Captivated Customers Blog » Welcome http://www.captivatedcustomers.com The blog to help you build customer experiences that drive customer loyalty & retention Thu, 11 Aug 2011 22:09:21 +0000 en hourly 1 http://wordpress.org/?v=3.2.1 Companies today are shedding business at an alarming rate due to one primary reason: a poor customer experience. But that doesn’t have to be your story. Research shows that building great customer experiences, not slashing your overhead, is the key to greater profits. Perhaps it’s because, in this day and age, the customer experience has never been more powerful – nor have customers ever been more vocal about it. When they have a poor customer experience, the first thing they do is tell their friends, and only 4% will come back after a bad experience. My clients call me “The Loyalty Lady” because I get results when it comes to creating an exceptional customer experience – the kind that creates loyal fans of your business. My number one goal as the Loyalty Lady is to help take your customer experience to an unprecedented level of success. Your Customer Experience Strategies matters. Let’s get started! Norma Huibregtse no Norma Huibregtse norma@captivatedcustomers.com norma@captivatedcustomers.com (Norma Huibregtse) The blog to help you build customer experiences that drive customer loyalty & retention customer service, customer experience, captivated customers Captivated Customers Blog » Welcome http://captivatedcustomers.com/images/logo.jpg http://www.captivatedcustomers.com/category/welcome/ “You had me at Hello” – Putting the Magic in Customer Service! http://www.captivatedcustomers.com/2009/06/16/%e2%80%9cyou-had-me-at-hello%e2%80%9d-%e2%80%93-putting-the-magic-in-customer-service/ http://www.captivatedcustomers.com/2009/06/16/%e2%80%9cyou-had-me-at-hello%e2%80%9d-%e2%80%93-putting-the-magic-in-customer-service/#comments Tue, 16 Jun 2009 18:12:16 +0000 NormaH http://www.captivatedcustomers.com/?p=225 I had a memorable customer service experience this past week that I have to share with you.  I’ve been playing the shopping experience over and over in my head because it left such a positive first impression that we can all learn from and duplicate.  Here are some tips to get your customers to say “You had me at Hello”.

First, there are two different elements of customer service that we measure.  One element is called the “basic”.  The “basic” describes the technical elements of the visit – such as greeting customers upon arrival at your store, knowing your products,  store rules, etc.  The second element is the “magic”.   This element measures how you “felt” during your customer service experience.  When you combine these two elements in a positive, meaningful and tangible way, you have delivered exceptional customer service and you are on your way to creating a raving fan.

I was shopping for hair products at Sally’s at 7th Street and Bell in Phoenix.  When I arrived at the store, the sales associate was busy with another customer.  She quickly acknowledged me and said that she would be with me in a few minutes.  When she came over to help me, I told her I needed some products and wasn’t sure where to start.  Her comment was “no problem, it’s really easy and I’ll show you what you need.”  She asked me several questions and recommended different product and what works best with what.  I felt like I was getting insider information.  Based on her recommendations, I gathered my goodies and presented them to her at the counter.  She covered the “basics” of the visit – greeting, advice, recommendations, checking in with me, etc.

Here comes the “magic”.  She assured me I made a good selection.  She took the time to explain exactly how to use the product and how easy it was.  She told me I didn’t need a few of the items I had selected and told me why.  She also asked if I had some other items that she knew I would need at home.  Upon hearing that I didn’t, she gave me free samples that I could use instead.  She also asked if had a Sally’s Purchase Card because it would save me money on future purchases.  I said no because I rarely shop there.  She quickly said that she would get me one on my next visit – as if she knew I would be back. 

Now, it may sound simple to you, but how many businesses get this right?  We are rarely greeted at the door, provided help, and encouraged to buy only what we need.  You bet I’ll be back to Sally’s.  The sales associate made my day and managed to put the “basic” and the “magic” in my customer service experience.   Good job!

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Your comments are important to us.  We will read them and comment on your comments. We want to help you stay in the customer service conversation so that you can optimize your customer service.  Nothing would make us prouder than hearing from you that your business reached a new level of success because you stepped up your customer service.

If you are interested in optimizing your customer service to increase sales, get started TODAY.

Contact me at (480) 694-6940 or by email at norma@captivatedcustomers.com to schedule your

FREE 30-MINUTE CONSULTATION.

 

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