Using Customer Service as a Marketing Opportunity Along with Shep Hyken

25 Mar

“ Fine is the F-bomb of customer service. ” @hyken Click on To Tweet

What an opening.

The customer experience is all the trend right now. We’ ve all noticed the statistic that it is expected to exceed price and product as the Number 1 brand differentiator by 2020.

But what if we all told you that you’ re looking over one of the most important parts of the customer encounter?

While you’ ve been focusing on your website’ s i9000 UX or email nurture marketing campaign, you’ ve forgotten about your own customer service and the impression that simply leaves on your customer relationships. As the learn of customer service and experience, Shep Hyken acquired some advice on customer service management to talk about at last week’ s Social Media Marketing Entire world. Hear what he had to say beneath:

Manage the Moment

Every time your customer makes contact with your business, there’ s a chance for you to form an impression. Today, including every channel you do business upon. There’ s Yelp reviews, Fb comments, emails, tweets, etc .

You need to own the moment.

If it’ s an unhappy moment, you have an opportunity to show them it turned out still a good idea to do business with you. In the event that it’ s a mediocre minute, you have an opportunity to show them that you can exceed. If it’ s a miracle moment, you have an opportunity to inspire dedication. Just be above average all the time.

“ Consumer amazement comes from consistent and foreseeable ‘ above average’ engagements. ” @hyken Click To Tweet


So much of customer service is reactive. There’ s an issue or an opinion, and the brand responds. But you have to be proactive and do social care continually. For example , if you’ re within the restaurant business, share recipes or even kitchen tips to engage with your customers. That’ s one way you can provide positive service that helps people before there’ ersus an issue.

Respond to Every thing (and Quickly)

React to both the good and the bad. You may not need to be as quick with addressing the good comments, but you need to react to it. Say thank you. Give likes.

The average response time in the event that someone complains on Twitter is certainly seven hours. Facebook is a little faster. But that’ s an average, many people are faster, some slower. However your goal needs to be to jump on this right away. Think about your own experiences. In case you have an issue, you want a response immediately, not really hours later.

Control Reviews

Every sector has their version of an evaluation site. Reviews aren’ t only for TripAdvisor, Yelp, or Google. There’ s Glassdoor, Capterra, G2Crowd. You will find thoughts about you out there which have been posted publicly, and you need to take care of them – and respond to all of them.

Be Real

Show your customers that you’ re human. Be funny. Become honest. Be transparent. Your customers may have a more enjoyable customer experience with a person if you show that you have a character.

Offer Self-Service

People want to be able to assist themselves. So let them. Give them the opportunity to solve their own issues. Publish your own knowledgeable. Enable the crowdsourcing details by creating customer forums. Posting videos that show people using your products or answer common questions. It’ s good for your marketing and advertising, too.

Create Comfort

Convenience is the whole experience. From learning about your brand name or product to purchasing this to using said product. Therefore , look at your own buyer journey plus customer experience and ask yourself: “ how easy is it to do company with you? ” If it’ s i9000 not as easy as Amazon, you might have work to do, according to Shep:

“ Even though you compete with your competition, your customers evaluate you to the best service they actually received from anyone. ” @hyken Click To Tweet

Convenience Is the Way to Commitment

To inspire a lot more loyalty from your customers, you need to let them feel taken care of, create convenience throughout the client journey, respond to their concerns plus praises, be authentic, constantly participate, and more.

Satisfaction is a rating. Dedication is a feeling. ” @hyken Click on To Tweet

Learn more customer service and encounter tips from Shep by reading through our own full interview with him , or purchasing their book: The Convenience Revolution .

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