Convenience store Archives - Shep Hyken

Top Takeaways:

6 Convenience Principles
- Reduce Friction – Make doing business with you as easy as possible.
- Self-service – Let your customers control the transaction/interaction.
- Technology – Create new processes, tools and ways of interacting that make life easier for customers.
- Subscription – Establish automated, scheduled delivery of products and services that people use on a regular basis.
- Delivery – Bring the product to the customer, rather than making the customer go to the product.
- Access – Be available to your customers by location and/or hours of operation.

Quotes:

“Self-service needs to have human fallback, for when self-service doesn’t work.” – Shep Hyken
“It’s expected that your product will do what it’s expected to do. Add a level of convenience and you take the entire experience to a higher level.” – Shep Hyken
“You don’t have to practice all six principals, just the one that’s going to separate you from your competition.” – Shep Hyken

About:

Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio. To learn more about the latest book visit: www.BeConvenient.com. This episode of Amazing Business Radio with Shep Hyken answers the following questions … and more:

What is the most convenient company to do business with?
How can I use convenience to create better customer experiences?
How can I be more convenient to create a better customer experience?
How can I disrupt my competition?
How can I take my customer service to the next level?

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