New York Times bestselling author presents
Moments of Magic

Be a Star with Your Customers and Keep Them Forever!

by Shep Hyken

Table of Contents

Back to Moments of Magic Home

 

Magic Hints!
Welcome to one of the most value-added parts of the Moments of Magic book experience.  The way I see it, the book is just a starting point.  The “extras” that you find here will make your investment in the book, both with money and time, exponentially more valuable.  Thank you again for being a fan and a customer service revolutionary.  Enjoy these Magic Hints!

Just to get it started, here is one of my favorite articles titled:

Ten Compelling Reasons to Deliver an Amazing Customer Service Experience

And, here is the video about the taxi-cab driver from Chapter 1!

Access the Magic Hints in each chapter. Just click on any of the links below.

Chapter 1: The Moment of Magic

Do You Know the Power of Your Customers?
The following article is a great example of the influence one customer can have on a company’s reputation.
Click here to read the article.

Chapter 2: Make a Positive Impression

To the Customer, You Are the Company
The following article is a great example of one person can make or break a company’s reputation.
Click here to read the article.

Chapter 3: Know Your Business

Exploiting Your Expertise
The following article discusses how one should discover what he or she does best and exploit it.
Click here to read the article.

Chapter 4: Be Informed – Know a Little About a Lot

Get to Know Your Customer Day
This short article introduces you to the four days throughout the year that are officially known as  “Get to Know Your
Customer Days.”  Build rapport and develop a stronger relationship with your customer.
Click here to read the article.

Chapter 5: Be Enthusiastic

Your Awesome Responsibility
Every individual represents the image of their company at any given time. This story illustrates “your awesome responsibility.”
Click here to read the article.

Chapter 6: Understand Your Customer

Through the Eyes of Your Customer
The following article discusses the TV show Undercover Boss and host David Dillon, Chairman and CEO of Kroger, spends time in his stores listening and observing “as a customer.”
Click here to read the article.

Chapter 7: Provide Quality at Every Turn

Customer Service Can De-Commoditize Your Business
Companies who have figured out how to get their customers to spend more for the value they provide have separated themselves from their competition.  They have “de-commoditized” themselves. In this article you will learn six questions that will help you break out of the commodity trap.
Click here to read the article

Chapter 8: Respond Quickly

If Everybody Know Then Why Don’t They Do It
It all comes down to the employee attitude. Hire right and you get good service.  This article discusses how even though customer service is often common sense, it’s not always practiced.
Click here to read the article.

Chapter 9: Solve Their Problems

How to Say “No”
This article discusses companies that look for alternatives to rules and policies that could negatively impact the customer.
Click here to read the article. 

Chapter 10: Be Reliable

Confirmation Turns Into Confidence
Through a great example, this article gives examples that illustrate how confirmations make customers appreciate and have confidence in you.
Click here to read the article.

Chapter 11: Appreciate Your Customer

Writing Appreciation Letters Can Be a Learning Experience
This article discusses a unique way to use an appreciation letter as a training tool.
Click here to read the article. 

The Valentine Obligation
This very short article makes the case for sending a thank you note when the customer least expects it.
Click here to read the article. 

Chapter 12: Handling the Complaining Customer

The Art of Recovery
This article tells a story that demonstrates how fixing a problem well will not only satisfy the customer, but also bring him/her back for more.
Click here to read the article. 

Chapter 13: Building a Team Spirit of Service

Five Ways to Create a Customer Service Culture
Good or bad customer service comes down to what is happening inside of the organization.  Here are five ways you can create a customer focused culture.
Click here to read the article. 

Wow the Employee, Wow the Customer
This article discusses the importance of taking care of the internal customer.  The better the employee is treated, the better the customer will be treated – and appreciated.
Click here to read the article.

Chapter 14: Conclusion

Five All-of-the-Time-Must-Do Customer Service Strategies
This article brings you five great customer service tips that will give any company an advantage over their competition and more value for its customers.
Click here to read the article.

How You Can Achieve Customer Loyalty
Customer loyalty is not just simply good customer service ratings. This article explains the different along with Wallet Share versus Market Share – and offers up six ways to create customer loyalty.
Click here to read the article.