging interaction, but how well he can handle the next one. And the one after that. And don’t forget to smile while doing it.
My Comment: CQ is an underrated, and in some cases, unknown concept. CQ stands for Control Quotient, and for customer service is about taking control of a customer situation. Properly trained and empowered employees can take control of a negative situation, resolve it the best they can, and move with a positive attitude to take care of what’s next; another customer, fellow employee, project, etc. This excellent article has some great info on CQ.
15 Ways to Improve Customer Service at Your Business (Infographic) by Mary Shulzhenko
(Provide Support) This Infographic shows you 15 simple yet powerful ways to dramatically improve customer service at your business, no matter how big or small it is, and no matter what industry you are in.
My Comment: I love lists, and this one is more than a Top Ten. It’s a Top Fifteen! Fifteen tips to help you improve customer service. Lots of common sense, but we need to hear it again and again!
25 Statistics on the Power of Positive Customer Service by Gigi Peccolo
(OneReach) Check out these customer service statistics to see the power of a positive customer service experience (and what happens when companies aren’t providing it).
My Comment: If you need proof about just how important customer service is to your company, just read these stats and facts compiled by One Reach. The proof is in the numbers. Great compilation of important info!
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
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July 24, 2015
Guest Blog: 5 Best Practices for Customer Recovery
This week on our Friends on Friday guest blog post, my colleague Emily Hunter writes about customer recovery and regaining your customer’s trust. Customer service is an area where trust is earned with consistency and, eventually, predictability. – Shep Hyken
Customer recovery is the term we use when a business is trying to regain a customer that has stopped using their services. There are a variety of reasons a customer might want to stop patronizing your business, and many of them aren’t pleasant to think about. They may have received poor customer service, they may have been unsatisfied with the product, or maybe they just don’t feel they need your services anymore. Whatever the reason, this can be a tricky process to go through, and your options for customer recovery aren’t always apparent right away. So we’ve compiled some of the best ways for you to regain your customer’s trust, and get them back on your side.
1. Empathize
If there was a failure on your part that caused your customer to stop doing business with you, you need to acknowledge that and put yourself in the place of the customer. It may have been a minor inconvenience for them, or it might have been a real hassle. Either way, it’s your job to let them know that you understand the shortcoming and that you are genuinely sorry for what happened. This is important because most people can spot an insincere apology from a mile away. The first step to making things right is the customer’s belief that you really are sorry for what happened—and not just the loss of the income they provided you with.
Get it Right
So you’ve apologized profusely, and the customer seemed willing to hear what you had to say. Now what? Well, if you’ve been given another chance, now’s the time to get it right. Obviously, you are striving to provide quality service to your customers every time, but this particular customer should be given a special place in your heart. By using call recording software over the phone or ‘tag teaming’ in person, you can make sure that all your employees are on the same page, and that they are focused on getting everything right for your customer the second time around. This is extremely important because while most people believe in second chances, very few will give a third.
Life isn’t Fair
You probably heard this one while you were growing up, but as corny as it sounds, it really does apply to almost everything. When you begin thinking about your options for customer recovery, you need to realize that you can’t begin by telling the customer what you think is “fair” given the gravity of the mistake. Sure, there may be a fair monetary price attached to your mistake, but that isn’t what this is about. Any concept of fairness went out the window a long time ago. Trying to placate a customer by offering them a “fair” compensation is likely to backfire. Your business messed up, so it’s your responsibility to go above and beyond if you want to keep this customer.
Compensation
How you compensate your customer for their lost time or money is the key to winning them back in the long run. Yes, you’ve come through the second time around, but getting it right on the second try might not be enough to keep your customer. The question is, what extras are you going to offer them to keep them from jumping ship? This may depend on the level of the mistake your company made, as well as how loyal the customer is to your business. Sometimes it’s worth giving them a few extra bells and whistles in the short term for an investment in the long run. An easy way to find out what will make your customer happy is simply to ask. Let them know you want to give them something to make things right, and they will generally tell you know what they think is appropriate.
Have a Plan in Place
In a perfect world, there wouldn’t be a need for customer recovery. Your product would never break down, and your customer service would always be impeccable. Sadly, this isn’t the world we live in, and sometimes mistakes are going to be made. So why not put into place a plan for dealing with those times when things don’t go as planned, and you need to make it up to a customer or risk losing them forever? Realistically, this doesn’t have to be mapped out to every last detail. Simply think about how you would want to be treated if the roles were reversed and you were that disgruntled customer. Then make sure you have a plan ready to be implemented when something does happen.
