Top 5 Customer Service Articles For the Week of June 27, 2016

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.

ON DEMAND: Microsoft’s 2016 Global State of Customer Service Report Reveal by Bill Peterson

(Microsoft) Whether you’re in customer service, marketing, sales, IT – or especially if you’re the CEO, CFO or CDO – you’ll be fascinated by the results revealed by Microsoft’s new 2016 Global State of Customer Service Report which polled 5,000 consumers across Brazil, Germany, Japan, the UK and the US on their customer service preferences and expectations.

My Comment: Just the other day I interviewed Tricia Morris of Microsoft for Amazing Business Radio. She shared the new report, The Microsoft Global State of Customer Service. There were 5,000 consumers interviewed throughout the world. The information is fascinating. You will have to fill out a form to get the report, but I promise you it is worth it.

Essential Customer Service Skills We’ve Forgotten in the Digital Age by Stuart Leung

(Salesforce) More and more clients are having negative customer experiences, and those experiences are translating into a substantial dollar-loss for businesses throughout the nation.

My Comment: As the world becomes more and more digital, it is easy to miss opportunities to connect on an emotional level with the customer. Here are four customer service skills that the author of the article feels companies have to relearn. Perhaps you’ve experienced a lack of these with some of the people you do business with. Or, maybe your own organization is guilty of missing these opportunities. (I hope not.) And when you’re finished with the article, there is a link to 25 more tips from our friends at Salesforce.

Customer experience in the age of disloyalty by Blaise Lucey

(Marketing Land) In the age of the aggregator, the brand is irrelevant. Columnist Blaise Lucey says it’s all about the customer experience and creating compelling content that’s relevant to your audience.

My Comment: What drives a customer to do business with you the first time – and ideally the second, third, fourth, etc. In an era where people search on the web for the lowest price, much of what is sold is a commodity. This article shares a few ways to get out of the commodity trap and enjoy the benefits of repeat/loyal customers. This line from the article articulates this perfectly: In an age where aggregators find and retrieve a thousand different options for customers to choose from, a real customer experience is not defined by products. It’s defined by interactions between brand and customers.

New Temkin Group Research Shows Connection Between Net Promoter Score Metric And Loyalty by Temkin Group

(PRNewswire) Net Promoter® Score (NPS®) has become a popular customer experience metric. NPS classifies customers into one of three categories­—promoters, passives, and detractors—based on their likelihood to recommend the company to friends and colleagues.

My Comment: This press release shows some compelling numbers between the ever-popular Net Promoter Score survey and the likelihood that a customer will repeat a purchase, forgive a problem and try new offerings. These stats and facts make a compelling argument (as if one is really needed) to focus and invest in the customer experience.

Millennials and Customer Service by Heerd

(Heerd) A millennial is someone born between 1980 and 2000, so they’re generally quite young and part of the generation that first started using digital space, the internet and smartphones. Their exposure to the world has been almost completely different to generations before them and, consequently, how they interact with people and deal with problems is different. How? Well, let’s discuss.

My Comment: There is no doubt that each generation of customers has its unique characteristics on how you interact and do business with them. Millennials, approximate age of 18-34, seem to be the focus of much research. The information in this article highlights some of the most important and powerful techniques, tactics and strategies you can use to provide a better customer experience.

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.

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