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. 4 Ways to Influence Social Influencers by Lyle Stevens (internet Retailer) In an age of […]
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.
4 Ways to Influence Social Influencers by Lyle Stevens
(internet Retailer) In an age of promotional clutter, go the extra mile to excite the influential people who are dedicated to your brand.
My Comment: Influence marketing is about getting influential people to talk about you and what your company sells. It’s a more sophisticated version of word-of-mouth marketing. This article may get you thinking about how to target the influencers in your industry, which may be industry experts or your most “influential” customers.
Speed Is Best Measure of Customer Experience by Gerry McGovern
(CMSWire) The basics of customer experience is helping people do what they want to do. However, if you want to excel in customer experience you must help people do what they want as quickly as possible.
My Comment: Speed has become an important part of the customer experience. Customers want items shipped and delivered quicker. They want a fast response to inquiries, questions and complaints. Here is a fascinating article with some stats and facts about speed and CX in the digital world. Check out this statistic: For every secon faster Walmart.com has been able to make its pages’ load, it has a 2 percent lift in conversions. (Wow!)
The Elves of Summer by Jim Serger
(Current in Carmel) Summer is at its conclusion — not forgetting, though, the elves that made this summer more enjoyable.
My Comment: This is an interesting article. The author publically thanks the people who made his life more enjoyable. He didn’t use names, but described what they did. Hopefully this article will prompt you to thank some of the people who made a difference in your life and/or business. People, especially our customers, want to know they are appreciated. Take a few minutes to thank someone in person, write a note, send an email or make a phone call.
8 Etiquette Tips to Inspire Customer Loyalty by Diane Gottsman
(Huffington Post) The first step is providing clients with a great product or service. Without this basic foundation, there is no relationship, only your customer disappearing in search of someone else who can meet their needs. Once this is in place, remember these 8 ways to build a bond that will help remind your clients how they benefit by working with you – and encourage a return visit.
My Comment: Etiquette is an interesting word, and when used to suggest better etiquette begets customer loyalty, I take notice. Here are some simple, common sense tips to building a better relationship with your customer – that can ultimately lead to repeat business and loyalty.
Skyrocket SaaS Growth: 56 Must Read Tips From Top SaaS Companies by Adam Feber
(Chargify) To help you sort through the best of the best resources, we’ve compiled a roundup of our most popular tips posts featuring 56 tips from rockstar companies such as Buffer, Zendesk, InvisionApp, Hubspot, Groove, Asana, Trello, Basecamp, and many, many more.
My Comment: Don’t be misled to thinking this article is for just SaaS types of businesses. There are many tips here that apply to all business in all industries. The “Customer Success” tips (I’ve mentioned these in a past Top Five blog) are invaluable, and I’m sure you’ll find some other great tips from the other topics as well.
20 Must-Read Books for Anyone Who Does Customer Service (UPDATED!) by Len Markidan
(Groove) These books will change the way you look at customer support.
My Comment: As a “bonus” to the top five list(I guess that makes it a top six list), I thought you might enjoy this list of Len Markidan’s list of “20 Must Read Books for Anyone Who Does Customer Service.” Happy Reading!
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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