Last week when we brought you our interview with Hively co-founder Jason Lander, we knew we were going to hear an announcement regarding a partner for customer service rewards. Now we hear about rewards startups all the time and loyalty and rewards programs. Hively is a little different, they’re taking the responsibility for a great customer service interaction back into the providers hands. Quite frankly, the way it should be.
Customer service is the number one driver of loyalty. It’s what turned Sprint around when Dan Hesse took over. It’s why I stayed with T-Mobile for years (not anymore as their customer service slid), it’s why I try to stay at Drury when I can. All of these companies have had superior customer service. In fact, several studies have shown that customers will pay a premium, or maybe a little more for a product or meal from a place where they know they are going to receive great service, than go for a deal with places that have bad customer service.
Customer service and rewards for good customer service are the foundation for Hively.
In our interview Lander told us that they were soon going to unveil a way for customer service people to redeem points from good one click reviews. Now we’ve found out what the customer service people can do with the points. They can get “stuff” from TangoCard’s network of retailers.
Three things happen in the Hively model:
A customer service agent focuses on their quality of service using the incentivized program. This way, even in non commissioned sales environments, agents and sales people can earn something “more”,and it’s not even based on a sale. With the improved customer service the sales will flow in, just ask Sptrint.
A customer service agent/sales rep will encourage customers to use the one click method of rating their service. They obviously want their points and the establishment wants the feedback.
Sales are driven by better customer service.
We love startups that turn an industry on it’s head.
“We believe that the right rewards given at the right time will drive significant and valuable results,” said David Leeds, CEO and founder of Tango Card. “We’re excited to partner with Hively to source and fulfill their program requirement for digital rewards.”
“Hively has always been about gathering and measuring customer happiness,” said Jason Lander, co-founder of Hively. “Since virtual rewards can quickly lose their appeal, our customers have asked for a way to more tangibly recognize colleagues and top performers. Our partnership with Tango Card is the perfect solution.”
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