Top 5 Customer Service Articles for the Week of June 16, 2014

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.

Actions Trump Discounts In Newest Customer Loyalty Trends by Cheryl Conner

(Forbes) When it comes to retail loyalty programs, nothing inspires like a discount, correct? Not any more. New data from COLLOQUY, a Cincinnati, Ohio-based customer loyalty research firm, shows customers are increasingly favoring programs that reward activities other than purchase. 

My Comment: This is an interesting concept. Loyalty programs have traditionally been about dollars spent, the frequency of visits or use – things that have to do with spending money or using the company’s products. This is quite unique. Insurance companies offer students “good grade” discounts. If a restaurant asks me if I worked out today and as a result, gave me an extra punch on my loyalty card, I’d find that pretty intriguing. Could this be a sign of things to come?

How Disney Creates Magical Experiences (and a 70% Return Rate) by Gregory Ciotti

(Help Scout) Disney’s ability to “wow” its fans and captivate customers for decades is explored in depth in Be Our Guest, a veritable handbook for Disney magic.  I’ll highlight some interesting and unique takeaways that the Disney Institute was willing to share in Be Our Guest.

My Comment: Disney is a customer service icon. Whenever I see an article about how to deliver Disney style customer service, I read and study. This article didn’t let me down, sharing a number of ideas that Walt wanted to instill in his theme parks. I don’t think I ever get sick of reading how Walt creates not just loyalty but magic for his guests!

Make the Time to Create Positive Customer Experiences by Matt McConnell

(Bank Systems & Technology) Agent training and coaching is vital in the new world of banking.

My Comment: Even though this article is written in financial services, this article shares a great approach for just about any business in any industry. When I first read the title I thought it was about taking extra time with the customer. No, instead it was about taking extra time with employees, which is even more important. The customer service experience starts on the inside with people. Take time to train, mentor, coach, give feedback and more. To put it in financial terms, it pays dividends and has a high ROI.

18 Incredible Things You Didn’t Know About Trader Joe’s by Sam Stryker

(Buzz Feed) Clear stomachs, full wallets, can’t lose.

My Comment: Trader Joe’s is one of those companies that can teach other businesses some great lessons. They are an excellent role model. While I enjoyed some of the stats and facts about Trader Joe’s, there are some great reminders included in this list (such as easy return policies and employee appreciation) that can help us deliver an amazing customer service experience.

My Father (and Bob Seger) Taught Me How to Win Customers’ Love and Loyalty by Sloane Barbour

(Forbes) What was my dad’s secret? Growing up, I knew I wanted to go into sales. So I set off for Chicago to take my first sales job, but before I did, my dad gave me some advice. He told me a story.

My Comment: This is a powerful story with a number of great messages.  This story proves that there are companies out there that value the relationship with a customer above just about anything else.  It turns into sales, repeat business and success.  One of the lessons that I pulled from this article that might not be quite so obvious is to trust your customer.

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)