Shep Hyken\'s Customer Service Blog

Posts tagged "customer loyalty"

This week on our Friends on Friday guest blog post, my colleague Ricky Nowak shares an experience about how customer service can be so different at similar businesses. I have always said that consistency is key to the customer experience and leads to loyalty.  Shep Hyken Continue reading

This week on our Friends on Friday guest blog post, my colleague David Horsager talks about how important it is to deliver great customer service with sincerity.  This reminds me of the saying, “Don’t do unto others what you would not want done unto you.”– Shep Hyken  Continue reading

Business Olympics - Low ResFour Customer Service Tips

“Perfectly executed!”  “Nailed it!”  “Flawless!”

These are the words we hear the television commentators use to describe the athletes competing in various Olympic sports.   Aren’t these the same words that we would love our customers to use to describe the customer service and experience that we deliver?  I think so! Continue reading

loyal-customersLoyal Customers

Companies covet customer loyalty.  They understand the benefit of having loyal customers.  Statistics show, over and over again, the financial advantages to customer loyalty, versus the continuous quest for new customers.  So how do some companies achieve customer loyalty?  Continue reading

This week on our Friends on Friday guest blog post, my colleague Jeffrey Scott talks about earning your customers loyalty.  He looks at loyalty from the external and internal perspective which is required to gain loyalty. – Shep Hyken

Customer loyalty drives retention and referrals. It is a topic important to every CEO concerned with profitability. A contractor recently asked me how to force his customers to become more loyal to him.  My response was, “It is not possible. You can’t force your clients to be loyal, just like you can’t force your friends to be loyal.” Continue reading

I like this blog post from my friend Chip Bell for a couple of reasons.  First, the lesson about focusing on the relationship, not just the product or system is strong.  Second, he mentions one of my favorite companies, Ace Hardware, one of the most helpful retail stores on the planet.  – Shep Hyken

Last year was an unusual season for tornadoes in the South—several records were set for most tornados in a day, longest on the ground, most deaths in some states, etc.  It made me glad I bought a gasoline-powered generator three years ago. Continue reading

the-customer-voiceSocial media channels have become the norm.

One of the big lessons I have taught and preached over the years is about customer loyalty.  In short, people think of loyalty as a customer for a lifetime, but it is really much simpler than that.  It’s about the next time, every time.  I even have a simple question that reinforces this concept, which I refer to as The Loyalty Question:

Is what I’m doing right now going to get the customer to come back the next time he or she needs whatever it is that I sell?  Continue reading

great-customer-serviceConsistency Isn’t Part-Time

It’s the same every time, never changing. Day in and day out, it’s always the same.  Sound boring?  It’s not when it comes to consistency in delivering customer service – especially if it’s good customer service.  It should always be the same.  The customer should be able to count on it,

Customer loyalty is based on this concept. If you want to build intense customer loyalty, in addition to all of the customer service you deliver, you must also be predictably consistent. Continue reading