17 Customer Service Lessons from Shep Hyken [In Tweets]
#1. Customer Service is the Price of Admission
It's the barometer for determining if your business is capable of competing. Ultimately, customer service should be viewed as the norm instead of an exception.
To me, customer service is the price of admission. It’s the table stakes to enter the game. It should be the norm, not the exception.— Shep Hyken (@Hyken) April 2, 2017
#2. Make Every Interaction Count
Even small interactions are still relevant to the big picture. It's better to treat customers like people than statistics. Communication is an essential building block to business success.
Make every interaction count, even the small ones. They are all relevant.— Shep Hyken (@Hyken) April 3, 2017
#3. Customer Loyalty is Earned
In order for a customer to show loyalty to a company, the company must first do something that benefits the customer. Even if it's not during customer loyalty month, customer service lessons are constantly unfolding.
For a customer to be loyal to a company, the company first has to show loyalty toward the customer.— Shep Hyken (@Hyken) April 3, 2017
#4. Loyalty is More Than a Rating
It's difficult to achieve because it involves emotion. It's important to engage with people on an emotional level to earn their loyalty.
Loyalty's hard to achieve. It’s not just a rating. It’s an emotion. By engaging a customer emotionally, you've the potential for loyalty.— Shep Hyken (@Hyken) April 3, 2017
#5. Loyalty Programs Can Nurture Relationships
Once you implement a loyalty program, maximize it by continuously rewarding the customer. Let them feel they are part of an exclusive and special group.
Use the loyalty program to develop and nurture a relationship with your customers – to really make them loyal.— Shep Hyken (@Hyken) April 2, 2017
#6. Keep It Super Simple (KISS)
The most successful loyalty programs are the ones that don't present too many hurdles, since customers are attracted to simplicity. Customers will more likely develop confidence about a company if the communication is easy to understand.
KISS – Keep it super simple! Customers don’t like complication. They like simple and easy. It helps builds their confidence.— Shep Hyken (@Hyken) April 1, 2017
#7. Consistency Wins
It's best to run stable campaigns across multiple locations so that the brand is consistent. When campaigns lack consistency, the customer may wander from the company to avoid confusion.
Be it multiple locations or numerous employees, the customer deserves a consistent customer experience. Anything less is unacceptable.— Shep Hyken (@Hyken) April 1, 2017
#8. Overcome Customer Objections With Value
By explaining what the customer is gaining, it makes price less important as a purchasing barrier.
Best way to head off customer objection, provide so much value it pushes concern for pricing to back of the list of reasons to buy.— Shep Hyken (@Hyken) March 31, 2017
#9. Brands are Customer Experiences That Depend on Employees
If customers perceive employees as negative, it can affect their image of the brand. That's why customer service must be viewed as a high priority for a business to grow.
A brand is defined by the customer’s experience. The experience is delivered by the employees.— Shep Hyken (@Hyken) March 31, 2017
#10. Customers Aren't Always Right
Sometimes they simply misunderstand a message or fail to read instructions. Even so, you must always treat customers with dignity and respect. Whether or not it's customer loyalty month, customer service lessons depend on two-way communication.
The customer is not always right. (They really aren’t.) But, they are always the customer. So treat them with dignity & respect.— Shep Hyken (@Hyken) March 29, 2017
#11. Don't Ignore Social Customer Care
#12. Speed is a Competitive Customer Service Strategy
Providing quick service adds value to what customers are paying for.
When it comes to customer service, speed's a competitive strategy. It's also a value added advantage customers are willing to pay for.— Shep Hyken (@Hyken) March 30, 2017
#13. Employees Should Fit Your Corporate Culture
Make sure employees match the values you are trying to associate with your brand. Personality is very important to developing loyalty.
Hire for the right values, have some fun at work & make sure your employees fit the personality of the culture of the organization.— Shep Hyken (@Hyken) March 29, 2017
14. Be Loyal to Your Customers
Learn about why customers resonate with your brand and then keep letting them know you value their loyalty.
To get loyalty from your customers, you must also be loyal to them.— Shep Hyken (@Hyken) March 28, 2017
#15. Create Customer Evangelists
In other words, educate your customers how to promote your brand to others. Learn from their feedback and use positive comments for your testimonials and reviews.
Creating a community of customer evangelists is a powerful strategy. Listen & learn from them. Their feedback's crucial to your success.— Shep Hyken (@Hyken) March 27, 2017
#16. Set an Inviting Tone
First impressions go a long way partly from the tone that sets the communication that follows.
Set the tone for the first impression of each particular interaction, which sets the tone for what’s to follow.— Shep Hyken (@Hyken) March 26, 2017
#17. Always Say "thank you."
Remind customers that you appreciate their business. Make sure every encounter ends on an upbeat note. Related Posts:
Don’t forget to say, “Thank you!” You can thank a customer in person, on the phone, with a thank you note, an email… pic.twitter.com/upjENHYYve— Shep Hyken (@Hyken) March 25, 2017