Top Customer Service and Business Articles Each week I read a number of customer service articles from various online 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. Shared Feelings in the Sharing Economy by Nanette Brown […]
Each week I read a number of customer service articles from various online 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.
Shared Feelings in the Sharing Economy by Nanette Brown
(ICC/DecisionServices) In the sharing economy (per NY Times columnist Thomas Friedman), companies like Uber, Lyft, Feastly, AirBnB, and Rover let you turn an under-used asset (for example, your guest room or the passenger seat in your car) into a revenue stream, or let you procure access to assets and services offered by other individuals. While regulators and economists struggle with the financial impacts of the sharing economy, individuals are also struggling to find their way in this brave new world.
My Comment: It makes sense that the customer would choose if they wanted to (or not to) do business with a company. It’s an interesting switch that the business would rate customers, and as a result, choose if the company should do business with them. This article may focus on Uber, as the drivers get to rate their customers. Not sure that I agree that the drivers get to make the decision, but that’s not the point. The point is the concept: rating customers and determining if they are worth doing business with. A bad customer can cause damage to the morale of the employees – and more.
Who’s next? A customer service lesson from your local barbershop by Meredith Sain
(Desk) I grew up in a small town. A really small town where neighbors were friends, families were close-knit, and hugs were easy to come by. My dad owned a local barber shop, the kind you see in old movies – cash only, hot shaves, and men laughing heartily at jokes – and before that, my grandfather owned the shop. Same scene, different time. For generations, customers have jumped out of their seats when their barber yelled, “who’s next?” (no appointments here!). Many years have passed and the same families, the same loyal customers still visit my dad’s shop. Growing up in the family business, I learned a lot about customer service.
My Comment: Theodore Roosevelt once said, “People don’t care how much you know until they know how much you care.” That’s what came to mind as I read this article about how a barber can build a loyal following by doing more than just giving exceptional customer service, but by caring. That message came through loud and clear.
How A Great Company Culture Helps With Customer Loyalty by Jacob Shriar
(OfficeVibe) Loyal customers come from having amazing experiences with your company. Those amazing experiences come from employees that are engaged and willing to go that extra mile.
My Comment: The culture of a company is its destiny. If the culture isn’t customer-focused, customers will experience inconsistency depending on who they interact with. Inconsistency leads to a lack of confidence, which leads to a lack of loyalty. When it comes to customer service, it really starts with the top leadership pushing the service culture through the company.
The 5-Star Approach To Turning A Customer Experience Around by Cheryl Conner
(Forbes) No matter who you are, every entrepreneur has had an unhappy customer or follower, at least now and then. Today I invite you to meet Jonathan Sprinkles, communicator, keynote speaker, author, and self-described “Connection Coach.”
My Comment: Whenever the customer has a complaint, the goal should not be just to fix the problem. It should also be to restore confidence. This “Five Star” approach will do the job. The fifth step – or star – is about accountability, which may be the most important step.
How to increase your competitive edge through customer experience by Jim Iyoob
(LinkedIn) Here are tips that can help you create a competitive advantage by offering superior customer service.
My Comment: Great info about the customer experience. As much as it is about the customer, it is also about employees. I love that this article included “Satisfy Your Employees” as one of the strategies.
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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