Monthly Mash: Customer Experience Tools and Customer Loyalty

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Volume 9: July 2012

Welcome to the Monthly Mash, a mashup of tools, tales and tips on customer service and the customer experience from around the blogosphere.

The Month in Customer Service Blogging

A collection of the best posts about customer service and the customer experience I read this past month.

Someone Was Listening

Sometimes the most popular post from the previous month; sometimes just the one I liked best.

The 5th Habit of Customer Service: A Shout Out to Stephen Covey – We lost Stephen Covey this past month, and I took the opportunity to  discuss one of Covey’s 7 Habits and how it relates to customer service. Coveys 5th Habit – first seeking to understand before trying to be understood – is a simple message that is a foundational aspect of great customer service, and fundamental to living an easier life.

Thoughts on the Customer: The First Step in Customer Loyalty is Asking For It

The myth of the magical customer experience goes something like this: We design a customer experience that not only totally meets the customers needs but also exceeds their expectations, we execute flawlessly in providing this experience, and we automatically have a customer for life. The customer has bees so WOWed by their experience that they will automatically come back and be so enthused that they will tell all of their friends.

The beautiful part about this myth is that, sometimes, it is reality.

Monthly Mash: Asking For Customer Loyalty | Green FieldSometimes the customer experience is so perfect that it takes only one journey through it to make a customer for life.

But not everyone will be so moved.

One of the fundamental rules of customer service is that what works for one does not work for all. We cannot expect all customers to be so inspired by the customer experience that they automatically become loyal. Some will need help; some will need a reason to come back and the opportunity to develop a pattern of behavior.

When your customer reaches the end of the customer experience, are you asking for them to come back?

  • Are you offering a discount coupon for their next visit?
  • Are you prebooking their next appointment?
  • Are you using their first experience to offer a better, more customized second experience?

The first rule of sales is don’t forget to ask for the sale. In customer service, we need to ask for the opportunity to provide another customer experience.

Sometimes loyalty is formed in an instance, more often it is built brick by brick, experience by experience.

Ask your customer to come back. Most loyalty begins with repetition.

About 

By Adam Toporek. Adam Toporek is a Customer Experience Strategist, franchise developer, and small business owner who runs the popular blog Customers That Stick. He is a customer experience speaker and the author of a forthcoming book on frontline customer service (AMACOM, Spring 2015). Adam’s ebook 7 Secret Customer Service Techniques Every Expert Knows has been downloaded in over 100 countries.

    Find more about me on:
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2 Comments

  1. Bill Dorman
    Twitter:
    says:

    first seeking to understand before trying to be understood….that would probably involve some listening, huh? I have to catch myself to quit trying to anticipate what they are going with the story and jumping in w/ something off track. Makes the story teller wonder if you were even listening at all…..

    Depending on the venue, but one of the biggest breakdowns I see in customer service is indifference by the employees because their culture allows them to be that way. The employee could give two hoots and management assumes people will just show up anyway.
    Bill Dorman recently posted..2 seconds from oblivionMy Profile

    • Adam Toporek says:

      Listening… what’s that? :)

      The indifference you speak of is tough to address because everyone’s motivations are so different. Also, you often just have the wrong people in the wrong places, and you end up with the wrong attitudes.

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