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.
A Look at Southwest Airlines 50 Years Later by Joseph Guinto
(D Magazine) Half a century after its incorporation papers were filed, the Dallas-based carrier is working harder than ever to reinforce its unique corporate culture.
My Comment: Let’s start this weeks’ Top Five articles roundup by wishing Southwest Airlines a Happy 50th Birthday! And, to celebrate the occasion, here is an excellent article from D Magazine that takes us through some of the Southwest history. There’s a lot we can learn from Southwest and Herb Kelleher’s obsession with customer service.
3 Hacks to Boost Client Loyalty and Growth by Josh Linkner
(Josh Linkner) In these highly competitive times, it’s become increasingly difficult to hold onto customers. Retention is tough, and client growth is even harder with fickle clients and fleeting loyalty.
My Comment: In addition to Josh Linker being one of my favorite people, he is also one smart dude when it comes to business. If you don’t subscribe to his blog, you should. This short article has three excellent ideas that focus on client loyalty. And, who doesn’t want that!
(CMSWire) Pitney Bowes took another step towards shaking off its postage meters legacy today with the release of new enhancements to its Communicate customer engagement technology suite.
My Comment: When I think of Pitney Bowes, I think of postage meter machines. Well they are much more than that, becoming a resource of different solutions that are focused on customer engagement. This article highlights how they are keeping up with the very popular trend of customer personalization.
The Ultimate Guide to Client Management by Workflow Max
(Workflow Max) You’re a small business owner, doing what you love. You wake up every day, brimming with excitement. You can’t wait to get to work. But a few months after launching your business, you’re struggling to find and retain clients. It’s all starting to feel a little like Siberia – vast, lonely and desolate. Sound familiar? Unfortunately this is a reality for a lot of small businesses.
My Comment: Our friends at WorkflowMax have given us a gift; a comprehensive guide to client management. This is like a month’s worth of “Top Five” articles put into one BIG resource. It’s actually an eBook, and it is loaded with great information that you will use. Be sure to share this with others in your organization that could benefit from ideas to build long-term successful relationships with their customers and clients.
How to Be 2 Steps Ahead in Anticipating Your Customer Needs by Adam Rogers
(Kayako) Consistently exceeding expectations is what any entrepreneur or startup should aim for to increase customer bookings and enjoy growth.
My Comment: The best way to anticipate your customers needs is to know your customer. First and foremost listen to what your customers are telling you they want and need. This excellent article has plenty of great information on how you can deliver a better customer service experience by anticipating. Stay one step (maybe two, if not more) ahead and you’ll exceed their expectations.
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