Each week I read many 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. This is Where Rewards Programs Lose Most of Their Members by Jenn McMillen (CustomerThink) Considering […]
Each week I read many 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.
(CustomerThink) Considering the cost of attracting new customers – one estimate is seven times more than keeping existing ones – many companies would do better to focus on retaining their engaged enrollees. Yet 44% of companies say they’re more keenly focused on customer acquisition and just 16% on retention.
My Comment: If you have a rewards program, is it working? If not, this article could shed some light on why. Here you will find some interesting stats and findings about why rewards programs fizzle out, the mistakes companies/brands make, and more.
(Inc. Magazine) Does your organization’s customer service strategy sacrifice humanity for the sake of efficiency? Here are three ways to adjust.
My Comment: We are in the digital era of customer service. So many questions, problems, and complaints are answered and resolved using a form of customer support other than the phone. But that doesn’t mean these digital options are the best. Our customer service research found that while 71% said they would use self-service tools, 65% still want to use the phone first. The best companies have found the balance between digital and human, as they realize there is still a significant desire for human-to-human customer support.
(Designmodo) Businesses go to great lengths to earn customers’ loyalty, especially in this digital age. If you want your business to stand out from the competition, it’s crucial to take the necessary measures to ensure customers remain loyal.
My Comment: Who doesn’t want customers to come back? Customer retention happens for many different reasons from a great product, good prices, amazing service, and more. Here are five good reminders of how to get your customers to return. I’m partial to number four… Provide Exceptional Customer Service.
(The Drum) When we reflect on poor customer service, we often associate it with long wait times, inadequate staff and slow outcomes. But we fail to reflect on the marketing overpromises or products that have underdelivered in meeting customers’ expectations. Iqra Ansari, managing consultant at Frog, suggests rather than looking for someone to blame, it falls to the customer service teams.
My Comment: I’ve said this many times before, “Customer service doesn’t cost. It pays.” This short article emphasizes that poor customer service goes beyond the employees who deliver a less-than-stellar experience. Not investing in other areas of the company could be the cause. It could be systems, marketing messages that over-promise, lower quality products, and more.
(Yelp) Anyone who’s worked in or owned a restaurant knows it can be a demanding profession. Oftentimes, what keeps us engaged and happy to serve are the people working beside us.
My Comment: It doesn’t matter if it’s a restaurant, hotel, retail store, manufacturer, etc., etc., etc., if you want to deliver a great customer experience, you need good people. While the fourth on our list of articles this week emphasizes other reasons for a poor customer experience, this article focuses on people. Without the right people on the bus, all headed in the same direction, your customers could experience poor service. As the article states, it starts with culture… who you hire.
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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