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. Mercedes Benz CEO: Customer Experience is the New Marketing […]
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.
Mercedes Benz CEO: Customer Experience is the New Marketing by Jim Tierney
(Loyalty 360) “Customer Experience is the new marketing,” Cannon said. “If you don’t have a passionate, committed executive leadership team … you won’t get out of the gate unless you have that. It’s the most important thing we do. We have the most demanding customers on the planet. Customer Experience better be at the top of your list when it comes to priorities in your organization.”
My Comment: Customer service and experience is the new marketing. Nice to see that a major luxury brand with stiff competition understands it. Furthermore, the comment is made more than once that it all starts at the top with a dedicated leadership team that can help put the words into action.
How to say no to customers without making them angry by Olga Kołodyńska
(Live Chat) When clients need to contact a company’s support, they always want to hear the yes answer to all their requests. But that’s not always possible, is it?
My Comment: It’s never easy to say “no” to a customer. This article has some great ways to deal with the never-easy task of having to give the customers the bad news.
Customer Service: A Market Differentiator For Small Business by Brandon Knight
(Huffington Post) As a small business owner competing against the likes of Amazon, no one has to tell you it’s a jungle out there. You live it every day. So it’s no surprise that customer service is a key — if not the — market differentiator.
My Comment: Small business or large business, there is some good information and plenty of tips to get any company’s customer service strategy headed in the right direction. Some good reminders along with some fresh ideas.
5 Steps To A Winning Service Recovery by Jeremy Watkin
(Communicate Better Blog) I am delighted to say that my bank listened! I received a call last week from Thomas, the customer service manager and when it comes to service recovery, he scored a perfect 10! Here are the steps he followed.
My Comment: Sometimes the problem isn’t our fault, but it doesn’t mean we can’t seize it as an opportunity to show how good we are. And whatever the problem, fixing it may be important, but just as important is restoring confidence.
Does your customer service strategy scare customers away? by Neldi Rautenbach
(Synthetix Blog) Chillingly, figures show that response rates and times to questions sent via e-mail or posted on social channels are proving disappointing, having a significant effect on customer satisfaction levels.
My Comment: These statistics are frightening! And, with Halloween just around the corner this is a perfect blog post to remind all of us that if we don’t properly respond to our customers, we won’t hear “boo” from them in the future.
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 www.thecustomerfocus.com. Follow on Twitter: @Hyken
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