Customer recovery isn’t an easy or pleasant process to go through. But it is important, and your business needs to be ready to deal with it when the time comes.
Emily Hunter crafts content on behalf of the call center solutions people at Kova Corp. In her spare time, she cheers for Spirit of Atlanta, Carolina Crown and Phantom Regiment, creates her own sodas, and crushes tower defense games. Follow her on Twitter at @Emily2Zen
For more articles from Shep Hyken and his guest contributors go to customerserviceblog.com. Read Shep’s latest Forbes Article:
How To Create A Membership Model And Boost Your Business
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July 22, 2015
The Definition of Customer Service
Just the other day I was asked for the definition of customer service. In the context of our conversation I stated that it was the way the customer is treated by anyone in the company before, during and after the sale. Then, just for fun, I did a Google search on “The definition of customer service.” There were quite a few answers, as you could imagine. So, for even more fun, I tweeted the following: Writing an article and thought to “Tweet Source” some research: What’s your definition of customer service? #Custserv
And here are a few of the answers worth consideration:
Al Hopper (@AlHopper_) defined customer service as “the assistance and advice provided by a company to those people who buy or use its products or services.” Support and assistance, managed well, is great value differentiator between you and your competitors.
Retail Wire (@RetailWire) said it’s “not having to ask someone for help.” I like that. Short and sweet. Deliver the service before the customer asks for it.
Dr. Meghan Norris (@DrMeghanNorris) suggested that “having the flexibility and power to adapt to, and meet, consumer wants and needs in the specific context.” For me, the key words are flexibility and power, suggesting that employees are empowered to ensure the customer is happy.
Corporate Dynamics (@CorpDyn) chimed in by suggesting that customer service is “a selfless desire to fulfill the needs of your consumer and community.” The phrase “selfless desire” is interesting. Customer service is all about the customer.
Lisa Catalano (@LMCatalano) said that customer service is about “recognizing and addressing needs, whether solving a problem or advising why it can’t be solved, with respect and sincerity, quickly.” Lisa is emphasizing that we must react quickly to customer’s needs and problems.
Jack Dillon (@LeftyJack) chimed in with “being served to meet my expectations. Building a team that comes in loving to service, knowing to work together for the customer and the business.” If a company can always meet my expectations, they will most likely exceed my expectations. It’s hard to be consistent, but the companies who are, tend to be the ones that customers want to come back to over and over again. They like the predictable experience.
Okay, here is a twist. Not to diminish the awesomeness of these definitions, but the reality of all of these definitions, mine included, don’t really count. I’ve written about this before, and it is worth sharing this comment again. Regardless of how good these definitions are (and they are good), in the end it’s the customer’s definition that counts. The customer defines what service means to him or her. The customer’s definition, in most cases, becomes the expectation, and it is up to the company – and the people in the company – to not just meet but exceed that expectation.
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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July 20, 2015
5 Top Customer Service Articles For the Week of July 20, 2015
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 to Grow Your Online Shop: 26 Ecommerce Marketing Experts Share Their Tips by Ecommerce Platforms
(Ecommerce Platforms) No matter what niche you are in, setting up a successful ecommerce store requires both planning and a lot of smart work. If you take into account that customers now have around a gazillion of online stores to turn to for their shopping spree, you can understand why you have to develop both a short term and a long term strategy. From figuring out exactly what you have to sell to choosing the right platform for you, you have to take into account almost everything.
My Comment: Love this compilation of experts talking about e-commerce strategies. Most companies today have a web presence. Even if your company doesn’t sell online, there are lots of good sales and marketing strategies that a company can use for traditional or “off line” sales.
10 Best Customer Service Articles for 2015 by Jason
(Fonolo) Here at Fonolo, customer service is a passion. We’re always reading, writing and discussing ways to help companies improve their service delivery and make life easier for consumers.
My Comment: Here is an article that will make you read more articles. Similar to this publication of my Top Five Articles for the Week, this article has ten excellent other articles to discover and read about. I think you’ll enjoy many of them.
5 Points To Align With What Retail Customers Really Want. by Mark Doornbosch
(MarketSource) Supporting your retail partner with these 5 points will help you optimize your coverage and increase your speed to market and Sell More, Faster.
My Comment: While this article focuses on retail, it could really be about any company and any industry. Who doesn’t like knowledgeable, available and friendly staff to work with? Common sense ideas here, that unfortunately aren’t always as common as they should be.
