TOP CUSTOMER SERVICE AND BUSINESS ARTICLES 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. 10 Ways Amazon Has Changed Customer Service in 20 […]
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.
10 Ways Amazon Has Changed Customer Service in 20 Years by Maria Minsker
(Smart Customer Service) Here are 10 ways that Amazon has transformed customer service.
My Comment: Amazon has become one of the customer service legends. Even though they are an online business, there are many lessons that any type of business can learn from them. This article highlights just ten of those lessons.
NEW REPORT: 98% of U.S. Consumers Say Customer Service is Important in Choice of, Loyalty to Brands by Tricia Morris
(Parature) As customer service and the overall customer experience become key differentiators for brands and organizations across all industries, it has never been more important to know as much as you can about your customers and their expectations for service and engagement across channels.
My Comment: This short article highlights some of the findings in the recent customer service study published by Microsoft Dynamics CRM and Parature. The report addresses the customers’ top frustrations, what channels they are using to connect with a company and much more. Download the report today. A definite “must read.”
Millennials skip traditional customer service for online troubleshooting by Lauren Brousell
(CIO) Waiting on hold for customer service is mostly a thing of the past. Millennials are increasingly looking to online searches, live chat and social media to troubleshoot technical issues, and both Gen X-ers and Boomers are following suit.
My Comment: Online and social customer service are thriving. It’s not that traditional customer service from a call center is dead. It’s not. There should always (at least at this point in time) be a fallback to connect with a human. But more and more customers, especially millennials like alternative channels – and self-help solutions. Great article on how some of our customers’ support “habits” are changing.
United Airlines: Great Customer Service in the Midst of A Crisis by Dan Gingiss
(Social Media Today) For anyone who works in social media, it’s the biggest nightmare imaginable: computer systems are down, service is disrupted, and customers are angry. Yet that’s exactly what happened to United Airlines on July 8 when a “router issue” affected “network connectivity,” according to a company statement.
My Comment: Another excellent case study about how to properly handle a customer service crisis. It’s nice to see it handled so well, especially by an airline. While I’m sure many of the passengers were upset and angry, they still provided a textbook example reminds us what to do in these types of situations. Acknowledge the problem immediately. Apologize for it. Tell us how it will be fixed. And do it fast. And through it all, (Bluenose) communicate! Keep the customers/passengers in the know!
10 Customer Experience Mistakes You Need to Avoid by Catherine Blackmore
(Bluenose) it can’t be just one team that secures customers for life…it is the entire company. It’s the overall experience that matters most.
My Comment: Sometimes knowing what not to do is the best lesson in knowing what you should be doing. In this outstanding article Catherine Blackmore shares some of the top mistakes companies make in their quest to provide a better customer experience.
Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com. Connect with Shep on LinkedIn.
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