When creating a great customer service strategy, also look to create an “After-Experience.” This could be some type of follow-up, call to action or maybe just the “buzz” created after the experience.  For example…


You may have a great experience when you buy a car from your favorite automobile dealership.  And after you drive the car home, you start to really love it!  The product becomes an extension of the sales experience.


Several days after shopping at a retail store you get a thank you note from your salesperson.  The follow-up becomes part of the experience, days after the actual purchase.


You have a wonderful dinner at a favorite restaurant.  The next day you are telling all of your friends and colleagues.  The “buzz” you are creating is extending the evening to a strong “After-Experience.”


LESSON: As you are focusing on your customer service strategies, think about how to extend beyond the customer’s initial experience.




Shep Hyken, CSP, CPAE is the Chief Amazement Officer of Shepard Presentations.  As a professional speaker and author, Shep helps companies develop loyal relationships with their customers and employees.  For more information on Shep’s speaking programs and books, please contact (314) 692-2200. Email: shep@hyken.com  Web: www.hyken.com. For information on customer service training, go to www.TheCustomerFocus.com.

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