 Customer service isn’t a chore; it’s an opportunity to build brand loyalty. Shep Hyken  Catching up to Shep in 2019 by Skip Cohen It's Hump Day and a perfect time to share one of my favorite quotes, which is also by one of my favorite people in the world of Customer Service, Shep Hyken. Shep and I met online many years ago when I shared one of his quotes on Twitter. I was so accustomed to sharing legendary quotes from deceased individuals that I was surprised when Shep acknowledged what I'd shared. That led to a couple of phone calls; later, Shep joining me on a podcast, and me joining him on his, and eventually grabbing breakfast when Sheila and I were in St. Louis. Here's the link to his website and some of the very best advice in business! That's the backstory, but I want to highlight the power of Shep's quote. You're greatest marketing tool is all about Customer Service. So often, companies treat it like an afterthought, the complaint department. Yet, it's the most important part of relationship building with your target audience...it should be viewed as anything but a chore. Done right, it builds loyalty and creates an environment of trust, encouraging customers to return to you. Your goal is to consistently overdeliver and exceed expectations with every interaction, even if the individual is not yet a customer. Customer Service extends into every aspect of your business, from your website to how you're perceived on social media, to all levels of communication, including in-person interactions, phone calls, and email. Think of your most favorite restaurant or retailer. Your loyalty is based on all your experiences. The level of quality you perceive isn't just based on the products you bought, but also on the company's attitude, how they make you feel, how easy they are to deal with, and how much you enjoy feeling valued as a customer. The bottom line: Build your brand on great service and make each customer feel like they're your only client. And one more great quote from Shep... The key is when a customer walks away, thinking,
"Wow, I love doing business with them, and I want to tell others about the experience." Shep Hyken
1 Comment
9/15/2025 04:33:42 pm
Great article on growing your business through brand loyalty Your comment will be posted after it is approved.
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