{"id":1874,"date":"2017-06-13T00:00:46","date_gmt":"2017-06-13T00:00:46","guid":{"rendered":"https:\/\/www.walkme.com\/blog\/?p=1874"},"modified":"2023-05-02T15:41:59","modified_gmt":"2023-05-02T15:41:59","slug":"epic-customer-service-peter-shankman","status":"publish","type":"post","link":"https:\/\/www.walkme.com\/blog\/epic-customer-service-peter-shankman\/","title":{"rendered":"[INTERVIEW] Peter Shankman on Epic Customer Service"},"content":{"rendered":"<p>Want to know how to improve your customer service?<\/p>\n<p>We spoke to Peter Shankman, a world-renowned customer service expert, author, and entrepreneur. He shared his insights on how companies can exceed customer expectations to offer epic <a href=\"https:\/\/www.walkme.com\/blog\/customer-service-statistics\/\" target=\"_blank\" rel=\"noopener\">customer service<\/a>.<\/p>\n<p>Peter Shankman travels the globe empowering industry leaders to gain a better insight into what their users need and want. His clients include large enterprises, fortune 500 companies, startups and everything in-between.<\/p>\n<p>Peter has published his knowledge and experiences into five books, including the bestseller, <em>Zombie Loyalists: Using Great Service to Create Rabid Fans<\/em>, and the upcoming <em>Faster Than Normal<\/em>.<\/p>\n\n<h3>WalkMe Team<strong>:<\/strong><em><strong> Peter, can you tell us about how you became an advocate for and so passionate about the customer?<\/strong><\/em><\/h3>\n<p><strong>Peter Shankman:<\/strong> First thing to understand is how low the bar is actually set.<\/p>\n<p>It\u2019s amazing what customers will do for you if they believe you care about them. Because so few companies do, it\u2019s easy to rule the entire game if you\u2019re just slightly better than what we expect.<\/p>\n<p style=\"text-align: center;\"><strong><a href=\"https:\/\/www.walkme.com\/pages\/cx-walkmeblog-plainwhite-000-p\/?eco=cx&amp;adin=interview-world-renowned-expert-cx-ll01&amp;land=cx-walkmeblog-plainwhite-000-p&amp;pitch=Customer-Care\" target=\"_blank\" rel=\"noopener\"><em>Use WalkMe\u2019s step-by-step guidance platform to instantly boost customer experiences.<\/em><\/a><\/strong><\/p>\n<p><\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter\" title=\"WalkMe Customer Care\" src=\"https:\/\/www.walkme.com\/blog\/wp-content\/uploads\/sites\/2\/2017\/06\/1.png\" alt=\"WalkMe Customer Care\" width=\"740\" height=\"216\" \/><\/p>\n<p><\/p>\n\n<h3>WalkMe<strong>:<\/strong><em><strong> In your most recent book, Zombie Loyalist, you talk about the payoff of good customer service. It seems like this should be obvious to every business owner. Can you explain why it\u2019s not, and why that inspired you to write this book?<\/strong><\/em><\/h3>\n<p><strong>Peter:<\/strong> Businesses think of customer service as an afterthought, as well as a cost. Yet study after study proves that customer service, when implemented correctly, can be a massive profit center.<\/p>\n<p>It comes down to hiring people who care about people. You can train anyone to do anything except have empathy. That has to be generated from a lifetime of believing in it.<\/p>\n<p><\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-1887 size-full\" title=\"Epic Customer Service\" src=\"https:\/\/www.walkme.com\/blog\/wp-content\/uploads\/sites\/2\/2017\/06\/3.png\" alt=\"Epic Customer Service\" width=\"740\" height=\"216\" srcset=\"https:\/\/www.walkme.com\/blog\/wp-content\/uploads\/sites\/2\/2017\/06\/3.png 740w, https:\/\/www.walkme.com\/blog\/wp-content\/uploads\/sites\/2\/2017\/06\/3.png?resize=300,88 300w\" sizes=\"auto, (max-width: 740px) 100vw, 740px\" \/><\/p>\n<p><\/p>\n\n<h3>WalkMe:<em> You also stated in your book that you believe the future economy will be driven by the customer. Are we there yet? Or how will we know when we get there?<\/em><\/h3>\n<p><strong>Peter:<\/strong> We\u2019re already there.<\/p>\n<p>When I go to another city and search for steakhouses, I see all of them on a map, but the highlighted ones are steakhouses my friends have eaten at already.<\/p>\n<p>Wouldn\u2019t I trust my friends over random people on the Internet? Get the customers you want by being awesome to the customers you already have.