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.
(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.
(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.
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