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.
27 Experts Discuss Key Customer Support Metrics That Drive Growth by Robbie Richards
(Jitbit) We reached out to 27 professionals leading support teams of all sizes at companies like Zapier, and asked them the following question: Can you list 2-3 customer support metrics you use to measure performance in the following areas: 1. Individual agent metric 2. Team level metrics The goal was to identify companies with successful support teams and see what metrics they used to assess performance and continually improve the customer experience.
My Comment: This is an excellent roundup of 27 experts from many different companies talking about how they measure their customer service and support. The titles of the experts weighing in include CEO’s to directors of customer success, engagement, etc. There are many ideas shared here, do find one or two that you like and “work them.” Great reading and great information!
(Fieldbloom) Too many businesses fall into the trap of spending all their time and money acquiring new customers, only to forget about the dozens, hundreds or even thousands of customers they already have.
My Comment: Our friends at Fieldboom have assembled a short article and infographic filled with stats about customer loyalty. Not all of the stats will apply to all of our readers, but the concepts behind the stats will. The benefit to creating customer loyalty is huge. Read some of these facts and stats and find and you’ll see why.
A Tailored Customer Experience Is Now Expected by Jim Tierney
(Loyalty 360) Loyalty360 caught up with Imagine Experience founder and CEO Bill McCoy to get his assessment on the state of Customer Experience.
My Comment: Bill McCoy, CEO and founder of Imagine Experience, was interviewed by Loyalty360 on his views on the state of CX. His big emphasis was on the personalized experience. The key to loyalty is to create a memorable experience that connects to the customer. Make it all about them. Customers will pay more for it, come back and most important, tell their colleagues and friends.
6 Tips for Increasing Customer Loyalty by Andrew Deen
(Equities) Loyal customers will do more than just continue to support your business through ongoing sales—they’ll also inspire others to choose you over your competitors. But how do you increase customer loyalty when it’s becoming increasingly difficult to cut through the noise on the Internet and influence public consumption habits?
My Comment: The title of this article says there are six tips. Actually there is a seventh, and that is that before you can focus on customer loyalty, you must define what it is for your company. Depending on the type of business you’re in (B2B or B2C) customer loyalty will be different. Once defined, follow the six tips shared and you’ll have a better focus on how to get your best customers to keep coming back.
(LinkedIn) Customer journeys and customer touch points are important at the macro level, but buying decisions are made pre-consciously in the micro-moment experience.
My Comment: This is a fascinating article that focuses on “micro-moments” that have big impact on the customer experience. The micro-moment happens in under three seconds. Sometimes it’s a word that sets an expectation (sometimes a false expectation). Or, in the retail world it can be the way a product is positioned. The article shares many examples from different industries and even gets into the science and thinking behind them. We all want to create a great customer experience (I assume we all do). Many times we focus on big ideas, however sometimes it’s the little things that make the difference.