Shep Hyken believes in magic. In fact, if you’ve ever heard him speak (like at last month’s ParaFest) he even does a few magic tricks himself. (Anyone who was there know how he pulled off the numbers trick?) Shep spends a lot of time with companies helping them build loyal relationships with their customers, and writes a lot about how to create what he calls “moments of magic”. To Shep, moments of magic are the really great experiences that keep customers coming back for more. Moments of magic are not “just okay” or “satisfactory” experiences. They’re the moments that make customers want to do business with you over your competitors.
Shep talked about ten ways to create moments of magic. (By the way, if you want to hear a classic story about how ‘Frank the cab driver’ delivered his own brand of moments of magic for his passenger Shep, check this out. http://hyken.com/Movie.html) In the meantime, here are just a few of Shep’s methods for creating moments of magic for customers. While some at first glance may sound basic, they’re not always so easily practiced across a busy customer service call center. Read more »
