TOP CUSTOMER SERVICE AND BUSINESS ARTICLES
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.
Championship Hiring by Jim Canterucci
(Jim Canterucci) Whatever the process for hiring you can certainly control how the interview process goes. The candidate may need to meet with HR first, but the interview process where the decision is made should be controlled by you.
My Comment: It’s simple – You can’t have the right culture without the right people, and it starts with hiring. This is especially true for a customer-focused culture. This article shares some good, common sense hiring techniques. And, be sure to take the time to watch the five minute video.
Implementing Customer Experience as an Organizational Value by Pete Kinser
(UX Magazine) Bringing customer-centered thinking into an organization is about more than just proclaiming that you’re focused on customer experience.
My Comment: Some say that customer service is a promise. Others say it’s a brand. This article positions it as an organizational value. Makes great sense, and I appreciate the eight steps that make the concept actionable.
(HubSpot) There are quite a few counterintuitive truths that can make or break how your customers feel about your service. Below are five surprising data points on what people really expect out of “good” customer service.
My Comment: The five studies summarized in this article may make you rethink, or at least tweak your company’s customer service strategy. My favorite is speedy service versus empathetic service. I’ve always preached that speed doesn’t mean that you push a client (or customer) quickly through the process. Instead you push the customer quickly to the process. In other words, shorter wait times, quicker lines and faster response time.
The Definitive Guide To Maximizing Your Survey Response Rate by Adam Ramshaw
(Run Our Survey) To max out your customer satisfaction survey response rate is not difficult but you do need to focus on the detail. With just a few small changes you can more than double the number of survey responses so its’ worth sweating the details.
My Comment: If you survey your customers – or are thinking of surveying your customers – then this is must-read information. Outstanding article on best practices for improving response rate and more!
10 Customer Influencers to Learn From Today by Mike Schoultz
(Digital Spark Marketing) A differentiated customer influencer is critical for business success. Companies that consistently provide the best ones are most often the most successful.
My Comment: I like this list! Why would a customer buy from you instead of the competition? This list of ten “customer influencers” are what can help drive repeat business, word-of-mouth marketing and ultimately customer loyalty. I might add accountability and predictability to the list to make it an even dozen.
Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. For information contact (314)692-2200 or www.hyken.com. For information on The Customer Focus™ customer service training programs go to www.thecustomerfocus.com. Follow on Twitter: @Hyken