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5 Top Customer Service Articles For the Week of January 16, 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.

5 Stages to Building Customer Loyalty by Melissa Gonzalez

(IBM) As a digital marketer, it’s important to remember that a long-lasting customer relationship takes time and trust; and trust takes a lifetime to build and a second to break.

My Comment: Customer loyalty doesn’t happen immediately. There are various “stages” that the customer goes through before he or she says, “I want to come back.” This article presents the case that customers go through five specific stages that lead them to loyalty. And, while the article focuses on B2C, the stages can be found in any business relationship.

4 Ways to Increase Customer Loyalty Now and for the Long Haul by Heike Young

(Salesforce) Lasting businesses are built on customer retention. But today, consumers are more connected, distracted, and informed than ever before. So the margin for error for crafting long-term customer relationships is razor-thin. Want evidence? Consider these stats from new research.

My Comment: Here is another list (short – just four ideas) about customer loyalty. Number two jumped out at me: “Think like a movie director and plan for the ending.” What do you want your customer to experience? At the end of their experience, you want your customers to say, “I want to come back for the sequel.”

5 Key Customer Experience Trends for 2017 by Donna Peeples

(Huffington Post) In the spirit of the New Year, here are my top 5 customer experience predictions and trends for 2017.

My Comment: Here is a list of five powerful trends impacting customer experience. From chatbots to staying with the basics, there is something on this list that is relevant to any business in any industry.

How Dwyer Group Leveraged Values to Build a Billion-Dollar Company by Kevin Daum
(Inc.) Lots of companies post values. This one turned them into more than $1.4 billion in sales.
My Comment: If you’ve been following me you know I believe that what is happening on the inside of an organization is felt on the outside by the customer. The way employees (internal customers) are treated and respected has a direct impact on their job satisfaction, how they engage with each other and how they engage with the customer. It starts with creating values that everyone can align with. The Dwyer Group, led by Dina Dwyer, is a case study on how to build a culture that positively impacts both employees and customers – and the success it can bring to a company.

5 Customer Retention Marketing Tips with an Artificial Intelligence Twist by Tara Thomas

(Boomtrain) Building a great product and making it easy to use seems like the recipe for happy, loyal customers. Sadly, that isn’t always the case. Apart from these two essential factors, you need to delight customers, monitor their issues and be aware of problems before they appear.
My Comment: Artificial Intelligence is a hot topic. As it is becoming a popular tool for customer service I’m always interested in reading articles that are easy to understand and show how and why it is an effective tool This article does just that, sharing five tips on how AI can help build customer retention and loyalty.


Experts Share Their Top Choice for 2017 Contact Center Technology 

(TechSee) To help you figure out what path to take when investing in the future of customer support, we’ve rounded up nine top experts in Customer Service and asked them each the same question.

My Comment: If you run a support center you’ll want to read this article. Hagai Shaham has put together a list of experts (Myself included – thank you Hagai!) that answers the question: If you had a limited budget and could introduce only one new disruptive CS technology into your contact center what would that solution be, and why?

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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