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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. The customer is paying for his experience, not yours. […]
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.
(LinkedIn) How do you create an experience that will retain your customers and attract new ones? Here’s how in just three steps.
My Comment: Sometimes we (or at least some of our employees) have to be reminded that the customer is paying for our services. So, treat them as if they are! It amazes me that some employees either don’t remember – or are acting like they don’t remember!
(Infinit Contact) Customer service has always been one of the most important factors that contribute to the success of a brand or company. However, this concept had been lost for a time to many entrepreneurs and was only brought back to light at the height of digital marketing and the value that social media brings.
My Comment: A short, but excellent, article. A great reminder that customer service is more than just customer service. It’s our brand promise. It’s our best advertisement (when people talk about us). It’s our best marketing!
(Entrepreneur) A chief experience officer (CXO) is an emerging role tasked with looking at that bigger picture. They are uniquely positioned to advocate for your audience(s), ensuring a smooth, seamless experience throughout the customer journey. Given that experience optimization is a key contributor in financial performance, expect to see more and more demand for this critical function
My Comment: The CXO (Chief Experience Officer) is a title that has been growing in popularity over the last few years. I believe that every organization needs a CXO – Even small ones. While a small company may not have the official place or title for a CXO, someone in the company needs to be assigned the same responsibilities.
(Convince & Convert) There may be more, but I believe there are three primary areas where you can exceed expectations, on the road to delivering great customer experiences.
My Comment: Jay Baer is a really smart guy. In this excellent article, he shares three really good ways (He calls them difficult ways.) to not just meet, but exceed expectations.
(Road Warrior Voices) It’s great to know that travelers can use Twitter for customer service, but there are always ways to improve your approach and to better ensure that you’ll receive an answer. Here are a few best practices.
My Comment: This article is for the consumer who wants to get Twitter to get customer support. Yet it is an important read from the company’s perspective. This is how our customers will communicate with us via Twitter. Are we set up to respond and give our customers the service they deserve?
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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