Each week I read a number of customer service articles from various online resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Customer Service Week: Appreciating Clients and Employees Gives You an Edge by Sandra Idossou (The […]
Each week I read a number of customer service articles from various online resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too.
(The New Times) Julian works as a cleaner in one of the big institutions in town. Owing to the nature of his work, clients and other employees do not usually meet or deal with him, apart from few security officers of the company.
My Comment: This week is International Customer Service Week. Back in 1984, the International Customer Service Association proclaimed that the first full week of October would be the official dates of this week-long focus on customer service. This is a worldwide celebration and some great people in Rwanda remind us that the celebration is not only for customers but for employees as well.
(Purple Goldfish) Two years ago Southwest Airlines launched new branding for the airline. It’s snappier, yet still reflective of a colorful Southwest. One thing stands out. The heart is now more prominent in the branding. Perhaps the biggest and most unique reflection of this is a large heart painted on the underbelly of each plane.
My Comment: If you’ve been following this column you will occasionally see me write about what’s happening on the inside of a company is felt on the outside by the customer. Stan Phelps, the author of the “Goldfish” series of books, shares insights from Southwest Airlines. It’s all about creating the right culture!
(Macworld) Danny Meyer is best known as the mastermind behind Shake Shack, the restaurant chain that handily beats In n Out for the best fast food burger in America. (Bold words, yes, and I stand by them.) But he’s also at the forefront of hospitality industry trends, eliminating tipping at most of his restaurants and offering paid parental leave company-wide. Now he’s bringing the Apple Watch into his rebooted Union Square Cafe in Manhattan to level up on customer service in some unexpected ways.
My Comment: Danny Meyer is a successful restaurateur who is known for more than great restaurants, but for some of the best customer/guest service on the planet. He’s constantly trying new ideas and pushing the envelope to achieve better experiences for both his employees and guests. Now he turns to wearable technology (the Apple Watch) to take the guest experience to the next level.
(Provide Support) The key to any business success is building trust and establishing strong relationships with customers as those are the main factors that contribute to customer loyalty and generate more sales. Very often though, we unknowingly create barriers that discourage customers from doing business with us, sometimes simply because we don’t realize they exist.
My Comment: Here is a short article and infographic that shares some common sense reasons why customers don’t like to do business with a company. They are obvious – and that is why it surprises me that any business would be guilty of committing these “crimes against the customer.”
(Tech.Co) Increasing your customer retention by just 5 % can result in a 25% to 90% increase in profit. After all, 20% of your most loyal customers bring your business 80% of profits. The question is – how do you foster customer retention after all?
My Comment: This short article has four simple ideas that can help any business improve its customer retention; social proof, brand messaging, educating versus selling and building meaningful connections. Every company should do all four!
Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com. Connect with Shep on LinkedIn.
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