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Hi there this is Shep Hyken, customer service and experience expert and on this video we
are going to talk about how social customer service equals positive customer experiences.
I recently had the privilege of working with Hy-Vee, a grocery store chain based in the
Midwest. What an amazing, customer-focused operation. Visit their stores and you will
be impressed with their amazing employees and their excellent service. After my speech
to the store directors, I met one of Hy-Vee's executive vice presidents. He was very proud,
and deservedly so, about how they use social media to enhance their customer service. He
shared a story, which is an excellent example of how any company can use social media to
take care of the customer. By the way, this is an example of reactive customer service.
A customer complained and the company executed the reaction perfectly. A customer was standing
in the checkout line and Tweeted: Whenever I go to Hy-Vee's Chinese Express Department,
they are always out of what I want. Mad! Hy-Vee has something they call the Listening Room.
This is where employees monitor -- or should I say listen to -- their customers sharing
comments on various social media channels: Facebook, Twitter, etc. Reaction time in the
Listening Room is important. The employee who was "listening" immediately tweeted back
to the customer to step out of line and wait in Aisle One. Within moments the manager found
the customer, introduced himself and was able to get the customer what he wanted. The story
ends on a positive note when the customer, who had a short wait in line to check out,
Tweeted that he loves Hy-Vee and how they took great care of them. Great story here,
with a few lessons: Number 1. Your customers will talk about you, potentially broadcasting
their experiences, good and bad, to the world using social media channels. Don't fight it.
Embrace it. Number 2. Companies need to monitor, or as Hy-Vee says, "listen to," these social
media channels for any customer comments. Number 3. If the comments are negative, act
quickly. Response time is one of the keys to a successful resolution. Great companies
respond within a few minutes. In the Hy-Vee story, it was literally a few seconds after
reading the Tweet. Very impressive! Number 4. Companies need to resolve negative issues
quickly; the faster the better -- and more impressive. Number 5. A positive outcome to
a negative situation can ideally end with the customer going back to their social channel
of choice and broadcasting a complementary statement that turns into positive PR for
the company. Well I hope you enjoyed this short lesson. Please be sure to visit my website,
which is www.Hyken.com. There you will find more information about my speaking programs,
as well as over 250 customer service articles that you can read and share with your colleagues.
Thank you very much for watching, this is Shep Hyken remind you to Always Be Amazing!