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. 45 Ways to Improve Your Customer Churn Rate by Dev Tandon (TheKiniGroup) Here are 45 […]
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.
45 Ways to Improve Your Customer Churn Rate by Dev Tandon
(TheKiniGroup) Here are 45 different ways for your team to reduce churn, at every step of the customer management process.
My Comment: Losing customers is obviously not a good business strategy. This article lists 45 ways to push down your “customer churn rate.” There is something here for any and every type of business. You’ll find ideas that can be implemented almost immediately and some that will take time. Keep this article nearby and refer to it often.
Customer Retention: 50 Tools to Build the Perfect Customer Experience by Ty Magnin
(Appcues) We’re here to break down 50 of the best customer retention tools around and tell you what makes them special, so that you can choose the best ones for your business.
My Comment: How can you increase customer retention? Read this article. It’s more than a list of ways to boost customer loyalty. This is a list of tools, apps, etc. that will help you do so. I recognize a lot of these apps and look forward to learning about the ones I’ve not heard about before.
Exceeding Customer Expectations Is Nice but Not Necessary by Adam Toperek
(CTS Service Solutions) Let me say it here once and for all: You do not have to exceed customer expectations to deliver great service.
My Comment: Adam Toporek is an author, blogger and all round good guy. In this article he covers why exceeding expectations (an over-the-top customer experience) is not always necessary.
My Comment: As more businesses shift to an online presence (unless they started there), this article will give you some good insight to what customers want and expect.
Listen to Your Employees, Not Just Your Customer by Beth Benjamin
(Harvard Business Review) In 2014, Michael Callahan, then head of customer experience at Hulu, had a mystery on his hands. When the big video streaming service surveyed customers who renewed subscriptions, it discovered, paradoxically, that some customers stayed with Hulu even when they didn’t necessarily have a positive perception of the brand overall.
My Comment: Don’t just listen to your customers, listen to your employees as well. When it comes to delivering an excellent customer experience, just asking the customer for feedback isn’t enough. As this article adeptly points out, asking employees can give you great insight.
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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