Top 5 Customer Service Articles for the Week of July 28, 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.

CX: It’s Not Rocket Science But it’s Still Hard By Noreen Seebacher 

(CMSWire) Think customer service is a synonym for customer experience? Think again, suggests Alpharetta, Ga.-based customer experience (CX) consultant Jim Bass. “Customer service happens after the sale. Customer experience starts before the sale,” he explained.

My Comment: Some people are still confused about the difference between customer service and customer experience. This article includes a great definition. Also, like the comment that customer service and experience isn’t rocket science. But, that doesn’t mean it’s easy. Simple in theory, yet sometimes difficult to execute – but well worth it!

Do You Guarantee Your Customer Experience? by Annette Franz 

(CX Journey) Should companies offer guarantees for their products and services? Or is the better question, why don’t they?

My Comment: Love this article. Guarantees create confidence and trust. Most companies may not formally guarantee their products or services, however, it is implied. Perhaps more companies should be bolder with their commitment to their customer and state their guarantee upfront.

How Loyal Are Your Clients? by John L Evans Jr.

(Weatlth Management.com) If they are less dedicated to your practice than you’d like, you need to be systemizing WOW practice-wide.

My Comment: Great article on creating customer loyalty. I especially like the idea of “Paying attention when the client (or customer) doesn’t think you are.” And, even though this article is focused on financial advisors, these ideas, tactics and strategies can work for just about any business.

5 Ways to Boost Customer Loyalty, by Chad Brooks

(Business News Daily) With so much competition in today’s marketplace, it can often be a challenge to turn first time customers into repeat customers.

My Comment: Sometimes we need to be reminded of the basics. They really are common sense. This short article includes five reminders of how we can provide a customer service experience that potentially leads to loyalty.

Customer Experience Is The New Battleground, by Josh Linkner

(Forbes)  By delivering a superior customer experience, you’ll set yourself apart. With most of the competitive advantages of the past already commoditized, customer experience is an area that remains largely uncharted and ready for innovation.

My Comment: It used to be that customer experience was based on customer service. Not anymore. The experience is much more than the service after – and even before – the sale. Now it has to do with every aspect of the customer’s touchpoints. Steve Jobs even focused on the packaging, realizing that was an important touchpoint that helped add to the customer’s experience. Well said in this article: A good starting point is to experience your offering from your customer’s perspective – not just the product or service itself but every touchpoint surrounding 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 www.Hyken.com. Connect with Shep on LinkedIn.

(Copyright ©MMXIV, Shep Hyken)