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.
A 4-Step Formula to Create Freakishly Loyal Customers by Josh Linkner
(Josh Linkner) In our transactional world of fickle customers, how do we snag the prize? It turns out that cracking the code is easier than you may think. Just follow this four-step approach, and you’re sure to create wild raving fans
My Comment: If there were four things you could do that would ensure your customers would come back, what would they be? Josh Linkner, innovation guru, shares four core ideas that build loyalty. Some of you may think these are common sense, but then think about how often you don’t experience these when you’re a customer.
CIOs need to focus on customer experience now by Zavalaeus Kerr
(CIO) A Five9 survey shows customer service experience has overtaken price, product quality and all other factors as the top factor for customers when deciding with whom to do business.
My Comment: Here is an interesting article with stats that confirm the importance of customer service. Yes, you already know that, but consider that Five9 surveyed 1,138 people to determine the role customer service influences purchasing decisions and found that 91 percent cited “Great Customer Service” was the top reasons followed by “Price” at 90 percent.
(CustomerThink) Sometimes we get wrapped around too many axles defining and dimensioning customer experience programs. Instead, if we examine these 6 key statements and re-shape processes, energies, and investments behind their definitions, we will see significant opportunities to increase customer experience.
My Comment: What I like about this article is that the author took six ideas and turned them into statements you can share with others. These are perfect conversation starters to have with your team. Take one each week and discuss it… and act on it.
(Loyalty 360) Loyalty360 talked to Steven Bautista, the head of charity at Zappos, to find out more about Zappos for Good.
My Comment: I’ve always believed that “giving back” is part of a customer service and CX strategy. People like doing business with the companies they know care about others. Zappos is an amazing retailer that aligns with this concept. Here is some insight into their “Zappos for Good” program, direct from Steven Bautista, the head of charity at Zappos.
(Maritz Motivation) Most consumers join loyalty programs with self-serving motives. This makes perfect sense considering that the explicit promise of most programs can be distilled down to “do this, get that.” But, that doesn’t mean that consumers don’t appreciate brands who give them the flexibility to use their points and miles to give to others.
My Comment: It’s holiday time, and this article about customer loyalty programs during the holidays seemed very interesting to me. Maritz Motivation suggests some flexibility in how customers can redeem or use their points. While the article is focused on retail, take a quick look (It’s a very short article.) to see how a little creativity and flexibility could enhance the typical loyalty points program.
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