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. Why Chick-fil-a Is One of the Most Loved Brands by John Dijulius (The DiJulius Group) […]
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.
(The DiJulius Group) Even as the demand for Chick-fil-A is at an all-time high, the private company will only grow at a pace they ensure they won’t jeopardize the brand experience. This is one of the keys to their success. They could grow 10x faster, however, their obsession with their operational excellence, customer experience, and internal culture will not allow them to compromise any of those for more units and higher sales.
My Comment: John DiJulius is one of the smartest customer service/CX experts on the planet. I love his articles. And when an expert at John’s level shares commentary on one of the most iconic brands in the service and CX world, we have to pay attention. There’s a reason why Chick-fil-A keep “knocking it out of the park.” Here is John’s perspective on it.
(Forbes) 15 Forbes Business Council members shared some foolproof methods businesses can use to persuade customers to purchase products again. Below are their tried-and-true tips to get customers interested and hold their attention.
My Comment: Just as the title of the article implies, here are 15 great ideas from the Forbes Business Council on how to encourage your customers to come back. The first tip reminded me of a strategy where customers send in videos about how they use products. This is a show-and-tell and testimonial at the same time.
(Travelers Today) Customer service should be an integral part of any brand’s strategy. Even the best offer is not complete if it does not include service models. It is the client’s well-being that to a large extent determines the satisfaction with the stay at the hotel and the willingness to use its services once again. And it all starts with the first contact when the customer visits the website.
My Comment: Regardless of the industry you and your company might be in, a good customer service strategy is to have a “hospitality mentality.” That’s why this article in Travelers Today caught my eye. While the ideas shared focus on hotels, don’t let that stop you from reading this. Adapt them to work for your industry. For example, a customer may not use a website to book a hotel room with you, but they might use it to buy your product.
(Retail Customer Experience) How does inflation affect customer experience? How can brands effectively respond to it even as they also deal with a multitude of other challenges? As with most things customer experience, there are no quick and easy answers here — but if you’re willing to put the continuous effort in, the methods and best practices I’m about to outline will make a difference for you and your customers.
My Comment: I’ve been reading a lot about how inflation, employee shortages, and supply chain issues negatively impact customer service and CX. While a short article like this won’t have all the answers, there’s information here to get you thinking. The strategy I’ve been sharing with my clients is to proactively communicate problems, have 100% transparency (hide nothing), and provide plenty of information and updates. The more information a customer has, the more comfortable they will feel about an experience that’s less than perfect because of the aforementioned reasons.
(TechBullion) A loyalty program can be a great way to build customer loyalty and improve your business’s bottom line explains Fred Auzenne. But it’s important to design and implement your program carefully, keeping your customers’ needs and your goals in mind. Follow the tips above to create a successful loyalty program that will benefit both you and your customers.
My Comment: Here’s a nice “checklist” of ideas to create a successful customer loyalty program. I’m always careful when using the term “loyalty program.” Often it’s more about driving repeat business. There is nothing wrong with that. Just don’t confuse repeat business with loyal business. And often, repeat business leads to customer loyalty.
Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com. Connect with Shep on LinkedIn.
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