Customers' purchasing habits, needs, and preferences evolve over time. One thing that will never change, however, is their need for support and service. A great customer experience goes beyond just meeting expectations, but also taking it a step further to succeed. At its core, great customer service results in greater customer loyalty and more repeat business.
In today’s episode of the CX Pulse Podcast, our guest, Shep Hyken talks about what amazing customer service looks like, why customers terminate a business relationship, and how companies can still create emotional connections with little or no person-to- person contact.
Shep Hyken is the CAO (Chief Amazement Officer) of Shepard Presentations. As a customer service and experience expert, keynote speaker, and bestselling author, Shep works with companies that want to build loyal relationships with their customers and employees. His focus is on delivering amazing customer service, customer engagement, managing the customer experience and creating customer loyalty. Shep is a hall of fame speaker (National Speakers Association) and a New York Times and Wall Street Journal bestselling author.
Enjoy!
In This Episode
00:54 - What the book, I'll Be Back: How to Get Customers to Come Back Again & Again, is all about.
03:21 - The difference between repeat business and loyal business.
04:44 - What amazing customer service looks like.
08:16 - Why customers terminate a business relationship.
11:40 - How companies can still create emotional connections with little or no person-to- person contact.
14:23 - How proactive communication is also a key to customer satisfaction.
Favorite Quotes
06:56 - "The word 'always' followed by something positive is what you're looking for in the experiences that you want to create that are amazing. That's when customers say, "I love doing business with them" because that word always just creates this consistency and this confidence in their minds. And that's what customers like. They like to have confidence and trust in who they're doing business with." - Shep Hyken
02:48 - "Metrics are history and you learn from history, they're really important. You've got to get them. And once you understand the 'why' behind the metrics, we can make improvements, and we can change whatever to make sure we do it better next time and forever." - Shep Hyken
05:39 - "You need to be so good that when the customer calls to complain, at the end of the conversation, they're the ones that are apologizing." - Shep Hyken
14:23 - "One of the other things we found is that a large number of our customers that we surveyed want proactive communication. So, they want to know if things are going well. They also wanna know if things aren't going well." - Shep Hyken
Engage with Shep Hyken
LinkedIn
Website
Amazon
Visit NICE
Website - www.nice.com
Facebook - https://www.facebook.com/OfficialNICELtd/
YouTube - https://www.youtube.com/c/NICESystems
Twitter - https://twitter.com/NICE_CX
Linkedin - https://www.linkedin.com/company/nice-systems/posts/?feedView=all
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