Each week I read a number of 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. Ten Tips to Increase Customer Loyalty by Atlanta Small Business Network (ASBN) Building […]
Each week I read a number of 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.
Ten Tips to Increase Customer Loyalty by Atlanta Small Business Network
(ASBN) Building customer loyalty takes time and effort, but the reward is guaranteed sales. Here are ten strategies to adopt if you want your customers to be loyal to your brand.
My Comment: “People often confused customer satisfaction with customer loyalty, but the two are very different.” That’s how this article starts, and it has been one of my points to our clients for years. There is a big difference between satisfied customers and loyal customers. Here are ten ways to move your customers toward being loyal. I especially appreciate number six, which is about offering more than “loyalty discounts.” Often discounts are more of a marketing strategy, not a loyalty strategy.
16 Tips to Handle Negative Customer Reviews Online by Sam Hollingsworth
(Search Engine Journal) Here are the best 16 tips for handling negative reviews that all businesses will undoubtedly receive.
My Comment: When a customer leaves an online review, everyone can see it. And you know what else they can see? How the business responds to it. There are popular (and public) review sites like Yelp, as well as industry review sites, and the rules are the same. How you respond to a negative review can turn, as the old saying goes, “lemons into lemonade.” Here is a great list of 16 ways to do exactly that.
Why Customers Panic…and What To Do About It by Chip Bell
(Forbes) Think of your response to your customer’s panic as cut from the same cloth you would use to caringly respond to a young child awakened from a nightmare.
My Comment: The coronavirus is causing some of our customers to behave in strange and different ways. Nice people are now frustrated, if not downright angry. Chip Bell, customer service expert, offers his take on this. Anger is not a primary behavior. It’s a secondary behavior, that is motivated by fear. How we respond to our customers’ fears are important for more than just the moment, but to the future business, we may have with them. He offers up four ways we can help manage our customer’s fear – and anger – through this turbulent time we’re all experiencing.
Why Customer Experience Is Now Job No. 1 for CEOs by Wharton
(Knowledge@Wharton) The best companies are on a quest to put intuitive, self-service, digital experiences at the center of their customer interactions.
My Comment: This article starts with a very compelling statement: “Job number one for CEOs today is ensuring the company delivers a compelling customer experience.” What about putting together deals? Making decisions about new products and capital expenditures? Sure, all – and much more – are important, but I have to listen (and agree) with the good people at Wharton, customer experience is what will set you apart, grow your business and help you get and keep your customers. The decision to deliver a “compelling” customer experience starts at the top.
5 Things Leading Brands Do to Create World-Class Customer Experiences by Janelle Estes
(Total Retail) We live in an experience economy. Making your customers the focus of your business isn’t a competitive advantage; it’s become a basic business requirement. The challenge for retailers is, how do you create loyal customers?
My Comment: What do the best brands in the world do to deliver an amazing customer experience? Here are five ways they do it. And while the article focuses on retail, don’t think that some, if not all, won’t also work in the B2B world.
Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. For information on The Customer Focus™ customer service training programs go to www.TheCustomerFocus.com. Follow on Twitter: @Hyken
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