Each week I read a number of customer service and experience 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.
What do older generations want from customer service? by Roxanne Abercrombie
(CustomerThink) It may surprise you that one in five Twitter users are aged over 50, over 59 per cent of seniors have made an online purchase in the past three months, and a colossal 28 million seniors have a Facebook account. Clearly, digital tools are not just for the younger generation.
My Comment: Some people believe that self-service solutions, live chat and social channels are used by a younger generation. That is far from the truth. One in five people over 50 have a Twitter account. 59% of seniors have made an online purchase in the last three months. The point is, don’t be misled to think customer service solutions driven by technology or social media doesn’t apply to an older generation. They do, and this article has some interesting ideas on how to best work with this generation.
Customer Service Tip: Just Be Nice by George Aveling
(Goerge Aveling) I first heard the phrase “Just Be Nice” when I read a book by Robin Sharma. These 3 simple words, shortened to three letters – JBN – have stuck with me ever since. And that was some years ago!
My Comment: I’ve always joked that I could give a speech on the basics of customer service that would be less than one minute. Three words: Just be nice! Of course, those three words are good, but there is so much more to great customer service than just being nice. But, it’s a great start. The author of this article shares an example of the “Just Be Nice!” concept in action.
5 Fresh Examples of Customer Experience Innovation by Blake Morgan
(Forbes) The best athletes in the world take thoughtful and bold risks in critical moments. Serena is a powerful reminder of how to be a leader in uncertain times. Like Serena’s playing style, companies today must consistently make bold bets on customer experience even in uncertain times.
My Comment: If you’re not constantly thinking about how to improve your customer’s experience, it’s time to start. Here are five approaches with five examples from five different companies to spark some ideas.
3 Slices of Advice When Taking an Escalated Customer Service Call by Jenny Dempsey
(Customer Service Life) You sense an energy shift. The air stiffens as a silent hush falls over the room. A tapping of a finger on a desk echoes. You hear footsteps slowly moving in your direction. You begin to sweat. You have a strong desire to feverishly bolt away from your desk, arms flailing in the air, screaming. You know what lies ahead.
My Comment: The customer is upset and wants to speak to a supervisor. The supervisor knows a conversation is about to start and the other person is upset and possibly angry. How would you approach this interaction? Jenny Dempsey is a veteran of these situations and shares a few word of wisdom on how to deal with this potentially difficult customer situation.
(Martech Today) While it might seem easy to get consumers to sign up for your loyalty program, keeping them active and engaged is another story. Columnist Mike Sands explains how a customer identity solution can help.
My Comment: If your organization has a customer loyalty program, you’ll find this article of great interest. Customers are typically members of many loyalty programs – sometimes so many that they forget they are members of some of them. So, how do you stand out? How do you make being a member of your loyalty program worthwhile? Here are a few reasons to consider.
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