Do Your Customers Think You Are Amazing?
Shep Hyken, customer services and experience expert, delivered a fun, enthusiastic and energetic presentation, at the IMTS 2016 Exhibitor Workshop.
He talks about an amazing customer service experience that turns satisfied customers into customer evangelists.
When your customer can predict a positive experience, you demonstrate consistency … but without consistency, you lose trust, and therefore loyalty, according to Shep Hyken, Chief Amazement Officer, Shepard communications.
As a professional speaker and author, Hyken works with individuals and companies who want to build loyal relationships with their customers and employees. In this video, Hyken discusses the importance of trust as it relates to the level of confidence your customers have in your business. Simply stated, your customer must have a consistently above-average and predictable experience with you to come back next time.
While mistakes are inevitable, Hyken explains how a mistake can be an opportunity to strengthen your business relationship. When you make a mistake, follow five simple steps to repair trust, which can even elevate confidence and trust beyond its pre-mistake state: 1) Acknowledge problem 2) Apologize 3) Provide Resolution 4) Convey Amenable Attitude 5) Demonstrate Urgency.
Acknowledge, apologize, resolve and demonstrate accountability — even if it’s not your area of responsibility or customer account. As Hyken says, “A rising tide floats all boats.”
IMTS 2016 Exhibitor Workshop Videos
If you missed this amazing event, don’t worry – we recorded each of these fun and informative sessions for you. They are available in your e-Kit.
IMTSTV interviewed every one of the dynamic speakers at the Workshop to capture the important and interesting advice that will help you carry out a successful show. Stay tuned as we release these interviews in future issues of e-Kit Wisdom.