Shep Hyken\'s Customer Service Blog

Posts tagged "create customer loyalty"

Customer Feedback 101

Seeing Your Business Through the Eyes of the Customer

Shep Hyken interviews Jeff Robbins. They discuss the importance of customer feedback, the most effective surveys, and how to use these tools to create customer loyalty and improve your business.

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It drives me a little crazy when I receive an advertisement in the mail from my cable TV or phone company offering me an incentive to sign up with them. First, I’m already a customer and can’t understand why they can’t figure that out. Second, why is the price they are offering a new customer lower than what I’m currently paying? Continue reading

Nick Night Shares a Revolutionary Way to Add Value for Your Customers

Shep Hyken discusses marketing and sales with, CEO and Co-Founder of Revizzit, Nick Night. They discuss creating your 21st-century fan club by offering exclusive content through untraditional means. Nick shares some great ideas and tactics he uses within his company – ideas that everyone can apply to their businesses.  You’ll also learn about, a publishing platform that is revolutionizing the publishing industry and is an outstanding way to provide value to your customers. The result adds value to your customer’s experience and helps create customer loyalty. (And, who doesn’t want that!)

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They call it customer service, but sometimes it isn’t. Sometimes it is a department that calls themselves “Customer Service,” but sometimes they aren’t. Sometimes it is a system – that sometimes doesn’t work. You try calling them and are placed into an automated system that makes you believe that you will eventually talk to a customer service representative. What sometimes happens is that you get frustrated, hang up and start over, hoping again you will talk to a live person. Then, just about the time you think you are getting connected, a recording comes on telling you how long your wait will be. Sometimes it is 30 minutes, 40 minutes or even longer. Has this happened to you?

And this is what some companies call “customer service!”

Earlier this year I had the wonderful opportunity to work with Verizon Wireless and their call centers. Their goal is to answer the phone within a surprisingly short period of time, and they usually do. That strategy, along with a focus on “one call resolution” helps create loyal customers. Why? Because, they create a pleasant experience, which creates confidence, and ultimately can lead to customer loyalty.

Unfortunately, I am finding the Verizon example to be the exception, rather than the norm, when it comes to the customer support some companies are delivering. Too many companies and people think they are delivering customer service, but sometimes they aren’t. How about you? I hope so!

Shep Hyken is a customer service expert, keynote speaker and New York Times bestselling business author. For information contact (314)692-2200 or For information on The Customer Focus™ customer service training programs go to Follow on Twitter: @Hyken

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