🔹 F = Fake smile 🔹 I = Insincere interactions 🔹 N = Never coming back 🔹 E = Emotionless service
Here’s the problem: 27% of customers who rate service as "fine" won’t return.
In this episode of The Mason Duchatschek Show, Shep Hyken, NYT & WSJ best-selling author and customer service expert, explains why "fine" isn’t good enough—and what companies must do to turn satisfied customers into loyal ones.
If you want repeat customers, stronger retention, and next-level service strategies, this is the conversation for you.
Key Takeaways
✅ "Fine" service doesn’t build loyalty. It leaves customers indifferent and unlikely to return. ✅ Customer service must be memorable. If it’s not remarkable, it’s forgettable. ✅ An emotional connection keeps customers coming back. Transactional service won’t cut it. ✅ Businesses that deliver genuine, personalized interactions thrive. Automation should enhance—not replace—human connections. ✅ Great service is proactive. Don’t wait for customers to complain—prevent issues before they arise.
📺 Full Video on YouTube: 👉 https://www.youtube.com/watch?v=U3bFRLQqIZQ
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About This Channel
Subscribe now & discover the world of Workforce Alchemy. Visit our website & take the challenge! Mason Duchatschek is an Amazon.com #1 bestselling author of numerous books, and his ideas have been featured in Selling Power, Entrepreneur, and the New York Times.
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