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Recently, I wrote two articles for my weekly Forbes column that paid homage to Abraham Maslow, the American psychologist who created what is referred to as Maslow’s Hierarchy of Needs. The articles were so well received that I wanted to share shorter versions here with our Shepard Letter subscribers.
In a recent Shepard Letter, I discussed the Trust Gap, which is the difference between an organization’s belief that their customers trust them and the percentage of customers who actually do. I’ve covered different gap concepts in the past, and it’s time to add yet another to the list, and that is the Loyalty Gap.
I recently received a note from my friend and Shepard Letter subscriber, Michael Staenberg. He commented on the recent Never, Never, Never Be Late article and sent a list of what he referred to as Things that Require Zero Talent. At the top of the list was being on time.
There is a term in the customer service world that is often misused or misunderstood. That term is omnichannel. I have had many conversations with clients about the omnichannel experience, and I’ve even shared content about it with our subscribers in the Shepard Letter and my videos.
By Shep Hyken, Customer Service and Experience Expert, Keynote Speaker and Bestselling Author share this article Photo: Shepard Presentations, LLC. Let me put it to you in the simplest terms possible. When your customer calls, emails or texts you, you must respond. That is unless you don't care if they ever do business with you again. Advertisements One of our subscribers to The Shepard Letter, Andy Saks, owner of Spark Presentations and professional corporate presenter, sent in a story worth sharing. (By the way, if you've got an amazing – or horrific –...