The loyal customer a lesson from a cab driver. A Customer Experience Lesson from a Cab Driver 2019-03-05

The loyal customer a lesson from a cab driver Rating: 7,4/10 452 reviews

5 Customer Experience Lessons from a cab driver

the loyal customer a lesson from a cab driver

Now, with no further ado the video: by Author Posted on Categories. I initially thought that this is a prank and a camera is hidden somewhere but I couldn't find one. I calculated my personal assets and…voila! However, it's up to us, the service provider to deliver that experience! Shepard Virtual Training makes this wish a reality! Did it hit you in a different way, would love to know your thoughts. In 1983 Shep founded Shepard Presentations and since then has worked with hundreds of clients ranging from Fortune 100 size organizations to companies with less than 50 employees. As he got into the driver's seat, he told me that a neatly folded newspaper can be used.

Next

Dipping Customer Satisfaction? 5 Lessons from a cab driver

the loyal customer a lesson from a cab driver

How many customers, potential raving fans and brand advocates have been turned away from future purchases due to poor behavior from a sole company representative? Certainly would love to give a shout out to for this video. He is a New York Times and Wall Street Journal bestselling author and has been inducted into the National Speakers Association Hall of Fame for lifetime achievement in the speaking profession. So, if an effort is put in place to build a system to deliver an experience, the more customers will take them along for effective word-of-mouth, utlimately resulting in better branding. Â So, any effort in delivering experience will ultimately deliver more word-of-mouth and better loyalists. As always, I wish you the best success in growing your brand and customers. Yes, you read it right.

Next

The Loyal Customer

the loyal customer a lesson from a cab driver

A colleague and I were leaving our conference hotel and hailed a cab so we could go about 10 blocks to catch a train. He not only listening but also recording those stories. It is a must read for every employee of any business that wants to have repeat business. Thus, I encourage my colleagues in the customer management and service industries to constantly find ways to maximize the experiences your customers have with your brand. Shep Hyken will host and facilitate a focus group in front of your audience. How many companies each day live out this real life metaphor? Providing great customer service is vital whether your business is a world-class resort or a small corner store.

Next

Customer Service Lessons from a Taxi Driver, Taxi Terry

the loyal customer a lesson from a cab driver

Yes, you read it right. I had a business trip to Dallas that time so my plan included a fast trip to and from the airport. What was I reminded of with this experience? Bravo, Shep Hyken for illustrating such an important lesson in such an entertaining way! A neat white cab pulled up and the taxi driver rushed to open the passenger's door for me. The top 5 lessons are: 1. Often, we see many companies for profit and revenue sake, tier or segment their customer base in an effort to align the level of service they are to receive. Of course, when making a statement like this about your service, you need to be able to actually deliver. This cab driver could have yielded a fare roughly equal to his sought after airport fare by driving less than half the distance but, the pre-judgment of his customer led him to totally miss this great revenue opportunity.

Next

The Loyal Customer: A Lesson From a Cab Driver: Shep Hyken: 9780963782014: axtia-technologies.com: Books

the loyal customer a lesson from a cab driver

The more complicated the services, the more they distract customers from a good experience. Consider watching a movie trailer. Certainly would love to give a shout out to for this video. What better way to retain existing client but to know their story and connect with them. Even a database with customer history is something one could never relate with him. Movie trailers are not made to tell about an upcoming movie, but to deliver an experience, which you take with you when you leave and share it with people around. Understand your customer well: In video story, cab driver Taxi Terry is working really hard in connecting with his customers and understanding their story.

Next

Shep Hyken: Business, Corporate Culture, Customer Loyalty, Customer Service, Entertainment, Motivation

the loyal customer a lesson from a cab driver

Perhaps your organization has held focus groups where customers are brought into a comfortable environment and asked questions. I want to bring your kind attention to a personal service encounter of a leading customer experience advocate. The more you know about your customers, the better bond it forms, thatis comfortable and trustworthy. Following the lesson there are seven study questions that will take you and your business to a higher level. Can you tell me why? The companies that create the most value keep the business.

Next

Customer Service Lessons from a Taxi Driver, Taxi Terry

the loyal customer a lesson from a cab driver

This is an outstanding program for banquets and special events. Shep Hyken's most requested programs focus on customer service, customer loyalty, internal service, customer relations and the customer experience. The outcome- Look at this blog, the video, hits on this youtube video. Such is the case with Taxi Terry, a cab driver in Jacksonville, Florida. A driver-led argument ensued; he popped the trunk, asked us to get our belongings with no assistance and peeled off.

Next

Shep Hyken

the loyal customer a lesson from a cab driver

Great service creates loyal customers, which in turn creates greater profits. Now, with no further ado the video: originally posted at. However, in the grand scheme of customer care, every customer should have the same opportunity to yield an exceptional customer experience. One of the top lessons that McKain drew from his chance encounter with Taxi Terry was how he laid the groundwork for a great customer experience right away. With surging social media channels, nothing could be better than a satisfied customer willing to share their story to friends and family. It was 90+ degrees, at the height of rush hour and we had multiple bags; not an ideal commute on foot.

Next

Shep Hyken: Business, Corporate Culture, Customer Loyalty, Customer Service, Entertainment, Motivation

the loyal customer a lesson from a cab driver

So, I decided to find a niche where I could be the best there is! Through this very entertaining story of a very successful cab driver, you will learn the difference between a satisfied customer and a loyal customer. What a real lesson we can learn from a cab driver--this true story about creating a loyal customer is what business is all about. This one is a little different in that it is not a real life experience and only has 2 characters, but it still went over quite well and the lessons learned here were extremely well received.    Build a system to deliver experience and not just service: From the statement “Are you ready for the best cab ride of your life” to the point of referring Scott to Taxi Terry’s website for receipt and future bookings; every thing was build not just to deliver a service, but to deliver an experience. Shep works with companies and organizations who want to build loyal relationships with their customers and employees.

Next

Shep Hyken: Business, Corporate Culture, Customer Loyalty, Customer Service, Entertainment, Motivation

the loyal customer a lesson from a cab driver

You could create a huge base of happy customers and brand ambassadors, just like Taxi Terry. Having better tools to help us deliver a wow experience is always an asset. The Amazement Revolution is the culture that can drive any organization — from one employee to tens of thousands — to focus completely on delivering an amazing customer experience. Â Â Â Understand your customer well: In video story, cab driver Taxi Terry is working really hard in connecting with his customers and understanding their story. So, if an effort is put in place to build a system to deliver an experience, the more customers will take them along for effective word-of-mouth, utlimately resulting in better branding. This is another big hole that Taxi Terry addresses.

Next