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. 16 Great Customer Service Tips and Examples by Tom Coombe (Small Business Trends) Customer service […]
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.
(Small Business Trends) Customer service in the U.S. is a multi-billion dollar industry, one that’s growing all the time. But don’t make the mistake of thinking that customer service is solely the domain of people in call centers answering complaints and questions.
My Comment: Great customer service isn’t rocket science. At some level, it’s common sense, which unfortunately isn’t as common as it should be. For example, how hard is it to answer the phone (quickly)? That’s the first tip in a list of 16 tips (actually there’s more) to deliver better customer service. This is worth a read and a share with your team.
(Built In Austin) Companies that scale too quickly are prone to losing one-to-one customer communication. As a result, prized customers feel lost or ignored when they most need help using a product or measuring success.
My Comment: Scaling customer service or CX is about using technology to create a better experience. Unfortunately, some companies or brands lose sight and focus too much on the tech and end up losing their human-to-human connection. There are a couple of great quotes in big letters that are spot on. So, even if you don’t read the article – and you should – at least check out the quotes.
(Bluleadz) When your tech misbehaves, it inevitably sabotages any process it’s applied to. And since so much of software and IT is opaque, you might follow whatever recommendations it spits out – without ever knowing they’re off the mark.
My Comment: Let’s stay in the technology lane. Here we have a very robust article on how technology can enhance, or as the title promise, delight, and retain customers. There is plenty of good information here – and it’s fun to read. I love the GIF’s! There is also some info on how outdated tech could be hurting the experience, as well as Following the article are several trends to track. There’s something here for every business.
(Entrepreneur) The way brands and customers communicate and interact with each other has been changed significantly by social media. It’s become the preferred way to ask questions, relay information, and receive feedback.
My Comment: I’m a big fan of using social media to enhance the customer experience. Here’s an article that includes four ways you can do exactly that. Pay special attention to number two, which is to post or re-post “User Generated Content” ( also known as USC) created by your customers on the different social media channels your company is on.
(Sharpen) When businesses focus on improving their customer experience and service strategy, they can see up to an 80% increase in revenue.
My Comment: Let’s jump over to the contact center world with a great article from our friends at Sharpen. Training, automation, and data are the three topics that this article focuses on. This isn’t just information. The author refers to these as projects to help refresh your customer service strategy.
(TopRank Marketing) Take a look at 10 forthcoming or recently published books that offer an array of fascinating tactics, tips, case studies, and other insight from some of the industry’s top business marketers and subject matter experts.
My Comment: I am honored to be on the list of Ten Top New marketing Books. My newest book, I’ll Be Back: How to Get Customers to Come Back Again and Again is included. You can learn more at www.IllBeBackBook.com or Amazon.
(Michelle Joyce Speakers) It comes as no surprise that a few of our speakers are included in this list because we do think they are among the best at what they do. At the same time, we recognize there are many other great speakers out there too. In our efforts to educate all event organizers, here is a list of seven speakers we feel have earned an incredibly solid reputation in this space.
My Comment: And yet another list. Michelle Joyce Speakers is one of the top management companies in the world of professional speaking. She’s compiled a list featuring the top customer experience keynote speakers. It is an honor to be associated with such an esteemed group of professionals.
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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