Each week I read a number of customer service and experience 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.
6 Ways Social Media Can Help Build Customer Loyalty [Infographic] by Hospitality Net
(Hospitality Net) Now that we live in the digital age, it is only important to take advantage of new platforms to expand operations and boost business growth. And while it’s true that websites and social media are all effective as a platform for promoting products and services online, it is also important to use these channels to strengthen one of the most important aspects of the business: customer loyalty.
My Comment: It’s hard to believe how many companies are still not using social media to help with their marketing and customer support. This article breaks down several ideas that any company in any industry can take advantage of. Following the short article is an “infographic” that illustrates the same information. So, if you’re not using social media to support your customers, read this article. And, if you are, read it anyway!
10 Tactics For Great Customer Service by Cheryl Rosen
(TravelMarket Report) Here are 10 tips to take your customer service to the next level and keep your customers not just satisfied, but coming back.
My Comment: One of the amazing speakers on our team at Shepard Presentations, Buddy Rice, was one of the keynote speakers at the TravelMarketPlace in Toronto last week. This article is a recap of his top ten points, all focused on customer service. And, you don’t have to be in the travel industry to appreciate and implement these ideas. These are “universal truths.”
Customer service tip: Check your light bulbs by George Aveling
(George Aveling) Most customer service training courses teach the importance of “doing the little extra things” to create a happy customer. This article focuses on the other end of the scale – getting the basics right to avoid customers losing trust and confidence in your company.
My Comment: George Aveling sent me his latest blog post – all the way from Kuala Lumpur. The focus of this article is about trust and managing the details. George tells a short story about how a burnt out lightbulb can erode trust and confidence. A quick and entertaining read that makes a strong point.
(Harvard Business Review) The world has more data than ever before. In fact, it’s estimated that by 2020, we’ll produce 44 zettabytes every day. That’s equal to 44 trillion gigabytes. One gigabyte can hold the contents of enough books to cover a 30-foot-long shelf. Multiply that by 44 trillion. That’s a lot of data — too much for most companies to process. And yet front-line employees are still often left operating with data that’s “too little, too late.”
My Comment: The problem with Big Data is that it’s always been… so big! Too much data makes it hard and confusing to know what is the important data that will enhance the customer experience. Thanks to AI (Artificial Intelligence), a machine can now do the heavy lifting – combing through huge amounts of data and only using what is relevant.
(CustomerThink) Getting consumers to make a purchase from your company is the first step to transforming them to into customers. Once someone is a customer, you need to establish a relationship to retain their business long-term. Satisfied customer retention is the key to moving from good selling to great selling as a business.
My Comment: If you’ve been reading my weekly round-ups for any length of time, you’ll notice that I like articles that have lists. Well, here is a great list of seven ways to build long-term relationships with your customers. You will probably say these are common sense. If so, then why aren’t more companies doing them?