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.
To Provide the Best Customer Experience, Be Proactive by Frank Konkel
(NextGov) “Be where your customers are” and other helpful tips from customer experience professionals.
My Comment: Is it possible to learn a customer service lesson from government? The short answer is yes. Several government agency rock-stars met to discuss how to improve customer service. Turns out their ideas are applicable to virtually any industry.
(Entrepreneur) Customers should have the option of comparing offers that are tailor-made to their needs for a financial product, complete and self-submit their applications.
My Comment: If you’re not willing to deliver a customer experience that people remember, you will eventually be dwarfed by those who do. Here are some reminders of what it takes to keep your customers happy – and coming back. Easy access, personalization and a consistent experience are just a few ideas shared in this short, but powerful article.
Hotel Guest Service: Being Capable Is Not Enough by Steve Curtin
(Hotel Executive) Having been enticed by all the images of the specialty cocktail, I was looking forward to ordering one. So you can imagine my disappointment when our server told me it was no longer on the menu.
My Comment: My friend Steve Curtin, fellow customer service expert, shares an entertaining story about a problematic experience at a hotel restaurant. I remember it well – as I was the “colleague” trying to order a Philly Cheese Steak sandwich (which I never got). A good service opportunity went bad. Steve’s background is in the hospitality business, and so much of what he shares in this article can apply to any business. The hospitality mentality applies to all.
Customer Experience Mistakes That Can Ruin Your Business by Nate Vickery
(CustomerThink) The Customers 2020 Report states that by the year 2020, customer experience will take its rightful place as a key brand differentiator. This comes as no surprise, especially if we take into account the rise in today’s customer-centric culture.
My Comment: If you want to ruin your customer’s experience, here are five ways to do it. From simply providing poor customer service to one of the all-time worst excuses you can give a customer, you’ll find something you’ve probably experienced yourself at another business – that hopefully your customers never experienced at your business.
How to Engage Remote Customer Service Teams by John Ernsberger
(CustomerThink) Last month, Amazon announced plans to hire more than 3,000 customer service representatives. These roles would offer $15 an hour for pay, provide overtime, and allow workers to qualify for healthcare coverage after 90 days of employment. But perhaps the most enticing news of all? The workers would be completely remote.
My Comment: More and more companies are using remote teams to support their customers. So, how do you keep everyone motivated and in alignment with your service vision when they are spread out – in multiple locations, in multiple states – and often working from home? SteallService provides us the answer.
Achieving digital customer service transformation Pegasystems Inc.
(Pega) Read this whitepaper to learn how to rethink service in the digital era and transform your approach to achieve proactive service and deliver seamless experiences for your customers.
My Comment: Pegasystems came out with a new report that landed on my desk this week. It’s focused on the digital service transformation. More and more, companies are utilizing digital technologies to support their customers. There are opportunities and pitfalls to be aware of. This report will share the latest trends, some stats and a great section on friction and convenience. It’s gated, so you’ll have to provide your information (name, email address, etc.), but it’s worth it.
Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. For information on The Customer Focus™ customer service training programs go to www.TheCustomerFocus.com. Follow on Twitter: @Hyken