Each week I read many 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. 7 Techniques That Are Key to Customer Retention Today by John Hall (Inc. Magazine) It’s […]
Each week I read many 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.
(Inc. Magazine) It’s a business axiom that holding on to existing customers is more lucrative than acquiring new ones. These 7 techniques will make it as easily done as said.
My Comment: Returning customers are more profitable, not just because they return. Because they spend more on average per visit than one-time or once-in-a-while customers. And a repeat customer could mean a loyal customer, someone who not only returns but also evangelizes your brand or company. John Hall is a marketing and CX expert, and he shares seven ways to get customers to come back. Pay close attention to the first tip, which is proactive customer service. This is one of my favorite ways to create confidence and trust with a customer.
(The Wise Marketer) Over their lifetime, customers will spend a certain amount on a company’s goods or services, which is referred to as their customer lifetime value (CLV). Increasing their CLV, meaning keeping your existing customers happy, is an essential strategy for any business.
My Comment: As long as we’re talking about customer retention, let’s talk about lifetime value. And is it a coincidence that this article also has seven tips? Seriously, repeat customers spend 67% more than new customers. That number should be enough of an incentive that motivates you to provide an experience that gets them to come back. The article includes an infographic that summarizes the points.
(Tidio) It is clear that you can’t have happy customers without offering amazing support. Period. But which customer service skills translate into great customer service experiences? Is good service more than solving a customer’s issue?
My Comment: I’m trying to stay with a theme of “Seven” this week. We’ve had seven tips for retention, seven tips to lifetime value. Now it’s time for not seven, but seventeen customer service skills tips! This is a very robust article, with lots of great content. There’s something here for everyone.
(CustomerThink) Did you know that returning customers spend around 70% more money on products when compared to first-time customers? Customer loyalty is customers’ likelihood of doing repeat business with your company, which is crucial to create a successful business.
My Comment: Another article with seven tips, and this one focuses on loyalty. If you go back to John Hall’s article (Top Five #1 this week), his focus is on retention, which is very similar to loyalty. However, these tips are different. It starts with something pretty simple, yet powerful: Give Exceptional Customer Service. Sounds like common sense, but we all know from our own experiences that it’s not as common as it should be.
(Helpware) A+ customer service is paramount to any successful business. However, most businesses do not have a concrete plan on how to achieve top-notch customer service, which is why we decided to provide you with eight “must-haves” if you want to provide outstanding service to your customers. We call it the “Customer Service Bill of Rights.”
My Comment: Before you say, “Shep, there are eight tips here, not seven,” you’ll have to read the article. While the title has “8 Rules,” there is an infographic at the end of the article titled The Customer Service Manifesto, and it includes, you guessed it, SEVEN steps to win over customers and clients.
Shep Hyken is a customer service expert, professional speaker, and New York Times bestselling business author. Go to The Customer Focus™ to learn more about our customer service training programs. Follow on Twitter: @Hyken
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