Top 5 Customer Service Articles For the Week of June 21, 2021

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.

Do Your Rewards Rock? These 6 Rules Will Tell by Wise Marketer Staff

(The Wise Marketer) Too many reward programs solely focus on the points, rather than on the rewards their points or miles make possible. And without rockin’ rewards, the points are without meaning. Do your rewards hit the “must-have” mark that turns casual customers into brand fans?

My Comment: Reward programs are a great way to drive repeat business. If you have one, it may or may not be effective. This article may give you some insights as to why. There are plenty of great ideas. If you want to ROCK your loyalty program (if you have one), you’ll enjoy this article.

Is Simpler Better For Rewards Programs? by Tom Ryan

(RetailWire) Non-tiered customer loyalty programs were found to increase customer value by almost 30 percent over a five-year time period. Of the program’s total lift or effectiveness, more than 80 percent related to reduced attrition, while less than 20 percent was tied to increased frequency.

My Comment: As long as we’re on the topic of rewards programs, let’s look at a great article from RetailWire about going for a simpler program, the “non-tiered customer loyalty” program. First, I disagree that these programs create true loyalty. They create repeat business. Nothing wrong with that! Even though I consider them to be more about marketing, if they drive repeat business, that can turn into loyalty. I like RetailWire’s articles because they have numerous experts commenting on the topic.

10 Ways to Be More Human in the Age of AI by Terkel

(CIO Insight) What is one way that brands can be more human in the age of artificial intelligence (AI)? To help brands market themselves in the age of AI, CIO Insight asked business owners and marketing managers this question for their best advice. From creating genuine connections to personalizing your customer service, there are several suggestions that may help you reach more customers for the next quarter.

My Comment: I’ve said it before, you can’t automate a relationship. Here are ten experts weighing in with their tips and ideas on how to humanize the digital experience. Artificial Intelligence (AI) is getting better and better. The danger is that an automated experience can commoditize the company. Often, it’s the human and emotional connections that drive repeat business and loyalty.

Customer Service is a Gold Mine for Employee Experience Ideas by Russel Lolacher

(Russel Lolacher) What if we cared about our employees as much (or more) as we do about our customers? For inspiring employee experience ideas, a great place to look is what you’re probably already doing for the customer experience.

My Comment: Here’s another one of my favorite sayings: What’s happening on the inside of the organization is felt by the customer on the outside. The idea behind this article is to treat employees the way customers should be treated. The author takes traditional customer service ideas and flips them to be employee service ideas.

2021 and Beyond Loyalty Strategy by Retail TouchPoints

(Retail TouchPoints) You rely on your loyal customers. So, how can you develop a loyalty strategy that sets your brand apart and actually creates more loyalty? The key is to build relationships and make returning customers feel special. With the right loyalty strategy, 2021 could be your brand’s year to shine.

My Comment: It seems my favorite articles this week were focused on customer loyalty. This is actually a small report with three pretty simple, yet powerful ideas. I’m especially drawn to the third idea, which is about a personalized experience. That includes recognizing the customer, customizing their experience, and more. You’ll have to download the report and give them their email address. If you don’t like what the company sends you, just unsubscribe.