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. Get Your Executives to Invest in Social Customer Service by Jaclyn Fu (Conversocial) To deliver a […]
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.
Get Your Executives to Invest in Social Customer Service by Jaclyn Fu
(Conversocial) To deliver a socially mature customer care strategy, there must be both Investment and Innovation. This chapter focuses on insights and practical tools you can use to demonstrate social care ROI and build the business case you need to propel your efforts to the next level.
My Comment: Social (media) customer service/care is a hot topic. Yet, it surprises me that more companies aren’t as active as they should be on monitoring what their customers (or anyone) are saying about them – both good and bad. What do we have to do to make the case for leadership to care (as in make the investment) into social care? This article will tell you how.
8 Business Tips from the Top Customer Loyalty Program Trends of 2016 by Bea Hernandez
(Avail.at) You have to keep track of the latest trends and developments to make sure that your customer service stays competitive. Here are the essential takeaways that businesses should keep in mind when assessing their customer loyalty programs this year.
My Comment: Here are some great tips about what’s working in a customer loyalty program. I was intrigued by a few of the ideas, such as connecting to the IoT (the Internet of Things), use of mobile devices and more.
Service with an Actual Smile by Susan Reda
(NRF) Stella Connect lets customers “see” and reward customer service representatives.
My Comment: This article is about a new program that comes from our friends at StellaService. Their new The Stella Connect program takes satisfaction surveys to another level. It not only allows you to share feedback, but also rewards the excellent work of the customer support rep who gave you the great service. And you, the customer, get to choose the rewards. Very cool!
Why do we have multiple loyalty cards for the same category in our “digital” wallet? by Osman Khan
(LinkedIn) After years of being a passive consumer of ideas, I decided to take the plunge and “write” my first blog post. I didn’t think I could add to the conversation around loyalty and customer service that hasn’t been said before. Since I’ve spent the majority of my career in consulting, my primary exposure has been as a road warrior with status in many of the iconic programs. Now that I’ve transitioned into a virtual role with limited travel, I’ve started to look at these programs more objectively.
My Comment: Osman Khan has written his first blog post on customer service/experience, and it is worth a read. He addresses why satisfied customers don’t come back (one of my personal favorite topics), that customer satisfaction might be overrated, some tips on employee engagement and more.
The Crave Report by Nicholas J. Webb
(What Customers Crave) After two years of researching my new book “What Customers Crave”, I discovered some interesting attributes of the best organizations in the world. These attributes turned out to be the secret to their overwhelming business growth and customer loyalty. In this short report, I will provide you with an abstract of these attributes so that you can begin to fold them into your organizational strategy.
My Comment: I just came across this excellent special report on “What Customers Crave” by Nicholas Webb, which is also the name of his new book coming out later this year. You’ll find some valuable ideas on touch points, different types of customers, why customer experience initiatives fail and more. I’m looking forward to reading this book when it comes out.
Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. For information contact or www.hyken.com. For information on The Customer Focus™ customer service training programs go to www.thecustomerfocus.com. Follow on Twitter: @Hyken
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