Top 5 Customer Service Articles for the Week of July 21, 2014

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.

Customer Experience, The ‘Now’ Marketing Tool? by Ron Wince

(Media Post) From retail to wholesale, from healthcare to housing, how we do business has changed. Today’s consumers are not only looking for the most attractive product or service, but also the best experience. Companies that don’t create a memorable, positive and meaningful personal experience will surely risk extinction.

My Comment: Here are some of the secrets to delivering an amazing customer experience; listen to the customer, study other industries, train everyone and connect versus transact. These concepts are some of the best marketing strategies that lead to not just loyal customers, but customer evangelists.

Your Customers – Or Your Best Friends? by David Roe

(CMSWire) How many best friends do you have among your customers? Do your customers consider your company to be among their best friends? If the answer to these questions is no, then it might be time to make some changes.

My Comment: This is an interesting concept; how a business can earn “best friend status” with a customer. People will answer the phone, email, text, etc. their best friends. They trust friends’ suggestions. I guess the question we ask ourselves is, “How close are we to best friend status with our customers?”

4 STAGES OF THE CUSTOMER EXPERIENCE JOURNEY: REAL-LIFE LESSONS IN RETAIL by Flavio Martins

(WinTheCustomer) Your customer experience journey can be judged on the effectiveness of discovery, engagement, usage and persuasion.

My Comment: This article is a fascinating look at four steps of customer experience. It also links to sales. The steps leading to the final step, “usage,” is exactly what a customer experiences through the sales process. The experience will continue with usage, and that can include support, follow up, etc. And if all goes well, the experience is repeated, as the customer comes back and does business again (and again).

How to talk to your customers in 6 easy steps by Alice Default

(Front) So how to make sure that you’re always spot-on with your customer support? I read this really great article by Patrick Hull recently about why you should talk to your customers and he makes this awesome analogy: talking to your customers is just like going on your 1st date. You need to be on top of your game at all time because it’s all about that first impression you make on them.

My Comment: The very first speech I delivered – over 30 years ago – was part of a theme; Back to Basics. This is a type of basic, but important, information that every employee must know and use.

5 Creative Ways to Improve the Client Experience by Al Pangan

(Infinit Contact) And while most businesses think that creating positive customer experience takes a tremendous amount of work, the truth is it only takes a few minutes or a simple gesture to make a customer experience an outstanding one.

My Comment: There is a big difference between a satisfied customer and a loyal customer. The goal is to create a customer experience that moves the dial toward loyalty and repeat business. The five points made in this article can help any business achieve a better customer experience.

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.