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5 Top Customer Service Articles For the Week of February 13, 2017

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 Customer is Always Right by Richard Shapiro

(TCFCR) “The customer is always right” is a mantra urging service staff to give high priority to customer satisfaction.  The slogan was popularized by pioneer successful retailers like Harry Gordon Selfridge, John Wanamaker and Marshall Field. They thought that customer complaints should be treated seriously so customers did not feel cheated or deceived.

My Comment: Is the customer really right? Is it just a cliché? Turns out that most of the time the customer is right. However, many companies create systems and policies for the very few that aren’t right, penalizing the honest and “right” customers. This article has an interesting take on that old saying that we’ve all known for years. By the way, my take on this is that the customer is NOT always right, but they are ALWAYS the customer. So, if they are wrong, let them be wrong with respect.

Top 10 Customer Service Trends for 2017 [Whitepaper] by Daniela Puzzo 

(Fonolo) This whitepaper examines 10 customer service trends that will dramatically affect the success of your support team in 2017.

My Comment: I love a good list of trends. Here are five of ten trends in customer service we all need to pay attention to. And, to get the other five you’ll have to download the full report. Well worth it! By the way, my favorite of the first five is number four, which is to create a personalized service experience. This concept is one of the most important concepts today.

3 Critical Questions Customer Success Executives Need to Answer by Bob Hayes

(Appuri) Customer Success is the function in a company that manages the relationship it has with its customers to ensure the customers receive value from the product or solution. Customer Success is about making customers as profitable and productive as possible.

My Comment: The concept of “Customer Success” has become a popular concept, and is becoming a competitive differentiator. Done well, the customer feels valued and has a higher level of confidence that they made the right choice to do business with the company. This article has a number of concepts to help integrate an effective customer success program.

Here’s how tech can help with consumer loyalty by Adam Croxen

(Tech City News) When you’re a cash-strapped startup, increasing customer loyalty, then, is a no brainer. Luckily, there’s a range of technology that can be used to improve customer experience and increase loyalty.

My Comment: Customer loyalty programs have come a long way. A customer no longer has to carry a card that is punched or handed to the salesperson to get their rewards points. Technology has made loyalty programs more effective and easier on both the customer and the company. I especially appreciate the final comment which takes the focus off of the loyalty program and emphasizes the importance of an overall great customer experience.

Where Do Human Emotions Fit in the Customer Experience? by Vitaliy Verbenko

(CustomerThink) Just like people, few are liked or trusted. And among those, even fewer are able to transcend emotional barriers. So just like successful people – successful brands are able to capitalize on different customer motivators and cater directly to them.
My Comment: You can’t have customer loyalty without some type of emotional connection. After all, loyalty is an emotion. This article focuses on how an emotional connection with a customer is an important step toward loyalty. This is backed up by a Harvard Business review article that reveals that emotionally connected customers are 25-100% more valuable than just highly satisfied customers. A good – and important – lesson for all of us.
Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. For information contact or www.hyken.com. For information on The Customer Focus™ customer service training programs go to www.thecustomerfocus.com. Follow on Twitter: @Hyken





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