{"id":31878,"date":"2019-02-05T00:00:00","date_gmt":"2019-02-05T00:00:00","guid":{"rendered":"https:\/\/hyken.com\/amazing-business-radio-brian-sprinkle\/"},"modified":"2023-02-08T17:03:36","modified_gmt":"2023-02-08T17:03:36","slug":"amazing-business-radio-brian-sprinkle","status":"publish","type":"post","link":"https:\/\/hyken.com\/amazing-business-radio-show\/amazing-business-radio-brian-sprinkle\/","title":{"rendered":"BIG ASS FANS with Brian Sprinkle"},"content":{"rendered":"<h3>In Shep\u2019s Opening Monologue&#8230;<\/h3>\r\nHe compares the profitability of customer acquisition versus customer retention.\r\n<h3>The Interview with Brian Sprinkle:<\/h3>\r\n<ul>\r\n \t<li>It costs 5 to 7 times more (on average) to acquire a new customer than to retain an existing customer. You can grow your business, in part, by creating repeat customers.<\/li>\r\n \t<li>If you focus on making the customer want to come back next time every time, that will turn into a lifetime of business.<\/li>\r\n \t<li>The company makes great use of surveys to assess its customer service. Short surveys are sent out after the initial sale, 90 days after the sale, and after a support ticket is closed.<\/li>\r\n \t<li>There is a Customer Advocate position at Big Ass Fans whose sole job is to be the voice of the customer within the company. They go through and read every survey and communicate with other departments and employees to make changes and reinforce behavior.<\/li>\r\n \t<li>Companies need to train and support their customer service agents for those agents to provide exceptional service to their customers.<\/li>\r\n<\/ul>\r\n<h3><strong>Quotes:<\/strong><\/h3>\r\n\u201cIf you can keep your employees happy, they\u2019re extremely likely to make customers happy.\u201d \u2013 Brian Sprinkle\r\n\r\n\u201cIf you want to have excellent customer service agents who provide excellent support to customers, the first step is providing those agents with excellent support.\u201d \u2013 Brian Sprinkle\r\n<h3><strong>About<\/strong>:<\/h3>\r\nBrian Sprinkle is the Global Customer Service Manager at <a href=\"https:\/\/www.bigassfans.com\/\" target=\"_blank\" rel=\"noopener\">Big Ass Fans<\/a>, the world\u2019s leading manufacturer of high-volume, low-speed fans.\r\n\r\n<a href=\"https:\/\/www.hyken.com\/\" target=\"_blank\" rel=\"noopener\">Shep Hyken<\/a> is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio.\r\n\r\n<strong>This episode of <em>Amazing Business Radio with Shep Hyken<\/em> answers the following questions \u2026 and more:<\/strong>\r\n<ol>\r\n \t<li><strong>Is customer retention more profitable than customer acquisition?<\/strong><\/li>\r\n \t<li><strong>What are the key qualities to look for in customer service employees?<\/strong><\/li>\r\n \t<li><strong>How do companies use surveys to improve their customer service?<\/strong><\/li>\r\n \t<li><strong>How can companies increase survey response rate?<\/strong><\/li>\r\n \t<li><strong>What is the number one step to take to ensure customer happiness?<\/strong><\/li>\r\n<\/ol>\r\n&nbsp;\r\n\r\n<a href=\"https:\/\/www.salesforce.com\/form\/signup\/freetrial-service-essentials-help-desk\/?d=7010M000000j4Z7QAI&amp;nc=7010M000000j021QAA&amp;utm_source=theshepardletter&amp;utm_medium=\" target=\"_blank\" rel=\"noopener\"><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter\" src=\"https:\/\/hyken.com\/wp-content\/uploads\/Salesforce-300x214.jpg\" alt=\"\" width=\"300\" height=\"214\" \/><\/a>\r\n\r\n&nbsp;","protected":false},"excerpt":{"rendered":"<p>In Shep\u2019s Opening Monologue&#8230; He compares the profitability of customer acquisition versus customer retention. The Interview with Brian Sprinkle: It costs 5 to 7 times more (on average) to acquire a new customer than to retain an existing customer. You can grow your business, in part, by creating repeat customers. If you focus on making [&hellip;]<\/p>\n","protected":false},"author":3,"featured_media":38316,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[6806],"tags":[4890,5080,5758],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v22.5 (Yoast SEO v22.5) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>BIG ASS FANS with Brian Sprinkle - Shep Hyken | Customer Service Expert<\/title>\n<meta name=\"description\" content=\"Shep Hyken and Brian Sprinkle discuss his company, Big Ass Fans, and their approach to providing high-quality customer service to support their products.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/hyken.com\/amazing-business-radio-show\/amazing-business-radio-brian-sprinkle\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"BIG ASS FANS with Brian Sprinkle - Shep Hyken | Customer Service Expert\" \/>\n<meta property=\"og:description\" content=\"Shep Hyken and Brian Sprinkle discuss his company, Big Ass Fans, and their approach to providing high-quality customer service to support their products.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/hyken.com\/amazing-business-radio-show\/amazing-business-radio-brian-sprinkle\/\" \/>\n<meta property=\"og:site_name\" content=\"Shep Hyken | Customer Service Expert\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/ShepHykenSpeaker\/\" \/>\n<meta property=\"article:author\" content=\"https:\/\/www.facebook.com\/ShepHykenSpeaker\/\" \/>\n<meta property=\"article:published_time\" content=\"2019-02-05T00:00:00+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2023-02-08T17:03:36+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/hyken.com\/wp-content\/uploads\/2022\/11\/Brian-Sprinkle-ABR-PHOTO.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"1400\" \/>\n\t<meta property=\"og:image:height\" content=\"1400\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"shephyken\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"shephyken\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"2 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/hyken.com\/amazing-business-radio-show\/amazing-business-radio-brian-sprinkle\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/hyken.com\/amazing-business-radio-show\/amazing-business-radio-brian-sprinkle\/\"},\"author\":{\"name\":\"shephyken\",\"@id\":\"https:\/\/hyken.com\/#\/schema\/person\/b92dbe4f9f734f7c0d600fc8014b7fe2\"},\"headline\":\"BIG ASS FANS with Brian Sprinkle\",\"datePublished\":\"2019-02-05T00:00:00+00:00\",\"dateModified\":\"2023-02-08T17:03:36+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/hyken.com\/amazing-business-radio-show\/amazing-business-radio-brian-sprinkle\/\"},\"wordCount\":331,\"publisher\":{\"@id\":\"https:\/\/hyken.com\/#\/schema\/person\/b92dbe4f9f734f7c0d600fc8014b7fe2\"},\"image\":{\"@id\":\"https:\/\/hyken.com\/amazing-business-radio-show\/amazing-business-radio-brian-sprinkle\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/hyken.com\/wp-content\/uploads\/2022\/11\/Brian-Sprinkle-ABR-PHOTO.jpg\",\"keywords\":[\"customer retention\",\"customer support\",\"customer acquisition\"],\"articleSection\":[\"Amazing Business Radio Show\"],\"inLanguage\":\"en-US\"},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/hyken.com\/amazing-business-radio-show\/amazing-business-radio-brian-sprinkle\/\",\"url\":\"https:\/\/hyken.com\/amazing-business-radio-show\/amazing-business-radio-brian-sprinkle\/\",\"name\":\"BIG ASS FANS with Brian Sprinkle - 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