The Convenience Revolution: How to Deliver a Customer Service Experience that Disrupts the Competition and Creates Fierce Loyalty

Shep Hyken

2018年10月 · Sound Wisdom

关于此电子书

Convenience is King

When you make it easier for customers to do business with you, they will reward you with their money, their loyalty, and their referrals.

There’s a reason they call it a convenience store – because it’s convenient!  When you have to pick up a gallon of milk, would you rather stop by a large supermarket or a 7-Eleven?  Customers who shop at convenience stores know the selection is smaller and the prices are often higher...yet they still come in droves because of the ease of purchase.

What about the minibar in your hotel room?  That’s convenient too...but the convenience comes at a cost.  Did you ever stop to think that the same $5.00 can of Coca-Cola in the hotel’s mini-fridge can be bought down the hall from the vending machine for just $1.25?  Yet even with that can of Coke being four times more expensive, hotels are restocking minibars every day.

Customers will pay for convenience.  And they’ll choose to do more business over time with the people and companies that make their lives more convenient!

Whether you’re trying to out-service a competitor or disrupt an entire industry, creating less friction and being more convenient for your customers should be your strategy. When you raise the convenience bar, you create the next level of amazing customer experience.

This book shows you how to leverage convenience as a powerful way to differentiate yourself from your competition.  You’ll learn six compelling strategies, supported by numerous examples and case studies that will fuel your plan to create a focus on convenience for your customers.

The value proposition is both simple and profound: when you reduce friction and make it easier for customers to do business with you, they’ll reward you with their money, their loyalty, and their referrals.  That’s the advantage of being a part of The Convenience Revolution.
 

作者简介

Shep Hyken, CSP, CPAE is the CAO (Chief Amazement Officer) of Shepard Presentations.  As a customer service expert and keynote speaker, Shep works with companies who want to build loyal relationships with their customers and employees.  His focus is on delivering amazing customer service, customer engagement, managing the customer experience and creating customer loyalty.  He is a hall of fame speaker (National Speakers Association) and a New York Times and Wall Street Journal best-selling author.