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. Automate or Humanize? The Great Customer Service Debate by Judith Aquino (1to1 Media) Can companies […]
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.
(1to1 Media) Can companies trade the human touch for automation without sacrificing the quality of their customer service?
My Comment: This is a hot topic right now. Technology (includes automation, robots and digital) or human. More and more customers are accepting and actually hoping for self-service solutions and other types of automation. Many times it’s quicker and easier. But, there always has to be a human to back up the technology. And, the back-up plan can’t be a hassle. It has to be an easy, quick and seamless transition to the human.
(Win the Customer) Often times bad customer service happens, not on purpose but because of the lack of organization of existing customer service actions.
My Comment: Flavio Martins is a smart dude when it comes to customer service. The four tips he shares in this article are common sense – almost basic – but I’m surprised how many companies struggle in these areas. The tip about “not blaming the customer” is powerful. This is something everyone needs to understand. Customers don’t know as much as we might. And, they may not always be right – but they are always the customer. Don’t blame them for that!
(LinkedIn) The headline finding of the study showed was that there is a direct correlation between customer experience and profitability and CEO engagement.
My Comment: Who’s in charge of customer service and experience? It starts at the top. Leadership, which includes all members of the C-Suite, must define, communicate and be role models for an organization’s customer service and experience initiative. It all starts at the top!
(1to1 Media) While some past studies have revealed a disconnect between the quality of the customer experiences the CEO believes a company delivers to its customers and what customers’ actual perceptions are, a recent survey of CEOs finds that many chief executives view customer experience as the most effective opportunity for obtaining a competitive advantage.
My Comment: One of the sentences in the first paragraph of this excellent article read: “…a recent survey of CEOs finds that many chief executives view customer experience as the most effective opportunity for obtaining a competitive advantage.” The momentum is building. Customer service and experience are becoming the most important way to compete.
(Huffington Post Business) With technology transforming the communications world, marketers have various tools and techniques at their disposal to get closer to their customers. Instead of a customer simply being someone who buys a product from you, they can become much more than that; i.e. a brand ambassador who talks about your brand positively within their social and professional networks.
My Comment: Here is a great list of simple and practical tactics that will help drive customer loyalty. My favorite is number two, which is to personalize the experience. More and more companies are realizing the power of a personalized 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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