Shep Hyken interviews Brett Frazer, co-founder of Service Matters, LLC and the author of Your Hidden Profit Center: Mastering the Five A’s of Successful Customer Engagement. He talks about shifting customer service from a cost center to a value center and outlines the 5 A’s framework for adding value to every customer engagement.
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:
“Over the years, customer service has been considered a cost center. The focus was on how we could make customer service as cheap and as quick as possible. This mindset takes away from the intent of customer service and support, which is to provide a great experience to keep your customers coming back.”
“Reducing and stripping cost out of customer service may give your organization a short-term improvement in profitability. But, in the long term, you are damaging customer relationships and reducing customer loyalty.”
“You can increase the lifetime value of your customers when you transition from a transactional connection to a relationship. Your company may not be the cheapest, but your customers will keep coming back when they feel that they can rely on you.”
Brett Frazer is a thought leader and expert in customer service and contact centers. He is the co-founder of Service Matters, LLC, and the author of Your Hidden Profit Center: Mastering the Five A’s of Successful Customer Engagement.
Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.
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