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.
Brand your employees, not your organization by Aniisu K. Verghese
(Open for Business) While it may sound counterintuitive, organizations that invest time to brand their employees are more likely to get back commitment and loyalty in return.
My Comment: The company (employer) may work to create the brand, but the customer has the final word in defining the brand. This article takes an interesting approach of focusing on branding the employees, not the company. Hmmm…. I like this. The focus on employees might create greater employee appreciation, fulfillment and engagement, which is all good for the customer.
Dos and Don’ts of Customer Service Automation by Fuse Machines
(Fuse Machines) Here are some of the best practices for automating and streamlining your customer service processes to suit your business.
My Comment: There is a shift toward companies providing automated self-service (customer service) solutions. Customers appreciate it when it works, yet can become frustrated when it doesn’t – unless the company backs it up with an easy to get to “human solution.” From something as simple as FAQ’s on a website, to a sophisticated voice recognition system, the ideas in this article should be considered for any company offering a self-service solution.
Customer Service Language. by Bruce Turkel
(Turkel Talks) First a customer service confession: I forgot to pay a bill. Got no good excuse, just didn’t see it when I sat down to do my monthlies and it slipped my mind. Don’t judge, don’t hate, let’s just move on…
My Comment: It can be very frustrating to the customer when an employee uses industry jargon or acronyms that the customer doesn’t understand. This is a humorous example of exactly that.
Boost Loyalty with Perks for Repeat Customer by Rieva Lesonsky
(Small Business Trends) Do you have a customer loyalty program? If not, you’re missing out — because loyalty programs drive sales.
My Comment: I’m constantly asked about how to deal with negative online reviews. I now have a simple response: Read this article.” Great advice for companies in all industries. The customer has gone social with their rants and companies need to accept and embrace this.
Why is the Amazon Prime Loyalty Program So Popular? by Jim Tierney
(Loyalty 360) Amazon Prime’s customer loyalty program celebrated its 10th anniversary this year and recently eclipsed 41 million members. The program’s astounding success is well documented, along with how valuable Amazon Prime members are.
My Comment: The Amazon.com Prime program is one of the elite and most respected loyalty programs in existence. This article helps explain why. I’ll argue that a paid loyalty program is actually a membership program, but somehow Amazon has managed to successfully merge the two together. The reason may be as simple as they consistently exceed their customers’ expectations. And when you factor in that Amazon provides great product selection and great prices, it’s a combination that is hard to beat.
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