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. 7 Great Ways to Build Customer Loyalty by Kevin […]
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.
7 Great Ways to Build Customer Loyalty by Kevin Daum
(Inc) Just because you land customers doesn’t mean you’ll keep them. Customer Loyalty Expert Ido Gaver shares seven proven ways to assure repeat business.
My Comment: Here are a few great ideas about creating customer loyalty. It’s not that they are really “new” ideas, but I really like the way they are described and positioned, especially the “Meet the Chef” concept (Number Three). Every company should consider these ideas if they want to create a better customer service experience that turns satisfied customers into loyal customers.
If You Want Great Customer Service, Go to … by Barry Levine
(CMSWire) Earlier this week, we told you Zendesk, a cloud-based customer service platform provider, rated New Zealand, Canada and Norway as the top countries for customer service. Now three new reports from Cambridge, Mass.-based Forrester Research shed more light on the state of global CX.
My Comment: This article has some great commentary about the Zendesk study that rated the best “customer service countries.” It surprises me that the United States ranks as low as it does, especially because so many companies pride themselves on their customer service – or their promise to deliver customer service. It’s worth clicking on the links to see the study and more commentary.
How Small Businesses Can Offer Great Customer Service by Jodi Beuder
(Impact Blog!) Give your small business an edge by following the below tips so that you can offer even better customer service to all of your loyal customers and clients.
My Comment: This article takes us back to the basics, which are the foundation of a great customer service strategy. Even though the focus is on small business, they work for any size company. And, maybe “big business” needs to figure out how to create the “small business” feel when it comes to customer service. It would give them a competitive advantage.
Oh Boy! Disney Bridges the Physical-Digital Divide by Barry Levine
(CMSWire) For decades, The Walt Disney Co. has been bridging the divide between animation and live action, as well as physical and on-screen realities. Now it may be championing ways to bridge the divide between digital and physical retailing.
My Comment: Disney is an amazing company. They have always provided amazing guest experiences that are created through outstanding customer service and memorable interactions throughout the guest’s visits to their theme parks and resorts. They set the standard. And, now they have raised the bar. Their innovative and forward-thinking technology is enhancing the guest’s experience. How do you take great and make it better? Study Disney to find some of the answers.
Who Does Your Brand Talk to in Social Media? by Debbie Laskey
(Debbie Laskey’s Blog) Recently, I was guilty of what many of us are doing more and more these days: I was watching television with my smartphone close at hand. Was I watching a specific TV show or was I reading what people were saying about the show on Twitter? The answer is probably not too surprising, and as a result, advertisers that used to spend their dollars solely on TV are now including Twitter in their ad campaigns.
My Comment: This is a great example of how a company engages customers using Twitter (or any other social media channel) versus just reacting to complaints. The best companies take advantage of social media to offer value, engage, participate in “community” discussions and more.
Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. For information contact (314)692-2200 or www.hyken.com. For information on The Customer Focus™ customer service training programs go to http://www.thecustomerfocus.com. Follow on Twitter: @Hyken
(Copyright ©MMXIV, Shep Hyken)
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