Customer Service and Customer Experience Expert | Keynote Speaker | NYT Bestselling Author | Shep helps companies deliver AMAZING customer service experiences!
The satisfied customer is not a loyal customer. Satisfied customers will leave without ever telling you why. How many times have you tried a product or brand, liked it, and then just never bought it again? If you’re like most people, probably too many to count. Maybe you tried another brand that you liked even better. At least angry customers usually have feedback to offer when things go wrong. What can you do to amplify the experience you are offering to turn satisfied customers into loyal customers? Tune in to episode 30 of THE SUPER AMAZING SHOW with me and Brittany Hodak! #customerservice #customerexperience #customersatisfaction #customerloyalty #ShepHyken
Gosh I love this one. This is the danger zone for many businesses. You must remind them how much you care because they will find another business that does! Thanks Brittany Hodak and Shepard (Shep) Hyken for the insights!
So true, Shepard (Shep) Hyken! Satisfied customers are the ones at biggest risk to leave.
QUI TAKEAWAY: You are happy because customers are satisfied with their purchase of your product or service. But that's not good enough. Satisfied customers feel that their experience is good, not better, just average. Nobody raves about average. And satisfied customers will not return when they find something better or less expensive. So don't serve to satisfy customers. Don't treat customers as they would have expected to be treated. And don’t treat them as they want to be treated. Instead, treat them a little better than they want to be treated. Serve to WOW them! Exactly how should we WOW them? Well, listen and watch the SUPER AMAZING Show with Brittany Hodak and Shepard (Shep) Hyken, of course. 🙂
You are so right, satisfied customers aren't considered loyal customers. It's time to give those satisfied customers something more exceptional to keep them returning.
Great point! Going above and beyond in your customer service is very important for creating memorable experiences, as it ensures customers will want to return.
CX Manager | Customer Success | Process and Project management | Data Analysis
3moGreat point point! Satisfaction is just the starting line. To turn satisfied customers into loyal ones, it is very important to focus on creating memorable and personalized experiences. Surprise them, gather regular feedback and continuously add value. Consistency and authenticity are key to building true loyalty.