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Latest "Customer Relationships" Posts

Adam Dorrell on How to Monetize the Net Promoter Score

How do you use the Net Promoter Score® to retain your customers? How can you make money by understanding the numbers behind this survey? How can you sell the C-Suite on the benefits of investing in Customer Retention?

Shep Hyken interviews Adam Dorrell, the CEO and co-founder of CustomerGauge.

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One of our faithful Shepard Letter subscribers, Warren Danziger, emailed a great story worth sharing with everyone. The short version of the story is as follows:

It was time to call the HVAC company that Warren had used for years to come out for the semi-annual inspection of his air conditioner and furnace. As usual, he received excellent service. Shortly after the service call he received an email requesting he complete a survey, which he was happy to do. Upon completion of the survey he was sent a $15 coupon to print out for the next service call, which he must provide at the time of the next service. Continue reading

customer focused cultureAs an organization gets larger, there is a tendency to start to focus more on overhead and profit and less on customer acquisition, and even more important, retention. My friend and customer service colleague, Steve Digioia brought this up and asked the question, “What are the causes of this change and how do you keep this from happening?”

My first response was that yes, this does happen, and then there’s a realization that the company has to get back to focusing on the customer, playing catch up to replacing defecting customers and making up for lower sales as a result. This is the opposite of what they wanted to achieve. Continue reading

This week on our Friends on Friday guest blog post my colleagues, Thomas A. Stewart and Patricia O’Connell, write about how to manage customer emotions and ensure that employees know how to be empathetic. Customers are smarter than ever and we must know how to create a positive experience. – Shep Hyken   Continue reading

Holiday Card versus discountIt’s always nice to show customers a little appreciation. You can call the customer, send an email or text or go with the old fashioned handwritten thank you note. You can also send a greeting card, which leads to the topic of this article. And, this is especially appropriate as the holidays are rapidly sneaking up on us.

Just about two weeks ago one of our subscribers emailed me a question asking how I felt about sending a holiday card around Christmas with a gift in the form of a discount coupon for ten percent off the customer’s next purchase. Continue reading

andy-masters-abr-abr-adAndy Masters On How Customer Service
Is Just Like Dating and Relationships

Shep Hyken speaks with professional speaker and author Andy Masters about his bestselling book, “Kiss Your Customer: 77 Reasons Why Sales & Service Are Just Like Dating & Relationships.” Andy shares humorous stories and provides some great tips about loyalty, social media, showing appreciation, overcoming bad customer experiences, listening skills, and much more. Andy loves to be unique and surprising to the people he cares about – in both his personal and professional relationships. So if you need some help surprising your customers or your loved ones, don’t miss this episode! It’s packed full of hilarious stories from Andy, while also providing excellent tips for building better relationships. And he even offers an amazing tip for surprising your significant other for Valentine’s Day!
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How you promote your company, your products and services is a very important part of the customer experience. How much clutter do you create for your customer’s email inbox? How many times does the customer miss an important message when it gets mixed into the clutter? And, it’s not just email. It’s any method of communication, which includes text messages and social channels like Facebook, Twitter and others. Do you have a low readership or open rate on your communications? Perhaps it’s because the communications are more promotional than valuable. Continue reading