Top 5 Customer Service & CX Articles for the Week of November 15, 2021

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

Lego Customers Lose Millions of Pieces a Year. The Company’s 4-Word Response Is the Best I’ve Ever Seen by Jason Aten

(Inc. Magazine) Lego Group knows something about talking to its customers, and not just because it has a few creative employees. The company has built one of the best examples of a customer service organization I’ve seen. It turns out, as I discovered talking to people at the company, it all revolves around four words.

My Comment: I love great examples of customer service, and this is exactly that. Lego is an internationally recognized brand – and a fun brand. Take a quick read and learn how they handle their customer service issues. You’ll love the four words. It’s a great lesson from an iconic brand. Every company should have its “four words.”

Evaluate Your Customer Service Performance with These 10 Essential Metrics by Julie Weishaar

(CustomerThink) One of the most effective ways to stand from your competition in today’s competitive market is to provide stellar customer service. By evaluating relevant key performance indicators (KPIs) or call center metrics, companies can gauge how their customers perceive the support they receive from their organization.

My Comment: I know, metrics aren’t the most exciting topic, but this article is quick and to the point, sharing some important measurements you’ll want to consider. If you’ve struggled with how to measure, or “evaluate” your customer service, here are some ideas to give you some clarity.

Customer Experience Metrics: The Top 5 Ranked by Dan Gingiss

(Dan Gingiss) When you have the right metrics, you can sell senior management on your customer experience initiatives and get the buy-in, budget, and resources you need. When you have the wrong metrics, you will often achieve the opposite result. So-called “vanity” metrics, for example – followers, likes, retweets, and influencer mentions in social media, for example – will leave the CEO or CMO exclaiming that famous line from Jerry Maguire: “Show me the money!”

My Comment: And just when you thought you had enough of metrics, my buddy and fellow CX expert, Dan Gingiss, shares his five favorites. We just recently presented a program together on how to get the C-Suite to invest in customer service and CX. This is the way. They want proof in the form of ROI. These metrics will definitely capture their attention. Show them the numbers, and they’ll show you the money!

Ace Hardware Goes Thanksgrilling in Customer Service Strategy by Judy Mottl

(Retail Customer Experience) Ace Hardware is going all out in stores this Thanksgiving to help customers not only find the right grill equipment but also chef tips on making the feast a success. It’s all about the brand’s ‘helpful place’ promise to customers.

My Comment: I love Ace Hardware! I even featured them as the role model throughout my book, Amaze Every Customer Every Time. Here is another lesson from an iconic brand, this time one that focuses on customer engagement. Ace Hardware is known as “The Helpful Hardware Place,” and they continue to help and connect with their customers, this time with their “Thanksgrilling” cooking demonstrations that ensure their customers enjoy a magnificent turkey for Thanksgiving.

What Customer Loyalty Looks Like Post Pandemic by Andy Stockwell

(MarTech Series) The past eighteen months has seen a significant shift in the way that customer engage and interact with their favourite brands and it’s not just a passing trend. Going forward, marketers need to consider the creation and retention of loyal customers as a fundamental part of business growth.

My Comment: Many experts have claimed that the pandemic destroyed customer loyalty – at least for some customers. Customers learned new ways of doing business. As an example, some customers had seldom, if ever, shopped for groceries online. Now, it’s the only way they shop. If the retailer they were loyal to for years didn’t offer a good delivery option, the customer defected to a competitor. So, what does loyalty look like after the pandemic, and what can you do to keep your loyal customers? You may find some answers in this article.