customer relationship
Five Ways to Make Customers Feel Special
Shep Hyken | November 3, 2022
By Shep Hyken An important goal of a good customer experience is to make the customer feel special. That special feeling can come in many different forms. I was reading an article about customer retention, and it prompted me to start a list of ways to make customers feel special, want to come back, and even want to share their experience with friends, family, and colleagues. I’ll bet there’s an entire book that can be devoted to this topic, but for today we’ll keep it to the first few that came to mind. With that, here are five ways to make your customers feel special: Stop selling and start nurturing relatio...
You Can’t Automate Your Customer Relationship
Shep Hyken | July 1, 2020
By Shep Hyken I recently wrote an article in Forbes about how three out of four customers are more loyal to your employee than your business. This research came from OnePoll on behalf of DaySmart Software. They surveyed 2,000 Americans and found that in many businesses, customers are more loyal to the employee—so much so that almost half (48%) will follow their favorite employee if they leave to work at a competing business. What does that mean for you? Dr. Bobby Low, co-founder of alignXM, a company that that helps its clients understand the human experiences that impact their long-term success, commented on the article and wrot...
End on a Positive Note
Roger Wolkoff | January 2, 2020
By Roger Wolkoff Do you have a natural gift to start a conversation? Many of us in the hospitality and customer service world are quite adept at it. Think about this for a moment. How good are you at ending conversations? I'll wager you have a signature opening greeting, but do you have a signature closing? In customer service and hospitality, we devote time to make an excellent first impression. We make eye contact, smile, or lean in if we're next to the person. Then, we move on to the heart of the conversation. Our guest or customer may request service, or they need help to resolve an issue. Perhaps they want a recommendation from us. Fi...
