TOP 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. 30 smartest customer service moves by Customer Thermometer (Customer […]
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 Thermometer) To help you on your way, we’ve collated 30 of the smartest customer service “moves” and ideas around. If you want to improve your customer retention, boost your positive word of mouth or are just looking for a few new customer service ideas, we’ve got you covered.
My Comment: I love articles that list customer service tips and there are 30 great ones here. There is something here for everyone in any business. Thank you for compiling these ideas, strategies and tactics.
(news.com.au) AN ELITE group of restaurateurs and professional foodies met in New York this week to focus on mastering the art of hospitality.
My Comment: Even though this great article seems to be focused on the restaurant business, there are a few ideas that any and every business might want to consider. Using Google to learn more about customers that are coming in for dinner is a great idea that can used in any business. We actually set Google Alerts for some of our best customers. Pampering the kids is more about recognizing that others in the company (or family) might have influence.
(USA Today) So how do you make sure that you create that all important great first impression? Here are a few ways.
My Comment: The “First Impression” is such a simple interaction to manage, why blow it. Simply put, the first impression is what sets the tone for whatever interaction is to follow. And, as this article points out, the first impression may set the tone for a loyal relationship.
(CMSWire) If you want to learn about customer experience, forget the next overhyped, overcrowded, tech-focused conference. Just eat at Joe’s in Savannah, Ga.
My Comment: What happens when you combine a great product, great customer service and social media? An amazing customer experience. Great insights from a small business that plays on a pretty big field; and wins.
(Survey Monkey) According to Buckingham and Coffman, the four levels of customer expectation are accuracy, availability, partnership, and advice. And the book’s authors say that companies that measure these sequential levels will have a better understanding of what their customers really want beyond a mere product or service transaction. Here’s a breakdown of the four expectations.
My Comment: Customer service doesn’t have to be rocket science. It’s common sense that unfortunately, isn’t so common. Gallup has identified four essentials to making your customers happy, and I doubt that anyone would disagree.
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)
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