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. What’s stopping your customers from being loyal? by Graham Jones (Graham Jones) Most business leaders […]
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.
(Graham Jones) Most business leaders appreciate that 80% of their profits come from 20% of their customers. These leaders understand that by ensuring that 20% continues to buy from their company, their profitability is assured. Keeping loyal customers is the “holy grail” of business.
My Comment: This is a very interesting way of looking at customer loyalty. It appears the biggest issue preventing loyalty is consistency – actually a lack of consistency. A lack of consistency will create a lack of confidence, which leads to a lack of trust, which erodes the possibility for loyalty. The author has some excellent examples of why customers are loyal to one brand over another.
(WebProfits) Who, or what, is responsible for bringing new business through your door?
My Comment: This is much more than an article. It’s actually a short “play book.” The author has shared a wealth of information on how to create customer advocacy. One of the most powerful forms of marketing is when others (as in your customers) do the marketing for you. When your customers become your advocates – or as I like to call them, evangelists – they sing your praises to others. And, who wouldn’t want that!
(Sharpen) We’ve all dealt with an angry customer…You know – the one who is ready to fight before you even say hello. They interrupt you, scream, make unreasonable requests, and either demand to speak to a supervisor or hang up. It’s an unavoidable situation as a customer service agent, and it’s no doubt the hardest part of your job. The bad news is that there will always be angry customers, the good news is there are some effective strategies you can use to calm them down.
My Comment: Our friends from Sharpen came out with another great article, this one on handling three types of angry customers. Good tips and tactics to turn an angry customer’s rant into a rave. My philosophy has always been that we’re never trying to win an argument. We’re trying to win the customer!
(LinkedIn) The strategies for keeping customers for life can be honed down to some basic steps that any business owner can use. To get customers, keep them and to get enthusiastic referrals follow these 25 proven techniques.
My Comment: Many of you know I love a good list. This one, from Arnold Sanow, is a list of 25 simple, common sense (unfortunately not always very common) ideas that will help you create customer loyalty.
(Big Brand System) As the owner of your business, you’ve got to have enough empathy for your customers to design an experience for them that will make you their favorite as well. Instead of someone who frustrates them.
My Comment: Sometimes it’s not the big things that create loyalty. It can be the little, seemingly insignificant things, that make the difference. While I enjoyed the entire article, the first part is what made me want to share this in this weekly roundup. It opens with the story about why the author’s favorite airport is Philadelphia International.
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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