Released: March 31, 2009
St Louis, MO
Rough Economy Creates Good Customer Service Practices
As the current economy creates havoc on the business world, various companies and organizations recognize that the most effective strategy that works in any economy is customer service.
Each week dozens of articles published in newspapers, magazines and on-line publications cover how various companies are combating the slow economy by creating great customer service experiences that keep customers coming back and in some cases bring in new ones. To get competitive, rather than lowering prices, companies are finding new ways to deliver service that they may not have done before.
A restaurant that never took reservation is now willing to do so. Why? Because that is what guests want, and if that is what it takes to get guests in the door, they’ll adapt.
A distributor sends a truck loaded with equipment to a customer’s location. Rather than just pulling up to the dock and waiting for the customer’s warehouse employees to unload the truck, the driver now does it for the customer. This extra value-added step has helped the company secure even more business from existing customers. Why? The competitors are doing this (yet).
Recently Southwest Airlines started experimenting with free in-flight Internet service. Other airlines are also experimenting with this, but not many, if any, have offered it for free. This is the type of value-added service that creates a better customer experience that helps keep customers loyal and may even pull business away from the competition. And, while many other airlines add fees for checked baggage, Southwest continues to check bags for free, as they always have. Southwest Airlines doesn’t promise “white glove” service. They promise a good value and a pleasant flight. They continue to meet and exceed customers’ expectations.
According to Shep Hyken, customer service expert and author of “The Cult of the Customer,” companies that are creating better service experiences, and getting creative about doing so, will gain more market share during the rough economy and prosper even more as the economy returns to normal.
“In short, the economy is forcing “service creativity,” which is about coming up with new and different ways to create a better customer experience. The first step to service creativity is to hold a meeting with your employees. Brainstorm what you can do to add value to your existing products and service. Ask your customers what you can do to make doing business with you even better. Listen to what your customers want and suggest that you may not already be doing. You may find the competitive edge that will help you weather the economic storm and prosper well into the future.”
About Shep Hyken: Shep Hyken, CSP, CPAE is an author and speaker who helps companies build loyal relationships with their customers and employees. He is the author of “The Cult of the Customer: How to Create an Amazing Customer Experience That Turns Satisfied Customers Into Customer Evangelists.” For more information about the book, please visit www.CultOfTheCustomer.com or contact Shep Hyken; (314) 692-2200 or shep@hyken.com.
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Shep Hyken, CSP
President
Shepard Presentations, LLC
St Louis, MO
Phone : 314-692-2200
Shep Hyken, Customer Service Expert
Book Title : The Cult of the Customer
Courtesy FeaturesUSA.com