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Latest "Customer Relationships" Posts

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

Don't Tell Me How To Do My JobEmpathy and Respect

Have you ever had a customer tell you how to do your job? While that hasn’t happened to me, I don’t think I would like it. But, what if the customer was right and the employee was wrong? What if the “suggestions” were valid, if not even the right way to get something done? Continue reading

Ted Rubin Reveals Tips on How to Build Customer Trust and Get a Return on Relationship (RonR)

 

Shep Hyken speaks with brand evangelist, social marketing strategist, and keynote speaker, Ted Rubin about branding, customer service, customer experience and, most important, building trust (with both employees and customers). Ted is one of the most influential CMO’s followed on social media and he provides us with great tips and ideas to help strengthen your “Return on Relationships” (#RonR). Business is all about trust, relationships, and the customer experience; so don’t miss this episode of Amazing Business Radio! Continue reading

We Are Not Happy Until You Are NotBrand Promise

Every once in a while I jokingly will say the motto of a company who gives me bad customer service is:

We’re not happy until you’re not happy.

There are certain industries that this seems to be especially true. People complain and joke about some of their experiences with government agencies. Or, how about the reputation of the cable TV industry? It’s hard to shake off a reputation for bad service that has been going on for years – although they do seem to be getting better. Other industries, such as the airlines and cell phone service providers are doing their best to improve. Continue reading

Improv for the CustomerCustomer Experience

I recently was invited by Pegasystems to attend Pegaworld 2016, their annual users’ conference. The conference was everything about CRM (customer relationship management). While there were some amazing demonstrations and stories that came out during the general and educational sessions, one lesson jumped out at me. It had to do with improvisational acting.

So, what does improv have to do with CRM and business? According to Don Schuerman, Pega’s Chief Technology Officer and VP of product marketing, quite a lot. He shared an interesting lesson that he learned from studying and performing the art of improvisational acting. Continue reading

John Ruhlin On Using Gifts To Cut Through Noise, Increase Revenue, And Retain Your Customers

Shep Hyken speaks with John Ruhlin, the number one Cutco Knife salesman in the world and author of his new book “Giftology: The Art and Science of Using Gifts to Cut Through the Noise, Increase Referrals, and Strengthen Retention.” John shares gift giving strategies and ideas for you to use in both your personal and business life. John has taken the act of gift giving and turned it into an art. Don’t make a logo mistake or giving something that won’t be remembered – or even appreciated. And, why giving food or candy is a bad idea. Everyone can use these great tips from the guru of gift giving, so don’t miss this episode of Amazing Business Radio!

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