Top 5 Customer Service Articles For the Week of March 5, 2018

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.

What’s the Difference Between Customer Satisfaction and Customer Loyalty? by Jimmy Rodriguez

(HubSpot) Customer satisfaction is a measurement of a customer’s attitude toward a product, a service, or a brand. It’s usually measured by a customer satisfaction survey on a numerical scale. Customer loyalty is a set of behaviors and attitudes that a customer exhibits that demonstrate loyalty to a product, service, or brand, such as repeat purchases or choosing the brand over a competitor.

My Comment: A satisfied customer is not a loyal customer. I’ve preached this for years. Satisfactory is a rating and loyalty is an emotion. This excellent article takes a deeper dive into the concept of satisfaction versus loyalty, including different ways to measure both.

The Secret Lives Of Contact Center Agents by Sally Mellinger

(Sharpen) Tucked away in a hidden corner of the internet, exists a forum that exposes what it’s really like to be a contact center agent. And, if you’ve ever wondered what your agents thought or said once the headset is off and their shift is over, this is where you would find it.

My Comment: If you have a customer support center, you will definitely want to read this article and hope that your agents aren’t having the thoughts listed at the beginning of the article. What can cause “misery” for your front line support people? Read on!

Customer Service Chatbots Help Reduce Product Returns by Lisa Kosan

(SearchCRM) In previous years, Azumi Mobile was overwhelmed with customer calls after the holiday season as users attempted to return smartphones. This year, chatbots helped address that issue.

My Comment: Over the past couple of years, chatbots have made incredible progress. This article includes the perfect reasons why chatbots should be used for customer support.

10 Things the DMV Teaches About Quality Customer Service by Melissa Thompson

(CustomerThink) It may sound unintuitive, but we can learn much about customer service by observing how the Department of Motor Vehicles (DMV) treats (or mistreats) its customers.

My Comment: The title of this article grabbed my attention. I have memories of grabbing a number and sitting for an hour before it was called, only to find out when I was being “helped” that I was missing some a document that wasn’t on the list of what I was told to bring. We can learn a lot from good and bad service. Most companies will find a few reminders in the ten tips the author shares with us.

The Six Cs of Loyalty Program Marketing by Rick Boubelik

(Colloquy) For loyalty marketers searching for a way to stay ahead of the competition and keep shoppers happy, the Six Cs of Loyalty are a great way to streamline how you’re thinking about each communication, offer or benefit.

My Comment: Want to know some sure-fire ways to create a successful customer loyalty program? Here are six of them, and they include one of the hottest strategies today (even though it’s been around for a long time), and that is “convenience.”

Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. For information on The Customer Focus™ customer service training programs go to www.TheCustomerFocus.com. Follow on Twitter: @Hyken