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Seven Strategies To Win Customers For Life
Take Shep Hyken’s free online customer service mini course at www.hyken.com/customer_loyalty_mc_intro.html.
The program only takes 20-40 minutes and is packed with useful ideas aimed at enhancing customer experience and building loyalty.
Here is an excerpt to give you an idea of what to expect from this short program:
Create Moments of MagicTM!
In 1986 Jan Carlzon, the former president of Scandinavian Airlines, wrote a book, Moments of Truth. In this book he describes the moment of truth as, “Anytime a customer comes into contact with any aspect of your business, however remote, they have an opportunity to form an impression.” These points of contact are the moments of truth in business, and they can make or break you and your company. Carlzon says these moments of truth can be good or bad, and our goal should be to take every moment of truth, even if it is a bad one, and make it great. Turn every moment of truth into a Moment of MagicTM! Managing the moments of truth and creating moments of magic throughout the sales process, from the initial sales call to when the customer says yes, will help get you the sale. Creating moments of truth after the sale will help keep the customer your customer. Strive to make every moment of truth a Moment of MagicTM.
Shep Hyken, CSP, CPAE is a speaker and best selling author who works with companies and organizations who want to build loyal relationships with their customers and employees. His articles have been read in hundreds of publications, and he is the author of Moments of Magic, The Loyal Customer and the Wall Street Journal best-seller, The Cult of the Customer. He is also the creator of The Customer Focus program which helps clients develop a customer service culture and loyalty mindset. You can find our more about Shep at www.hyken.com.
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