Each week I read a number of customer service and customer experience articles from various 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.
Crazy Ideas About Customer Service You Would Like To Try Again by Guy Sheetrit
(Business 2 Community) Customer satisfaction is a great way to boost your business and if you have never considered it a priority, it is never too late to begin. If you also feel you have been getting it wrong all along, despite your efforts, you can always change the approach and try again.
My Comment: The title implies some of these customer service ideas are crazy. Maybe they are a little different and even “old school.” But, as the saying goes… everything old is new again. Try some of these ideas, old and new, and you may build an even better relationship with your customers. And, that’s not crazy at all!
How To Build A Brand: 14 Effective Strategies To Improve Customer Experience by Forbes Communications Council
(Forbes) It’s important to make that first impression count. But not all customer experience (CX) strategies are created equal. Which are the most effective for garnering positive audience attention and keeping it?
My Comment: The Forbes Communication Council has put together a list of 14 strategies that use CX to build a brand. This is a list that will make you think – and I’m sure will generate an idea or two to help your brand. My favorites are number five and eight, which both focus on employees.
(Forbes) My experience is far from unique: Customers get mistreated all the time in all kinds of ways. People who have no business working in customer-facing roles mishandle situations that are brought to their attention, and everyone loses. When one of your customers is dissatisfied, the only winner is your competitor.
My Comment: Here’s an interesting concept: Customers accept mistakes, not bad service. This is just one of three strong ideas in this article on how to avoid bad customer service. A short, but informative read.
7 Powerful Customer Service Phrases You Need to Use by Josh Carlyle
(Qminder) Here are 7 powerful customer service phrases that can support your interaction with customers.
My Comment: Sometimes good “old fashioned” customer service is all about the words we use. Phrases like “thank you” and “happy to help” seem like common sense, but every day I get messages on Facebook, Twitter, etc. from people who complain that simple things like a “thank you” seem to be less and less common. Whether that is the case or not, these phrases are sure to help customers feel appreciated and heard.
(SmartCompany) For startup founders, passion for your business comes naturally. But customer service? Sometimes, not so much. While it is easy to obsess over every product or service feature, businesses need to prioritize building relationships with their customers from day one.
My Comment: 2019 is just around the corner, and maybe it’s time to re-focus some efforts on your customer service. Our friends at Zendesk have penned an article with several ideas that will help improve your CX. Here’s a good one: Know what makes your customers happy and what makes them angry. (Sometimes the obvious is not so obvious.)
Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. For information on The Customer Focus™ customer service training programs go to www.TheCustomerFocus.com. Follow on Twitter: @Hyken