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. Six Steps for Improving Customer Engagement and Loyalty by Genelle Kunst (Chain Store […]
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.
Six Steps for Improving Customer Engagement and Loyalty by Genelle Kunst
(Chain Store Age) Establishing a loyalty program is a fundamental first step to improving customer loyalty. However, there are other key strategies that can help improve customer engagement and retention.
My Comment: Want to build repeat business and customer loyalty? This article should spark some ideas. Giving the customer a self-service experience, which goes beyond customer service/support, but is baked into the entire buying process, is a good place to start. These ideas focus on retail, but as I keep preaching, apply to just about any business and industry.
Building The Backbone of Your Business: Customer Service and Support by Andrew Madeira-Silva
(Bookmark) With the massive spike in online sales due to the pandemic this year, you can expect more site traffic than ever. So if you want your customers to leave your site with a smile, this is what you’re going to need to know.
My Comment: The backbone of almost any business is its customer service and support. Here’s a list that includes reminders and a few new ideas. For example, in the retail world returns should be as easy as the purchase. For all of us, a frequently asked question page (or two or three) will save the customer time, making for a better customer experience. And there are nine more!
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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