Episode 136 – Wisdom from Shep Hyken at SMMW18

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A Thoughtful Thursday Episode. On Thoughtful Thursday we discuss deep thoughts including overarching strategy and organizational structure.

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“Social customer service is the ability to turn a rant into a rave.” – Shep Hyken

 Book of the Day: Be Amazing or Go Home: Seven Customer Service Habits That Create Confidence with Everyone – Shep Hyken

Wisdom from Shep Hyken at SMMW18

Informed by SMMW18’s presentation titled “How to Turn Social Customer Service Into a Marketing Strategy” by Shep Hyken 3.02.2018

  • Who is Shep Hyken?
    • New York Times Best Selling Author
    • Speaker
    • Husband of Cindy who is fantastic
  • What did he say?
    1. Customers are expecting higher levels of service now because they know what good service is.
    2. Social customer service is the ability to turn a rant into a rave.
    3. Satisfying your customers isn’t good enough. It’s a moment of mediocrity. Fine is the “f-bomb” of customer service.
    4. Ask your customers what they like the best. Because you’ll find out what they like the least, and you can get rid of it.
    5. Just be a little bit better than average all the time. It’s about consistency and predictability.
    6. The best companies manage the experience the customer has and respond quickly.
    7. With social media, a person can post on Facebook and hundreds, thousands, or millions of people can see it.
    8. When brands respond to customer service requests over social media, customers spend 20-40% more on average. (Bain and Company)
    9. 89% of social media messages go ignored.
    10. The average social post takes 9 hours to respond to by the average company.
    11. 25% of your customers expect a response within an hour. If I wanted a response within 9 hours, I’d have waited 9 hours to ask the question.
    12. Push value-added content to customers. This is proactive customer service.
    13. Scale important messages. Twitter, Facebook, text, messenger. Get those messages to customers before they even know they need them.
    14. Apps create interactive engagement opportunities for your customers.
    15. Use community to empower your customers to help other customers. I like Telligent.
    16. Use your customer complaints to eliminate moments of misery. It’s your best research for product/service improvement.
    17. Review customer complaints. Locate friction points. Mitigate or eliminate those friction points. Repeat.
    18. Reactive + Proactive Social Customer Care is a Winning Strategy

Brought to you by:

    • The Social Pack: Get on the inside to stay on the topside. Join today!
    • ParknFly: Save 10% off Posted Rate Reserve Now 
    • bluehostThe Best Web Hosting for just $3.95/month, bluehost is the #1 recommended web hosting by WordPress.org. Every account features 1-click WordPress installation. Plus, bluehost’s trained, in-house experts are there to help 24/7. Their robust help center includes guides, video tutorials and more. You can try them and love them, or get a refund within 30 days fo signing up. Your satisfaction is their top priority and they’re confident you’ll be pleased with their services. Click here to learn more:
    • Ticket Liquidator:  Concerts, Sports Theater tickets. Buy or sell!
    • GoldMedalWineClub.comWine of the Month Club Award-winning wines delivered to your doorstep every month. They never feature bulk wines, private labels, or close outs. Each selection is a genuine, small-production wine crafted by a winery with their family’s reputation on the line in each and every bottle.
    • CraftBeerClub.comGood People Drink Good Beer. Get the finest craft beers from America’s best microbreweries   delivered to your door! They search out exceptional craft beers from around the country and then deliver the monthly beer club selections direct-to-you or your gift recipient’s door. You can choose an ongoing beer club membership or Craft Beer Club gifts to ship monthly, every-other-month or even quarterly. This is a fantastic gift for the Craft Beer enthusiast in your life. Give 1 to 12 shipments and receive up to 3 bonus gifts and an additional $25 bonus with your order.
    • OneTravel: Search and compare flights from over 450 airlines.

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About the author, Frankie Saucier

Frankie Saucier created the Socially Supportive podcast because believes that in order to advance digital and social customer care, leaders must come together in a community where colleagues can collaborate on the latest strategies and discuss the best technology. The Socially Supportive podcast creates a space for that community to thrive. She is also the Founder and CEO of Socially Supportive, a digital consultancy that helps brands communicate effectively with customers online. Frankie is a member of several consortiums, including the Social Care Leaders Group, an international group of leaders in the digital and social care space. She has over 20 years' experience in customer experience, including 7 years creating and running the digital customer support team at the 3rd largest cable company in the U.S. She also holds a bachelors in Mass Communications.

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