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. Customer Service Teams Are a Brand’s Best Ambassadors by Patti Crume (SmartBrief) Frontline service employees […]
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.
(SmartBrief) Frontline service employees are often a consumer’s first human interaction with a company. They can even be someone’s first real impression, eclipsing marketing materials. After all, customers make buying decisions based on their experiences, so no matter what originally attracted them, their customer service interactions can dictate loyalty or loss.
My Comment: The customer service/support team may be the wrong name for a department that is on the front line, answering questions, dealing with complaints, and ensuring the customer’s problems are taken care of. These people are the brand ambassadors who get customers to buy more and say, “I’ll be back.”
(Linkedin Pulse) The Ritz-Carlton Hotel Company carries an experience excellence mystique. Inspired by the company’s namesake, Cesar Ritz (who said “the customer is always right”), the brand continues to be synonymous with luxurious and nurturing guest experiences. So let’s explore five lessons on fostering service excellence and elevated experiences.
My Comment: Joseph Michelli is no stranger to this column. He is a bestselling author who specializes in teaching us how some of the most iconic brands deliver amazing customer experiences. This time he shares some of the lessons he learned from the Ritz-Carlton. Want to “deliver delight” to your customers? Start by reading this article.
(Entrepreneur) In a competitive market, neglecting existing customers puts you in a position to lose them to your rivals. Here is how you can earn and boost repeat sales to keep both new and existing customers coming back for more.
My Comment: Repeat customers are gold. They buy more, spend more when they buy, and eventually can become a loyal customer. And (in most businesses) it’s less expensive to keep a customer than to keep bringing in new ones. Here you will find seven ways to help you to get your customers to say, “I’ll be back!”
(Destination CRM) In a new report, HBR found that while 88 percent of global business leaders recognize that customer engagement has a significant impact on their organizations’ bottom line. and 92 percent view effective customer engagement as very or extremely critical to their organizations’ success, only 9 percent say they have excellent engagement today. What’s more, less than half are investing in new or improved customer engagement technologies, and only 40 percent say they are effectively using data to send customers the right message at the right time via the right channel.
My Comment: It often surprises me that more companies don’t focus on customer service, customer experience, and customer engagement. This is what makes customers want to do business with you. This article features some compelling Harvard Business Review (HBR) information. Pay attention to the second paragraph, which includes the stats and facts that make the case.
(CMSWire) The digital experience is not keeping up with the needs of B2B buyers and customers. They want B2C-like experiences. Can you deliver? Customer experience is about designing the right experience, actively working to understand customer needs before they tell you, and supporting the back-end processes and employees who deliver those experiences.
My Comment: The digital experience is not just for B2C companies. Today, B2B companies must also deliver a digital experience that meets and exceeds their customers’ needs. Jeannie Walters, customer experience expert, shares the how and why behind the changing B2B customer expectations that are starting to look more and more like the expectations of the B2C customer.
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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