Top 5 Customer Service Articles for the Week of September 9, 2019

Each week I read a number of customer service and customer experience articles from various 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.

When Loyalty Rewards Expire, So Does A Customer’s Loyalty by Dan Gingiss

(Forbes) Rewards programs can be lucrative for loyal customers, but when companies add lots of rules and restrictions to a loyalty program, it can actually have the opposite effect.

My Comment: Let’s start this TOP FIVE roundup with an excellent article about customer loyalty programs. This makes a great point, that when the perks go away, the customer may go away. My take on this is that loyalty programs are actually marketing programs. Most drive repeat business. Nothing wrong with that, but don’t confuse repeat business with true loyalty.

The Pros And Cons Of Instituting A Customer Loyalty Program by Jim Granat

(Forbes)  If you decide to reward your customers with a loyalty program, there may be some consequences you haven’t considered. We’ll take a look at some of the pros and cons of instigating a customer loyalty program for your small business.

My Comment: So, on the topic of loyalty programs, this second in our TOP FIVE roundup is a perfect follow-up to the first article in the group. This time, the article covers some of the pros and cons of setting up a loyalty program. If you are thinking of starting a program – and even if you have an existing one – this is an excellent article with some good ideas.

But Does She Have Customer Service Skills? …a fancy resume is just not enough. by Steve DiGioia

(Steve DiGiooa) Every business, whether they sell cars, software, or chicken nuggets is in the customer service business. How we relate to a potential customer takes a skill set that cannot be taught in school or a few specialized programs.

My Comment: The point of this article is simple. If you’re looking for someone who can deliver great customer service, it doesn’t matter if the candidate has an MBA, graduated top in her class or anything else that would make a candidate look impressive. If experience in customer service is not part of her background and her personality isn’t going to fit, all the degrees and high levels of intelligence may not be enough.

In-House vs Outsourced Customer Service: What’s Right for Your Business? by Kim Campbell 

(Blue Ocean) Considering outsourced customer service for the first time? It’s likely you already outsource many other areas of your business, but we get it: outsourcing those critical frontline interactions with your customers feels like a whole new ballgame. Which choice is better for your business? Below we discuss the pros and cons of in-house versus outsourced customer service.

My Comment: People often tell me how much they hate customer service that sends the support call overseas – often to a support center that isn’t even run by the company they are calling about. Sometimes the customer knows it, sometimes not. Regardless, a good outsourced customer service organization can be an amazing partner to the company. A customer shouldn’t notice a difference. It should be a seamless brand experience. So, let’s assume the outsourced department is really good. Why could a company benefit from outsourcing their service? This short article will give you some answers.

3 in 10 Americans would rather watch paint dry than be put on hold by Zoya Gervis

(New York Post) Having to stay on hold for too long, being transferred multiple times and dealing with grumpy employees are just some of the poor customer service experiences Americans deal with, according to new research.

My Comment: I like an article full of stats and facts to make the point. Here are some strong facts surrounding the good and bad of customer service. It’s hard to believe (but it’s true) that there are still rude customer service reps. Some rudely hang up on customers. Some just deliver poor service – often appearing not to care. In an era where customer service and CX are paramount to the success of an organization, why wouldn’t some of these companies, who are recognized for poor service, step up and just meet the customer’s expectations? Here is some fun reading with survey stats that will make you think.

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.