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. How to handle customer complaints? 6 tips you must know by Alibaba.com (Alibaba.com) […]
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.
How to handle customer complaints? 6 tips you must know by Alibaba.com
(Alibaba.com) This article summarizes 4 common types of customer complaints and worked out 6 tips to handle them smartly and strategically.
My Comment: Let’s start this week’s TOP FIVE roundup with an important topic that I’ve written on many times in the past, and that is how to handle customer complaints. The first five tips could actually be seen as a process; respond quickly, acknowledge, apologize, resolve the problem and follow-up. The sixth tip, which features specific verbiage to use, is very tactical.
How to Nurture Your Online Customers And Turn Them Into ‘Brand Evangelists” by Peggy de Lange
(B&T) Building a connection with existing customers is just as integral to any marketing strategy as winning new ones, but how do we turn customers into spokespeople for our brands?
My Comment: For our readers who are focused on online customers, this is a great article for you. It’s difficult to create a connection when the primary mode of communication between the company and the customer is digital. Fiverr has been one of my favorite online brands for years. One of their executives is sharing some of their secret sauce. Guess what? Even if you don’t have a major online presence, this is also for you.
Customer Empathy: Four Data Points for Understanding How the Pandemic Has Impacted the Customer Experience (CX) by Janelle Estes
(eWeek) The data points in this article can help companies gain a better understanding of how the pandemic has affected CX, and what they can do to meet and exceed customer expectations now and in the future.
My Comment: Our customers have changed during the pandemic. Actually, it’s more that their expectations have changed. This article shares some observations that seem to be more prevalent based on the way COVID-19 changed the way we shop, interact, communicate and more.
How to Commit Your Brand to Customer Success by Jared Atchison
(Business2Community) There are countless ways to grow your brand as a small business owner. Effective marketing, a strong customer support team, and a robust content strategy all contribute to the development of your company. When you look at all of these factors, you’ll find that they have something in common.
My Comment: There is a difference between customer service and customer success. Customer service is about interactions between the company and the customer. Customer success is what happens after the sale that ensures your customer has a good experience – a successful experience – with what you sell. Once your customers buys, you want them to have the best possible experience with your product. That might mean teaching them to use the product properly, following up with tutorials, and more. If you currently don’t have a customer success program, this article will give some insights to help get you started.
4 Ways for Marketers to Maximize Customer Retention by Jenn Horner
(destinationCRM) When you add together a year that turned marketing on its head, a rise in consumer expectations for how brands engage with them, and growing angst and regulation around data privacy, there’s no denying that brands must prioritize customer retention efforts in 2021.
My Comment: I’ve been thinking a lot about customer retention lately, especially as I launch my upcoming book (I’ll Be Back: How to Get Customers to Come Back Again and Again). Customer Retention is more important than ever. Before you can have loyal customers, you have repeat customers. This article covers some interesting content related to two reasons you want to focus on retention and specific steps on how to make that happen.
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.
Sign up for instant access to Shep’s research report on customer service and customer experience.
"*" indicates required fields
© 2023 Shepard Presentations, LLC. All Rights Reserved.
Legal Information | Sitemap | Site by: digitalONDA
Legal Information | Sitemap Legap
Site by: digitalONDA