Each week I read a number of customer service articles from various online 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 Huffington Post) Practical lessons any business could learn from the way big and successful companies have nurtured and retained their customer base by inspiring loyalty.
My Comment: Want to learn from some of the masters of customer service? Then read this article as the author shares some valuable tips from companies like Tesla, Amazon, Netflix and more. Great information that any company can profit from.
(Gladly) Trends and insights from surveying 1000 consumers on customer service.
My Comment: Our friends at Gladly have released their 2017 Customer Expectations Survey. This is a short synopsis of the report with some very interesting stats and facts. After you read this, you will want to download the full report. It has some fascinating information. Keeping up with our customers’ expectations is crucial to the future of our business!
How To Power A Better, More Personalized Customer Experience by Manuel Vellon
(Forbes) While attending CES 2017 in Las Vegas, I spent a lot of time meandering around slot machines looking for meeting rooms, restaurants and taxi stands. I couldn’t help but think that casinos and other large hotels would benefit from a far superior customer experience akin to the indoor navigation technology used by Carnival’s Ocean Medallion project. This project, announced in the CES keynote, provides not only better navigation, but also personalized service, tailored recommendations and many other guest benefits.
My Comment: A “personalized” customer experience is a hot topic. There are many ways a company can give a custom feel to the customer’s experience. This short, but excellent, article shares some valuable fundamentals for building an experience that gets your customers to come back again and again.
(LiveAgent) When a customer makes a purchase, they’re not just paying you for the product they’re walking away with. They’re paying for the service they receive from the moment they show an interest in what you have to offer to the moment they shell out their hard-earned cash – and beyond.
My Comment: Is customer service worth the investment? This is actually a rhetorical question, but if you want proof, then read this article. Great stats and facts that make the case for putting some dollars behind your customer service and loyalty initiatives.
Taking a chance in Service Training by Cassie McInnes
(LinkedIn) Key take-out: Great service doesn’t start with the CEO, your manager or your partner. It starts with you. Don’t get me wrong, if your leadership team or CEO drives Service, it will help dramatically. However, if we all take responsibility for Service, starting from ourselves – we can all commit to making the world better – not just your organization.
My Comment: Cassie’s McInnes is a performance consultant at the Red Cross in Australia and has an incredible passion for customer service. I’ve been reading her articles over the last year or two and thought she should be introduced to our readers and followers of this column. Cassie writes about how what she is doing to help her organization develop a customer service culture. This article is her take on customer service training and is a great introduction to her work.
(Fonolo) Since Fonolo is a popular customer service blog contributor, we understand how hard it can be to find top-notch content from reputable sources. To save our dedicated readers some valuable time, we’ve compiled a list of the top 10 customer service blogs to follow.
My Comment: It is truly an honor to be on Fonolo’s “Top Ten Customer Service Blogs to Follow in 2017!” (Thank you, Fonolo!) And in addition to them recommending my blog, there are nine other bloggers you may consider following. This is a great resource. Tons of great information for all of us to learn from. Thank you Fonolo for putting together the list, and thank you again for including me.
Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. For information contact or www.hyken.com. For information on The Customer Focus™ customer service training programs go to www.thecustomerfocus.com. Follow on Twitter: @Hyken