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.
Pizza store employee makes 225-mile delivery to man on hospice by Brad Devereaux
(Kalamazoo News) For Julie Morgan and Rich Morgan of Indianapolis, it was the nice gesture that came with two pizzas delivered from their favorite pizzeria soon after they learned that Rich would enter hospice care, that made their day.
My Comment: Let’s start this week’s “Top Five” list with an article that will make you smile. This is one of those “above and beyond” types of stories that will remind you of what’s really important.
(G2 Crowd)Facebook may be for social connections between families and friends, but its Messenger platform is home to over 300,000 customer service, marketing, and sales chatbots – and this number isn’t slowing down anytime soon.
My Comment: I’m not saying that this article is everything you wanted to know about chatbots, but it is a good place to start. Facebook Messenger is becoming a great customer support channel, and more than 300,000 companies are on it with their chatbots as the first line of customer service. In addition, there are several other great examples to give you some chatbot clarity.
Millennials vs Gen Z: How Their Customer Care Preferences Compare by Guthrie-Jensen Consultants
My Comment: Millennials seem to get a lot of attention these days. Well, the new generation, right behind Millennials is Gen Z. The oldest Gen Z’ers are just graduating, while the younger ones are in their teens. They have distinct differences in their shopping habits and how they view customer care. Check out this article/infographic to learn more.
How to Rebuild Trust Among Dissatisfied Customers by Jared Cornell
(Joseph Michelli Blog) Customers’ experience cogently affects a brand’s reputation in the market. According to Vision Critical, 80% of customers won’t buy from companies with negative reviews. This means that a mutually satisfactory relationship with customers is a vital element of every growing business.
My Comment: When you have a dissatisfied customer with a complaint or a problem, the goal is to not just fix it, but also to restore the customer’s confidence. This short article takes you through five steps to restore the trust you might lose with an unhappy customer.
Inspiring Customer Service Advice in Less than 280 Characters by Samantha Mehra
(Fonolo) If you want to be inspired, invigorated, and ready for anything, read on and soak in the quick’n’dirty advice from CS and CX professionals and enthusiasts.
My Comment: There’s a lot of wisdom in a tweet – under 280 characters. Our friends at Fonolo share ten of their favorite tweets with sage advice from people like Steve Jobs, Bill Gates, Set Godin and others who you may or may not recognize. You’ll find some great conversation starters for your next team meeting.
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