Use "Sprinkles" to Keep Customers Loyal
Author Chip R. Bell offers useful tips on creating memorable customer interactions.
(Boonton, NJ, March 31, 2015) The personal touches that a customer service representative adds to his or her interactions with customers are what Chip R. Bell refers to as "sprinkles." And they are what customers typically remember about an interaction and what encourages them to come back to your company the next time.
"While customers value effortless service that is free of glitches, hassles, and delay," says Bell, "it is the emotional connection that they are going to remember and which will bring them back."
In this month’s issue of our print newsletter The Customer Communicator, Bell, a consultant and author of Sprinkles: Creating Awesome Experiences Through Innovative Service, shares techniques for making those all important connections.
Ask about the weather, about the local sports franchise, or about how they are using a particular product — whatever makes sense to make the connection, to make the experience stand out, and to build that sense of loyalty in the customer.
"Efficiency might bring customers in," says Bell, "but it will be the sprinkles like, ‘How about those Cowboys!’ that bring them back."
About the Customer Service Group
For more than 20 years, the Customer Service Group has helped customer service, call center and help desk managers increase productivity, improve service quality and boost customer satisfaction, loyalty and retention. The Customer Service Group publishes Customer Service Newsletter and The Customer Communicator.