Top 5 Customer Service & CX Articles for the Week of February 7, 2022

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.

9 Ways to Build Customer Loyalty by Ken Peterson

(CMSWire) This got me thinking about all the companies I’ve worked with and used over the years and what they actually did to earn my loyalty. I created this list and thought I’d share it with you.

My Comment: I love lists, and this is a good one, taking us back to some of the basics that will help build customer loyalty. You may be familiar with some, if not even all, of these tips. Still, it’s important to see them again and again. Pay attention to the last one, which is “Be your word.” It’s a nice take on being authentic.

The 7 Steps You Need To Improve Your Net Promoter Score by Adam Ramshaw

(Genroe) If you want to improve your Net Promoter Score you need more than a great NPS measurement process. You need to do something with the data.

My Comment: NPS (Net Promotor Score) is one of my favorite metrics. This article is by an expert who consults in the NPS world. He is able to communicate, with amazing clarity, on how to use NPS the right way. The survey question by itself is not enough. The magic is when you use the NPS question as a launching pad for a way to gather information, react to the information, and ultimately monetize the information.

What Does the Contact Center of 2030 Look Like? by Balto

(Balto) Balto CEO and founder Marc Bernstein ends every episode of Reimagining the Contact Center with the same question for his guest: “What does the contact center of 2030 look like?” Over 30 industry leaders — from customer experience speakers to contact center leaders — have shared their thoughts with Marc.

My Comment: What will the contact center look like in 2030? Balto went to 30 thought leaders in the customer service and CX space and asked their opinion. One thing was clear. Human-to-human interactions will still be here. Find out what else these experts had to say.

Eight Tips For Providing Excellent Customer Service by Saul Maslavi

(Forbes) What are the most important factors in providing excellent customer service? If you’re a business owner, this is a question you should be asking yourself. Customer satisfaction directly affects your bottom line, and if you want to increase sales or maintain your current customers, it’s critical that you understand what they care about most. Customer satisfaction is a significant factor in business success.

My Comment: Saul Maslavi is CEO of a company that designs prom dresses for more than 3,000 wholesale “partners” across the country. First, I appreciate that he uses the word “partner” to describe the relationship he has with his customers. That is an extra tip that I picked up, and that was just from reading his bio. The eight tips he shares are spot on. Number 5, which is about being honest when things go wrong, is especially important today with supply chain problems, employment difficulties, and inventory issues plaguing many businesses.

How to Deal With Angry Customers by Grant Olsen

(Foundr Magazine) You will never be able to please all of the people at the same time. There are simply too many diverse opinions, styles, situations, and personalities to ever enjoy a moment of agreement among your customers.

My Comment: This excellent article shares some great stats and facts to support what happens when you do or don’t handle your angry customers. These nine tips will help calm the customer down and get them back on your side. I’ve always said that a complaint handled well can create a stronger relationship than if there was never something to complain about. (That doesn’t mean you should upset a customer on purpose!)