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Top 5 Customer Service Articles For the Week of November 17, 2014

TOP CUSTOMER SERVICE AND BUSINESS ARTICLES 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. Customer Experience and Customer Loyalty – So Close – […]

TOP CUSTOMER SERVICE AND BUSINESS ARTICLES

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.

Customer Experience and Customer Loyalty – So Close – Yet So Far Away by Nicole Hamilton

(Loyalty 360) When it comes to customer experience and customer loyalty, the two are closely connected and yet brands often struggle with how to integrate them effectively.

My Comment: The customer experience drives customer loyalty. It’s not rocket science. The reason you want to provide better customer service and a better customer experience is that you hope the customer comes back and tells others about their experience. The stats and facts in this article support the case to increase the customer’s rating of the CX, which in turns, increases loyalty, reduces defection and more.

How to turn your visitors into brand ambassadors by Kevin Allen

(Ragan’s PR Daily)  In just four easy steps you take someone from casual visitor to your online properties to a bona fide brand ambassador who inspires others to share in their love of your brand. What are those four easy steps? It’s in the infographic from Seychelle Media.

My Comment: It is said that customer service and experience is the new marketing. I agree. This great infographic breaks down the concept of creating word-of-mouth marketing and brand ambassadors into four basic steps. Looks simple, but that doesn’t mean it’s easy – but so worth the effort!

How to redesign your organisation around excellent customer experience by Ben Davis

(Econsultancy) Here’s how you can take a fresh look at customer experience in your organisation.

My Comment: The success of your customer experience shouldn’t happen by accident. It should be planned and designed. This article has some excellent points about the process of designing a purposeful customer experience.

Focus On Keeping And Growing Your Existing Clients by Kevin McKeown

(Above the Law) Here are some practical strategies from client-retention expert Ross Beard that will help you improve client retention and raise your bottom line.

My Comment: I love this article, as it is filled with plenty of stats and facts that support the important strategy of growing your business by creating customer loyalty.

How Winning Brands Define Customer Experience by Lori Alcala

(CMSWire) Although many companies are still struggling to define and measure customer experience (CX), those that spread responsibility for CX across the organization, as well as concentrate on measuring long-term strategies, see a significant jump in sales and revenue, new research reveals.

My Comment: The old saying in business that you can’t manage what you don’t measure comes to mind. The companies who focus on customer experience have a clear definition of CX and measure. If you’re not already doing this (or working toward it) you will end up playing catch-up with your competition.

Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. For information contact (314)692-2200 or www.hyken.com. For information on The Customer Focus™ customer service training programs go to www.thecustomerfocus.com. Follow on Twitter: @Hyken

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