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Kevin Berk on How to get Customers to Want to Leave Reviews

How can you improve both customer and employee satisfaction? By getting customers to provide feedback on individual employee service performance.

Shep Hyken interviews Kevin Berk, creator of a new customer rating platform called ServiceGuru, about how using services like these can improve your company revenues.

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Top Takeaways:

  • Companies spend $80 billion to $90 billion each year on marketing, but only $8 billion annually on customer service.
  • How much can bad customer service cost your business? It could cost you your business.
  • Only one out of every 26 customers who has a complaint will let you know. Instead, they will tell everybody else.
  • The best marketing you can have involves your customer walking out the door after an amazing experience, talking about you with everyone else.
  • The number one component of employee job satisfaction is recognition.
  • Customer feedback on employees can be even stronger than feedback on the company.

About:

Kevin J. Berk, the Founder & CEO of ServiceGuru, has been involved in startup organizations for over 25 years.  He is focused on the success of ServiceGuru, which can allow you to improve customer service and increase repeat visits to your business. You can collect service feedback from your customers and use the Service Guru platform to drive repeat visits and increase revenue.

“’Fine’ is the four-letter word of customer service that I don’t ever want to hear.” – Kevin Berk

This episode of Amazing Business Radio with Shep Hyken answers the following questions … and more:

  1. How much is poor customer service costing companies?
  2. Why don’t customers leave feedback?
  3. What is ServiceGuru?
  4. Why was ServiceGuru built and what impact is it making?
  5. Why is providing great customer service so important?
  6. How can I get more customer reviews?

Shep Hyken is a customer service and experience expert, best-selling author and your host of Amazing Business Radio.

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