Shep Hyken\'s Customer Service Blog

Posts tagged "Loyal Customer"

cusotmer-serviceAmazing Experience

Wouldn’t you like all of your customers to say this?

“They have the best customer service.  They go above and beyond.”

In just the last week I’ve heard four completely unrelated people talk about the “above and beyond” experiences they received from people they did business with. Continue reading

(Another Lesson from The Cult of the Customer)

I actually first wrote about this concept almost ten years ago. So here is a reminder, with a fresh spin on it.

Most people do what they are supposed to do – what is expected by the customer. That’s common sense. When someone goes out of the way to help us, we are surprised. Our expectations are exceeded. Sometimes that’s common sense as well.

Doing a little something extra or special is not difficult. Sometimes it means just doing whatever you are supposed to do with a positive attitude. Other times it might mean going out of your way or making an extra effort to help a customer. It can even be as simple as a thank you note or follow-up phone call. Anybody can be okay – average. It is the excellent people and the excellent companies that are willing to do the extra things necessary – and sometimes not so necessary – to not have just satisfied customers, but LOYAL customers!

Let’s end with a quote from James C. Penney, founder of J.C. Penny Stores. He said…

”It is the service we are NOT OBLIGED to give that people VALUE the most!”

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