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.
(Forbes) These companies make customer service a crucial part of their culture, and it shows with rave reviews and happy customers.
My Comment: In honor of Customer Service Week, which just ended on Friday, here is a great article by my friend, Blake Morgan, who shares how ten companies (some/most of them you will recognize) deliver consistently amazing service.
Customer Service Inspiration from my Bookshelf by Jeremy Watkin
(ICMI) Can we all acknowledge that customer service is a hard job? Whether we’re working at a great company with a great product and customer experience or we’re getting abused all day, every day supporting a flawed product, customer service is taxing work and requires regular appreciation and inspiration.
My Comment: Jeremy Watkin is the Director of Customer Experience for a call center, so he knows a thing or two about service and experience. He has a library of customer service books, and in this article shares some of the quotes and ideas he underlined. Great information that will make you think and give you inspiration. (And, I’m honored Jeremy included one of my quotes in this list.)
(Relay) Improving customer retention requires looking at the customer lifecycle as a whole and searching for ways to optimize each stage. Let’s take a closer look at how you can achieve this with specific tactics and strategies.
My Comment: Here’s a great line: “Every customer interaction impacts customer retention.” Even what happens after the sale is made. This article includes nine tips for ways to manage the experience after the customer makes payment.
(9to5 Mac) Apple has taken the top slot in the Interbrand Best Global Brands list for the sixth consecutive year. It came out ahead of Google at #2 and Amazon at #3. The rest of the top 10 was rounded out with Microsoft, Coca-Cola, Samsung, Toyota, Mercedes, Facebook and McDonalds.
My Comment: For the sixth consecutive year, Apple takes the top spot in the Interbrand Best Global Brands list. And how did they do it? Out of ten criteria, they stood out in three areas: engagement, differentiation and consistency. While we may not be Apple, we can still learn from them. How can we be more engaging, stand out as different and deliver a consistent experience?
(HRD) We’re on the brink of the mass transformation of customer service as we know it. Shrinking borders and smartphones mean that we’re more mobile than ever – and we want the immediacy that comes with it. But certainly not at the expense of quality care and assistance.
My Comment: Delivering excellent customer service starts on the inside. Here are six tips that start with making sure the right people are on board. From there you onboard them into the culture, properly train them, and… well, you’ll have to read the article to find out. Good common sense tips to create a customer-focused culture.
Top Five Bonus
10 Quotes That Will Inspire Your Customer Service Team by Christa Heibel
(LinkedIn) In honor of National Customer Service week, we did a round up of 10 quotes that will inspire your customer service team! Please share these quotes with them this week and let them know how important they are to the success of your company.
My Comment: Let’s close this Top Five roundup with ten quotes to inspire people to higher levels of customer service. Here you’ll find inspiration from Steve Jobs, Bill Gates, Mahatma Gandhi and Richard Branson. And, somehow I ended up on this list. My suggestion is to shares these, one at a time (once a week), with your entire organization.
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