TOP CUSTOMER SERVICE AND BUSINESS ARTICLES 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. Nordstrom Marketing Strategy … What is Their Difference Maker? […]
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.
Nordstrom Marketing Strategy … What is Their Difference Maker? By Mike Schoultz
(Digital Spark Marketing) Today we will examine 10 different ways the Nordstrom brand has chosen to use their customer experience to stand out above the noise and become a significant contributor to their marketing strategy.
My Comment: Everyone knows that Nordstrom is a legend in the world of customer service. This is a peek behind the curtain as to how they do it. Most, if not all of these ten points, are common sense. Sometimes common sense makes the most sense.
Nine Tips For Offering Exceptional Customer Service On Social Media by Tracy Foster
(Forbes) Here are nine tips for offering exceptional customer service via social media.
My Comment: Social media customer service is growing in popularity. However, as pointed out in the article, it is more than just reacting to problems that people Tweet or post on Facebook. Social media allows a company’s customer service to be reactive and proactive. Tips number 5, 6 and 8 make that point. And, 9 is the icing on the cake. Using social media to become a resource for things other than what you sell shows the customer that you want to deliver value.
13 Tough Questions to Skyrocket Customer Experience Improvement by Anne Reuss
(360Connext) The truth can be hard to face but enlightened leaders recognize their customers as emotional beings. They put more value on the experience and relationship than the product itself, and they will leave faster than you can finish your coffee if they’re not happy.
My Comment: I would hope that most companies want to know the answers to these questions. And, some may be a little scared about the answers they get. Feedback is a gift. Positive answers to these questions may make you feel great. But the real “gift” is that a negative answer may be an opportunity to improve. By the way, the same type of questions can be used to get great employee feedback.
Who’s Sorry Now by Dan Lewis
(Now I Know) When it comes to apologies and explanations, Southwest has a guy for that. His name is Fred Taylor, and he’s sorry your flight didn’t work out as planned. Even if you weren’t going to make a stink about it.
My Comment: Southwest Airlines is recognized as a leader in their industry on two fronts, profitability and customer service. I’m always impressed with the number of stories and lessons we can learn from them. One of the most important tactics for any business is to be proactive with a customer’s problem. This article is a case study in how an amazing company does just that.
10 Tactics for Increasing Your Customer Value and Loyalty by Mike Bal
(Entrepreneur) Brand loyalty is one of the most difficult assets for a business to attain. Or, at least it was. We used to have to rely on customers having a great experience with our product/service, or with our employees. Now, we can give them a great experience, but most businesses still haven’t figured out how to do it.
My Comment: These are ten powerful tips to building a strong relationship and creating customer loyalty. It’s not just what you do for the customer. It’s how you create a connection with the customer. Great information that any organization should consider implementing immediately (if they aren’t already doing so).
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.
(Copyright ©MMXIV, Shep Hyken)
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