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Top 5 Customer Service & CX Articles for the Week of September 26, 2022

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. 15 Qualities You Need To Get A Good Customer Service Job by James Spillane (Business […]

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.

15 Qualities You Need To Get A Good Customer Service Job by James Spillane

(Business 2 Community) Are you interested in getting a customer service job? With countless jobs available, landing a good customer service job isn’t hard. If you have the qualities needed to get the job done, your chances of landing a descent paying job are high. Listed below are 15 qualities that will make you perfect for a job in customer service. Do you have these qualities?

My Comment: This article shares the traits and qualities of those looking for a job in customer service. As I read this, I thought, “This is a list of qualities of the people I would want to hire.” So as you read this, come at it from the other side. Do the people you are considering for the critical job of customer service, and support have these qualities? It’s a list to consider when you want to hire the best.

Are You Using the Right Customer Experience Analytics? by Imogen Sharma

(CMSWire) Gone are the days when a simple survey could tell you everything you need to know about your customer experience. Take a look at the future of CX analytics. Traditionally, decision-makers and marketers have relied on surveys to measure customer success. These customer experience analytics tools are useful — you shouldn’t throw them out the window just yet. However, backward-looking metrics have their downsides. And with large companies deploying the latest technology at speed, those who don’t maintain pace risk getting left behind.

My Comment: I’m often asked which metrics measure customer experience best. It all depends on the type of business, but you can’t go wrong starting with the standards, such as NPS, CSAT, and others. And according to the author of this article, there is more to consider than just customer surveys. It’s possible to get powerful insights by looking at different touchpoints, which include calls, websites, social media, reviews, and more.

Eight Tried-And-True Tips For Creating Effective Customer Retention Emails by Forbes Councils Member

(Forbes) In marketing, attracting new customers is only one half of the equation; businesses must also focus on how to keep those customers once they earn them. Sending customer retention emails is one way to help accomplish this. But simply asking customers to make another purchase likely won’t be effective—and could come off as pushy, which may turn off otherwise interested customers.

My Comment: Email messages are still valuable and powerful, especially when trying to get a customer to come back. The Young Entrepreneur Council (YEC) at Forbes compiled a list of eight customer retention email tips. The goal is to make the customer feel special with what seems like personalized messages and special access to information that is intriguing enough to get customers to stay or come back. Enjoy this list!

The Customer is King – So Treat Him That Way! Tips for Better Customer Service by Report Door

(Report Door) There’s no doubt that as a business, it’s important to provide great customer service. After all, if your customers are happy, you’re doing something right. And while there are many things you can do to improve your customer service efforts, this post outlines the top tips for making customer service great. From listening carefully to your customers to responding quickly and effectively, these tips will help you provide the best possible experience for your customers. So go ahead – treat your customers royally!

My Comment: Let’s get back to basics with a list of essential common-sense customer service tips that get your customers to say, “I’ll be back!” While there’s nothing new here, you’ll be reminded of what’s important. Whether you believe the customer is King (or Queen) doesn’t matter. All customers deserve to be treated with respect and dignity. This list is a great place to start.

How Amazon, Costco, Home Depot and Intuit Build Customer Loyalty by Prasad Sangameshwaran

(ET BrandEquity) Fred Reichheld is a Bain Fellow and founder of the consulting giant Bain and Company’s loyalty practice. In the second part of this interview series with ETBrandEquity, Reichheld, who believes that the power of referrals is underrated and often ignored by companies, says that it’s going to be a huge area of focus in his research the next 5-10 years. He also points out what successful companies like Amazon, Costco and Intuit are doing in their respective industries to build high customer loyalty.

My Comment: I’ve saved the best for last in this week’s Top Five roundup. This article is the second part of a series where Fred Reichheld, the creator of NPS (Net Promotor Score), shares his ideas on how to create loyalty. After reading this, I urge you to read Part One and be on the lookout for Part Three. I’m not going to share any more details about the article. Just the words “Fred Reichheld” should be enough to make you want to read it.

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 Connect with Shep on LinkedIn.

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