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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. Customer Experience Leaders Can Learn from Baseball by Lynn Hunsaker (CustomerThink) Your growth at every […]
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) Your growth at every level — financially, reputationally, professionally, and personally — is superior when customer, employee, and partner experience are managed as a team sport. When you stop to think about it, there are many important parallels between any team sport and superior customer experience, employee experience, and partner experience.
My Comment: If you’re a baseball fan, you will love this article. If you’re not, still read it. The author, who happens to be one of the leading experts in the customer service/experience space, uses the different positions and roles in a professional sports organization (including the manager, coaches, doctor, and more) as a metaphor for what it takes to assemble a customer-focused team.
(The Ascent by The Motley Fool) Handling customer complaints is arguably the most important aspect of customer service. Here are the most common complaints you’re likely to encounter and how to handle each.
My Comment: We dread the complaining customer, but the reality is that when a complainer has a great experience (problem resolved with the right attitude), that customer has a higher opinion of the company than if there wasn’t ever a problem. The point is that complaints handled well are a powerful strategy to create repeat business. This article has some excellent insights and ideas on how to handle complaints, the different types of complaints, and more.
(The Ascent by The Motley Fool) Great customer service doesn’t happen by accident. These eight customer service standards will delight existing customers and attract new ones. Here’s how to apply them to your business.
My Comment: Standards imply the basics, as in foundational concepts, that should be considered by all. As I read this article, that’s exactly what I found. Here is everything from analyzing the customer’s journey to response/hold times – and much more. While there might not be anything new, you’ll find some important reminders that will help you stay customer-focused.
(No Jitter) To imagine truly “friction-free” customer experiences (CX), think about the delight and awe we have while watching athletes perform amazing feats, defying gravity, and breaking new records for speed and precision. They make it look effortless.
My Comment: Whether they know it or not, all customers want a frictionless, hassle-free, easy customer experience. Our customer service research found that convenience (as in no friction) makes price less relevant and gives companies and brands a competitive edge. This article emphasizes the importance of eliminating friction and shares some ideas to help your customer support team provide better service.
(Better Business Bureau) Calling customer service is often a frustrating experience. You are put on hold multiple times only to find out that no one can help resolve your problem. Plus, with multiple customer service scams out there, even getting in touch with customer support can pose a challenge.
My Comment: We close this week’s Top Five roundup with an article that focuses on what a customer should do (not a company) when they want to get better customer service. The Better Business Bureau shares 11 consumer/customer tips, starting with looking at the customer service that a company provides before choosing to do business with them. As a company or brand, I’d look at each of these and ask myself, “If a customer followed any or all of these tips, would they be happy with the experience we provide?”
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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