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.
(Team Support) Feedback matters in the customer-centric era of business we work in. Whether it’s a customer telling your CEO that an agent did a great job or giving them a “negative” face after a chat session, there are many ways companies can receive feedback about their business.
My Comment: Ratings are important, and for more reasons you might think. While ratings are important to validate the company is doing a good job and public ratings help sell, there is more. Ratings can actually help attract good employees.
7 Ways to Retain Customers’ Trust and Build Up Brand Loyalty by Mike Kappel
(Business2Community) Trust can make or break the success of your business. How do you retain customers’ trust?
My Comment: If you’ve been following this recap on a regular basis, then you know I like lists. Lists are usually about “how to’s.” Well, here is a list to remind us of some of the basic tactics in customer service. If you want loyal customers, here are some reminders (seven of them) about how to go about it.
(Entrepreneur India) 70% cent of consumers expects a personalized experience from brands and a mobile app is the perfect way to personalize communications with your customers.
My Comment: Does your business have an app? If not, here are some compelling reasons to have one. And, even though the emphasis of the article is on small businesses, this can work for any type of business. An app can enhance customer engagement customers, create a personalized experience and influence loyalty.
How Customer Service Needs to Evolve in the Subscription Economy by Wendy Shlensky
(CustomerThink) Customer service is a true differentiator in today’s ever-growing subscription economy. What started with newspaper and magazines has now evolved to real-time, contextual and personalized product ownership experiences.
My Comment: The subscription model is important to virtually any business. For many organizations and industries, this is a new way to think in terms of sales, loyal customers and more. Here’s a great article to remind us of the basics of the subscription model, why it works, and how it can work for you.
(Inc.) Customer success is limited when that person’s challenges are compartmentalized.
My Comment: Here is a story about a high-school principal that put a free laundromat in the school for the benefit of the students. Even though it’s a high school, and the “customers” are his students, it is a great story about how to think about the perks we give our employees.
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