<\/p>\n<p><\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-1886 size-full\" title=\"Epic Customer Service\" src=\"https:\/\/www.walkme.com\/blog\/wp-content\/uploads\/sites\/2\/2017\/06\/2.png\" alt=\"Epic Customer Service\" width=\"740\" height=\"216\" srcset=\"https:\/\/www.walkme.com\/blog\/wp-content\/uploads\/sites\/2\/2017\/06\/2.png 740w, https:\/\/www.walkme.com\/blog\/wp-content\/uploads\/sites\/2\/2017\/06\/2.png?resize=300,88 300w\" sizes=\"auto, (max-width: 740px) 100vw, 740px\" \/><\/p>\n<p><\/p>\n\n<h3>WalkMe:<em><strong> We noticed that many of the companies you are known for having influenced are B2C. Do you think it\u2019s possible to have Zombie Loyalists as a B2B company? What does that look like?<\/strong><\/em><\/h3>\n<p><strong>Peter<\/strong>: There\u2019s no difference between B2B and B2C. I\u2019ve yet to meet a B2B company that purchases products or services. PEOPLE within those companies do.<\/p>\n<p>You need to be amazing to the people to whom you\u2019re selling, regardless of business category.<\/p>\n\n<h3>WalkMe:<em><strong> A lot of businesses operate entirely online. When a company doesn\u2019t have a chance to personally interact with a customer, how can they \u2018wow\u2019 them digitally?<\/strong><\/em><\/h3>\n<p><strong>Peter:<\/strong> The simple act of responding and being human goes further than you could ever imagine.<\/p>\n<p><\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-1888 size-full\" title=\"Epic Customer Service\" src=\"https:\/\/www.walkme.com\/blog\/wp-content\/uploads\/sites\/2\/2017\/06\/4.png\" alt=\"Epic Customer Service\" width=\"740\" height=\"216\" srcset=\"https:\/\/www.walkme.com\/blog\/wp-content\/uploads\/sites\/2\/2017\/06\/4.png 740w, https:\/\/www.walkme.com\/blog\/wp-content\/uploads\/sites\/2\/2017\/06\/4.png?resize=300,88 300w\" sizes=\"auto, (max-width: 740px) 100vw, 740px\" \/><\/p>\n<p><\/p>\n<p style=\"text-align: center;\"><strong><a href=\"https:\/\/www.walkme.com\/pages\/digitaltr-corporate-000-r\/?eco=cx&amp;adin=interview-world-renowned-expert-cx-ll02&amp;land=digitaltr-corporate-000-r&amp;pitch=Customer-Care\" target=\"_blank\" rel=\"noopener\"><em>Provide an exceptional customer experience by utilizing WalkMe\u2019s real-time support. Try it today.<\/em><\/a><\/strong><\/p>\n\n<h3>WalkMe:<em><strong> Speaking of online operations. How can companies analyze the success or failure of their customer service if they do not have that in-person contact?<\/strong><\/em><\/h3>\n<p><strong>Peter:<\/strong> Start by having an email that doesn\u2019t start with DONOTREPLY@. Again &#8211; Be human.<\/p>\n\n<h3>WalkMe:<em><strong> We found an original quote from you: \u201cWhat makes excellent customer service is a company culture that assures the customer knows the problem is being fixed. It doesn\u2019t matter how, or what they\u2019re doing to fix it, but simply \u2018It\u2019s being fixed.\u2019\u201d<\/strong><\/em><\/h3>\n<h3><em>No doubt that is true, but playing the devil\u2019s advocate, isn&#8217;t it an even better example of customer service when a company is trying to solve a problem the customer doesn\u2019t yet know they have? (And treat the customer pain before it even starts approach).<\/em><\/h3>\n<p><strong>Peter:<\/strong> Sure. But <a href=\"https:\/\/www.walkme.com\/blog\/beatles-relationship-customer-experience\/\" target=\"_blank\" rel=\"noopener\">when a customer has a problem<\/a> and voices it, they\u2019re halfway out the door. Fixing the problem and going above and beyond for the customer turns a potential hater into a lover.<\/p>\n<p>And there\u2019s no greater lover in the world than a former hater.<\/p>\n<p><\/p>","protected":false},"excerpt":{"rendered":"Want to know how to improve your customer service? We spoke to Peter Shankman, a world-renowned customer service expert, author,<span class=\"moretag\">&#8230;<\/span>","protected":false},"author":246,"featured_media":1881,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"mobile_image_id":0,"tablet_image_id":0,"_jetpack_memberships_contains_paid_content":false,"footnotes":""},"categories":[88,89],"tags":[246,189],"class_list":["post-1874","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-customer-experience","category-digital-transformation","tag-customer-satisfaction","tag-wmb-cx"],"acf":{"__coauthors":""},"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.4 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Peter Shankman on How to Provide Epic Customer Service<\/title>\n<meta name=\"description\" content=\"Want to improve your customer service? 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