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. How To Thank A Customer For Their Business | Tips, Tricks, & Budget-Friendly […]
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.
(Custify) It’s crucial for those who are loyal to you to make sure they feel appreciated by going the extra mile for them. With a growing number of consumers influenced by word-of-mouth, don’t let your customers slip away!
My Comment: Dale Carnegie said, “A person’s name is to him or her the sweetest and most important sound in any language.” I agree. The second most important sound, at least in business, is when the customer says, “Thank you!” There are many ways to let customers know you appreciate them, and this article covers most of them, along with some expert opinions from other successful business people.
(Blue Ocean Contact Centers) Discover the three principles of brand loyalty after COVID-19 shifted our buying behaviors (and one interesting exception to the rule.)
My Comment: Here are three ideas that will help drive customer loyalty, starting with one of my favorite concepts, convenience. Add to that availability and value, and you have a formula for customer loyalty success.
(CustomerThink) Focus on customers’ goals which lead to sales and their referrals. In other words, you help your customers reach their goals, they help you to achieve your goals as a consequence.
My Comment: What caught my interest with this article was the first of the five strategies the author shared, and that is that the marketplace is not a battlefield. “Be customer-obsessed, not competitor obsessed!” Too many times we focus on being competitive with our competition, versus being competitive for the customer.
(Influencive) Here are some of the best customer retention techniques for startups in 2021, that’ll help you to not only retain and grow your customer base.
My Comment: Want to keep your customers coming back? Here are three ideas: Focus on employees, solve your customer’s pain, and be easy to do business. And by the way, you don’t have to be a startup to take advantage of these strategies!
(SmarterCX) Now that it’s apparent BOPIS and curbside pickup isn’t a passing phase or temporary solution, but a powerful way for consumers to purchase, it’s time for retailers to consider what may be necessary for a successful customer experience.
My Comment: For those in the retail business, this is an article for you. Curbside pickup and BOPIS (Buy Online and Pickup In-Store) were used by a small percentage of customers. That was until COVID-19. What was a trend in the past is now an expectation. And, here’s a great point from Ron Lutz of Miller Zell: “If a customer’s in-store experience is amazing, but the parking lot or curbside experience is lacking, the latter sub-par touchpoint may be the only taste of your brand a customer will get.”
Shep Hyken is a customer service expert, professional speaker, and New York Times bestselling business author. Go to The Customer Focus™ to learn more about our customer service training programs. Follow on Twitter: @Hyken
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