Top Takeaways: Questions like, “Are you happy with our service?” and “Would you be willing to recommend us?” are great history lessons. Another important measure of customer service success is behavior – whether or not customers come back. In the ’80s, Jan Carlson came up with the idea of the Moment of Truth. This is […]
“Behavior is an important measurement in business. Monitor if your customers are coming back. If they are not, you should have a system that allows you to recognize when your best customers drop off.”
“Customer amazement is within the grasp of everybody in an organization. When you provide consistent and predictable above-average experiences, that is when you are operating in the zone of amazement.”
“You can’t fully automate a relationship. Make it easy for your customers to get to a human being for support.”
Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio.
This episode of Amazing Business Radio with Shep Hyken answers the following questions … and more:
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