3 Customer Service Strategies You Should Steal From, Would You Believe, Lyft DriversUnited Airlines' recent press shows the looming shadow one negative customer service can cast over your brand. These customer service concepts can help.

If your growing business has not made customer service a top priority, it's time to reevaluate your to-do list. After all, in this digital era, great customer service can be be your best (and least expensive) marketing tool.

Consider, for instance, that positive tweets and online reviews will undoubtedly draw curious consumers toward your brand and that your ability to address complaints from existing clients will help you earn their business again. In fact,according to Salesforce, customer service is the No. 1 factor that helps companies build trust with their audiences.

Related:Why Trust Is the New Marketing Currency

However, on the other side of the coin,American Expressrevealed that negative online reviews reach twice as many people as positive ones. For evidence of that, consider what recently happened to United Airlines when that now-infamouscustomer service snafuwas caught on video. Within 24 hours, the clip had been viewednearly 20 million times和公司的股票暴跌。的airline continues to be the subject of bad press andviral memesregarding the incident.

Needless to say, one negative customer service incident can cast a long-lasting dark shadow over your brand. That's whymy own drug-testing companyhas created processes and policies to help make each customer's experience more than a mere transaction.

最近,我获得一些新的客户服务莱斯sons from an unexpected source. I had fractured my right foot, and doctors told me I wouldn't be able to drive for nearly three months. I began using Lyft for rides to and from work. And, en route, my amazing Lyft drivers revealed three key customer service concepts all entrepreneurs should apply to their business:

1. Leverage the employee effect.

Nearly all drivers told me they loved working for Lyft. They said the company treats them fairly, and they especially appreciate the many incentives provided by the brand'sAccelerate rewards program. As a customer, I felt great supporting a company that conscientiously works to reward its employees.

Knowing my drivers were happy, in fact, mademehappy -- which is actually a scientifically proven phenomenon. In 2008,researchers at the University of California at San Diegofound that happiness is highly contagious. It doesn't just travel from one person to another; it reverberates throughout entire networks of people. In short, if your employees are happy, your entire client base will be more likely to be happy as well.

I've always believed customer service hinges on internal culture and employee happiness. My employees are my internal customers, andthrough servant leadership, I strive to make sure all of them -- especially the new ones -- are well-trained and set up for success.

This belief is held by other companies, as well: The Container Store is known for giving its new employees300 hours of paid trainingin their first year at the company. Try a similar approach at your company. The extra effort you put toward your employees' happiness will pay dividends when your team interacts with clients.

Related:Here's How Going Cheap on Employee Training Is Costing You

2. Focus on proactive improvement.

According to theHarvard Business Review, the easier you make your customers' lives, the more likely they are to be loyal to your brand. This theory rang true in my experience with Lyft. The app was quick and easy to use, and the drivers proactively made sure the cleanliness of the car was first rate, and the temperature and even the music were all to my liking. I never once had to ask them to turn up the heat or turn down the music.

These little preemptive touches are what Zappos' CEO Tony Hsieh calls the "wowexperience" -- taking the extra step to make sure customers feel comfortable and fulfilled. Under this philosophy, you don't sit back and wait for clients to ask questions or voice concerns; you proactively seek these details yourself.

Before customers even have the chance to write an online review, contact them to ask whether they are happy with their purchase. Tell them you appreciate their business, and ask how you can improve your product or service in the future.

3. Personalize the experience.

It may sound simple, butseeing my name on a neon signevery time I entered a Lyft car made the experience feel extra special. It confirmed to me that the company recognized and valued me as a customer.

This is no small thing:Microsoft's 2016U.S. State of Customer Servicereportrevealed that 66 percent of consumers surveyed said they didn't want to reintroduce themselves every time they interact with a brand. They expected companies to consistently provide personalized support and service.

As such, more and more businesses are seeing the importance of offering tailor-made experiences. Starbucks, for example, formeda partnership with Spotifythat allows customers to influence the playlists at their favorite coffee shops.

My company provides a wide array of substance-abuse test kits to consumers and businesses. From steroids to alcohol to synthetic drugs, we make sure ouronline libraryis filled to the brim with relevant content that suits each unique client's needs. We also offer a live-chat feature that allows customers to receive personalized service around the clock. Further, we are connected to a network of treatment providers for a variety of substance abuse issues, so if customers require any additional help beyond at-home testing, we can refer them to a program of their choice.

Related:3 Ways to Create Customer Experiences That Boost Sales

In sum, good customer service is much more than a passive strategy. It must be consciously embedded into every aspect of the business workflow. So, follow Lyft's lead by building your own happy internal culture. Then, be proactive about providing positive, personalized experiences to your clients.

Along the way, don't forget to listen. In today's social media-driven world, the customer's voice is what matters most.