5 Successful Loyalty Program Pegs for Small Businesses by Infinit Contact
(Infinit Contact) Every small business aspires to grow, maintain loyal customers and gain new ones. One way to do this is through a successful loyalty program.
My Comment: I’m always concerned that when it comes to loyalty programs customers are more loyal to the program than they are to the company. I like that the author took five of the most successful loyalty programs (and by the way, they aren’t from small companies) and showcased their best features. Even though these loyalty programs are focused on retail, there is something we can take away for just about any type of business.
One Word for Great Customer Service by Russel Lolacher
(The Upsell) I threw the questin out on the show to listeners and guests, and online through Twitter and Fcebook and I heard back from authors, customer experience srategsts, product managers, communicators, writers, public servants, sales people, podcasters and radio hosts. What surprised me most was the ariety in responses…though one certainly stood out.
My Comment: This is a very cool article. Several customer service experts (including myself) were asked to define customer service in one word. I think this would make a great exercise to do at your next employee meeting. You will be surprised, and mostly delighted, with some of the words that they come up with. And, they will make for some great discussion. Enjoy this article.
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
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July 17, 2015
Guest Blog: How the Transaction Went From Sale to Sabotage in 7 Words
This week on our Friends on Friday guest blog post, my colleague Ricky Nowak writes about the importance of reading your customers and carefully choosing the words you use to communicate with them. – Shep Hyken
Take a walk through any department store these days, and chances are one of two things will happen. Either there’s no service or you’ll have a number of people scurrying around promising to grant your every wish.
So when a bright young cosmetic consultant approached me in one of Australia’s most popular department stores recently and gave me her undivided attention, I thought it was my lucky day. But it didn’t take me long to realise that she was merely going through the polite motions and trying to upsell me, while I was on a tight deadline and price line.
I figured I had about one minute to select a new product from the skin care range, go to the counter, pay, and exit the store before a parking inspector would be ready to slam a yellow parking ticket on my car outside the store. Now I had another reason to make haste!
Glancing quickly at her name badge, I politely said “Tina, so pleased you’re here to help as I’m in such a hurry… but all I’m looking for is a day moisturiser that is light weight and easy to travel with, non-allergenic and well-priced. That’s it – nothing more.”
And thinking she would say “Sure, have I got a product for you” – the next seven words took my breath away!
“Certainly, madam. And of course, anti-aging!”
Now, as my eyes flashed dark thunder, my brain was screaming, “Do I look like someone who needs “anti-aging cream?” (That’s rhetorical by the way….)
Did I fail to make myself clear in outlining exactly what I wanted? Doh! I don’t think so.
Didn’t she know she was talking to a menopausal woman in a middle of a hot flush? Dangerous if you’re asking me.
While this could have led to an ugly scene, it actually led me away from her counter without my magic potion or a sale on her end, and most likely a parking fine.
Tina sabotaged a potential sale by not sticking to what the customer wanted. And by trying to upsell me on a product that I had not I asked for, Tina didn’t make a sale at all. If she had said, “Yes – we have a product that matches your description and makes the skin glow, let me give you some to try,” what do you think I would have said?
“Sure, give me two!”
Words are important. Reading your customer is important. Everything is important when it comes to your customer.
I went on to tell this story a couple of days later to a client of mine who runs a successful architecture agency. We talked about how he uses words to convey an idea or concept to his clients and how important it is for him to understand their sensitivities and perceptions, too. He gave me an example of how he proposed putting in a lift/elevator in the new home of a client, especially since they were a little more senior.
You see, he knows that many people feel they will never need a wheelchair, disability access, or have to worry about carrying heavy items like suitcases up or down stairs. That is, right now. But things change.
He puts it another way – “By putting a lift in the home at this stage of your build, your overall costs will be lower, and one day if you decide to sell this home the likely return will be double what you paid for it.” BINGO! The decision was made.
Nothing about the aging process in that spiel, but instead a focus on the positive outcomes.
Words are important. Reading your customer is important. Everything is important when it comes to your customer.
Not hard, just good customer service.
Ricky Nowak CSP is an Australian Speaker, Author and Leadership Facilitator who helps leaders connect and communicate to their people so their staff are hugely productive, happy and resourceful.
For more articles from Shep Hyken and his guest contributors go to customerserviceblog.com. Read Shep’s latest Forbes Article:
What Does The Chief Customer Officer Really Do?
The post Guest Blog: How the Transaction Went From Sale to Sabotage in 7 Words appeared first on Shep Hyken.
