Each week, I read many customer service and customer experience articles from various 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. A New Opportunity for Brands to Build Trust, Authenticity and Customer Loyalty by Tom Idle […]
Each week, I read many customer service and customer experience articles from various 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.
(Sustainable Brands) COVID-19 changed everything — especially how people think about their local communities. In all corners of the world, local people, businesses and community groups suddenly became incredibly important as we all navigated the restrictions imposed by the virus. Lockdowns fostered a sense of belonging; we all felt much more connected to where we live and much more likely to support local companies, look after our neighbors, and promote our local identity.
My Comment: Localism is not a new strategy, but it’s an important one that impacts the customer’s experience. The idea is that a company, brand, or retailer focuses on the local community. That may show up in who is hired, the products they sell, and more. Consider that Ace Hardware won’t sell snow shovels in Miami, and Mcdonald’s changes the menu based on the local culture. Even the big brands recognize the power of being local. Read this article to learn more.
(BOSS Magazine) Despite having an abundance of options, customers still generally prefer to give their money to the same handful of brands. Loyalty and trust will always be important factors in the average customer’s buying decisions. Businesses simply have to keep up with the latest retention strategies.
My Comment: Here are six great tips on creating customer loyalty. The first tip has an interesting take on understanding what truly motivates your customers. I also like the second tip’s reminder to focus on the relationship over the sale. If you manage the relationship right, the money will follow.
(Tech Times) Customer service can build stronger relationships with customers and increase loyalty. People are also more likely to recommend brands that offer good customer service. Along with that, it can be a way to turn a negative into a positive. If a customer contacts you with a complaint, it is an opportunity to earn their appreciation.
My Comment: Here’s another list, this time focusing on general customer service ideas. Two of these ideas stand out. The first one is about “Setting Standards.” We all know what good service looks like. Have we defined it as a standard or benchmark? If not, setting the standard will help employees understand your customer service expectations. The fifth tip reminds us not just to train our people but to retrain our people. I’ve always said, training isn’t something you did. It’s something you do!
(CustomerThink) When creating and designing a customer advisory board (CAB) initiative, one aspect that tends to get overlooked or undervalued by CAB managers and executive sponsors is the creation of the program theme.
My Comment: If you don’t have a Customer Advisory Board (CAB), then this article may give you the incentive to create one. Imagine some of your best customers meeting with you to help you understand how to best take care of them – and other customers. This is a powerful concept!
(Call Centre Helper) Engaged, happy employees are less likely to leave, can be your best advocates, and more. Employee Experience (EX) is the foundation of this, so we asked our Consultants Panel what it takes to get EX right.
My Comment: We wrap up this week with a focus on the EX (Employee Experience.) If you have anyone who works in customer support, be it one or two people in the office or a full-blown customer support center, this is a must-read article. CallCenter Helper asked ten customer service experts to help create “Ten Pillars.” There is something here for every type of business.
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.
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