Recently I’ve been writing about how some companies are engaging their customers (and their employees) by gamify customer experiences. This is known as “gamification,” which by Wikipedia’s definition is “the use of game-thinking and game mechanics in non-game contexts in order to engage users.” In other words, businesses using games to gamify the customer and work experience. For… Read more »
Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. For information contact (314) 692-2200 or http://www.hyken.com. For information on The Customer Focus™ customer service training programs go to http://www.thecustomerfocus.com. Follow on Twitter: @Hyken
Social media is a great customer service tool. While most companies view Twitter and Facebook as a great tool to monitor what customers are saying about them, I’ve written that they are missing opportunities to enhance the customer service and experience by posting value added content. That said, this short article is about how to respond to the irate customer who decides to air his or her grievance using social media channels instead of reaching out to the company directly. Or worse, maybe they tried to reach the company via traditional channels (phone, email, etc.) and didn’t get the response they were looking for.
Every year, the first week of October is National Customer Service Week. Are you doing anything special? Here are ten customer and employee focused ideas (and there are a lot more) that you can do during this very important week. 1. Call your best customers, just to say hello and thank them for their business. … Read more »
“It was the best of times, it was the worst of times…” These are the opening words from the classic Charles Dickens novel A Tale of Two Cities. Substitute the words times for the word stores and you have the beginning of a customer service nightmare. One that loses customers, causes bad word-of-mouth comments from dissatisfied customers, and can ultimately kill a business.
Even great customer service by itself will not create a loyal customer. It takes more, such as quality, reliability, and dependability. Let us count the ways to lose the hard-won loyalty of customers.
What makes Seattle a landmark for business success stories? Seattle believes in taking care of customers. We can learn quite a bit from a city government that is focused on their customers, who happen to be their citizens and guests of the city.
This type of program shouldn’t be reserved for high-level executives. What if you developed a program where key employees spent time mingling with their customers? I bet they would bring back some very insightful comments that could help all employees understand the importance of what they do.
I love lists, especially when it comes to learning. The list below was the result of a quick brainstorming session about the advantages of delivering a great customer service experience. I came up with many more, but wanted to create the “Top Ten List” for you. As you look at the list below, what other… Read more »
Jan Carlzon of SAS said, in his book, Moments of Truth, “Anytime a customer comes into contact with any aspect of a business, however remote, is an opportunity to form an impression.”
Proving loyalty is not rocket science—it’s common sense