Top 5 Customer Service Articles For the Week of October 1, 2012

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.omment about each article and would like to hear what you think too.

Honda car service experience shows how CRM and CEM can coexist nicely by Bob Thompson

(CustomerThink) Here’s what happened with my total service experience, including my grade on each moment of truth. CRM and CEM can indeed work together!

My Comment: When people read your this article they should recognize that it broke down the  main “touch points” that are experienced at your auto dealership. This type of thinking (and rating system) can be applied to virtually any business. That you had problems with the online part of the experience confirms an important point that all companies with an online presence must consider: The online experience must be a reflection of the people-to-people experience. Otherwise, it potentially erodes the brand.

Get the Most Out of Customer Conversations by Geoffrey James

(Inc) Try this simple 10-step plan to discovering customers’ needs and providing solutions that get you sales.

My Comment: Geoffrey, you have done it again with another great list. This list will potentially take the relationship you have with a customer to the level of partnership. When you can assess the customer’s issues and help them solve their problems, needs, etc., you create a confidence that can lead to loyalty, and eventually partnership.

Online Customer Service: Treat Negative Comments as Learning Opportunities by Marsha Collier

(Marsha Collier’s Musings) Even though we’d all like to think that our businesses and products only get glowing reviews on the web, in reality, that isn’t always the case. It’s
possible your business or product may be mentioned negatively in a blog or on a review site, and it’s highly likely that negative post or comment will be authored by an unhappy customer.

My Comment: Great article on the importance of monitoring your customers’ comments online.  The five tips to remember about online feedback are the starting point for every
company’s online/social media customer service strategies.

Do You Trust Your Customer Survey Results? by Bain Insights

(Forbes) Few questions reveal as much about the customer experience as: “How likely are you to recommend this company’s services to a friend?”

My Comment: When Fred Reichheld and Rob Markey write about the Net Promoter Score, pay attention. It’s easy to get bad data if the sample size is not large enough. The seven concepts in the article should help companies get customer feedback that is accurate. The next step is to use the data. Once you have good information, use it to improve the customer experience, which will help create loyal customers and, ultimately, enhance your bottom line.

Is your customer service at the heart of a virtuous circle? by very best service

(verygoodservice) The growth of social media and viral propagation remind us everyday of the positives of a virtuous circle.

My Comment: This very interesting blog typically has a short question and a response about how you or your company handles their customer service. Worth a quick read. You may find a great question ask and discuss with your employees, leadership team, etc.

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.

(Copyright ©MMXII, Shep Hyken)