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. New Social Care Track at Social Media Marketing World Shines Spotlight on Customer Service by […]
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.
New Social Care Track at Social Media Marketing World Shines Spotlight on Customer Service by Dan Gingiss
(Social Media Today) For the first time in its now four-year history, Social Media Marketing World introduced an entire track at its popular conference dedicated to Customer Service. Consisting of four unique individual sessions and two dynamic panel discussions, the Social Care Track delivered on its promise to sharpen social customer service skills and convince social media marketers that great service is critical to their success, too.
My Comment: Have you (your company) embraced social media customer service? If not, you are going to be left behind. The biggest social media conference in the world felt that social customer care was important enough to create a specific track. And each session was filled. Dan Gingisss gives an excellent recap of the highlights.
Why Nordstrom’s Innovations Insures It Is Supreme in Customer Service by Walter Loeb
(Forbes) Nordstrom recently published its annual report emphasizing its efforts to be on the leading edge of retail innovation. Its devout attention to service, a.k.a. customer care, makes shopping in its stores a delight. Caring for the customer adds momentum to sales and recognizes consumer priorities. Here I outline just a few of the many innovations Nordstrom has been pursuing in recent years.
My Comment: Nordstrom is no doubt a rock star when it comes to customer service. I always enjoy reading articles about how they do what they do so well. This article points out how they are keeping up with technology and innovation. We can all learn from this icon in the customer service world.
Five Top Causes of Customer Attrition (and How to Deal With Them) by Chris Frascella
(Win the Customer) While customer service problems aren’t always your fault, your ability to respond to a customer’s concern is within your control and is the responsibility of your organization.
My Comment: What makes a customer service rep effective at what he or she does? Or, what causes them to not deliver the excellent service experience you hope for? This article shares five reasons a customer support rep may struggle to deliver an amazing customer service.
Hacked: How & When To Use Emojis In Customer Support by Emil Hajric
(Helpjuice) As you can see, the biggest CHALLENGE in customer support today is to humanize the relationship with customers. Here is the twist: Using EMOTICONS/EMOJIS in customer support will make your job so much easier and humanize your relationship with customers online!
My Comment: The use of emoji’s for a rating system has been a little controversial. For example, some social channels gave you the choice to like a post or not. Now you can assign an emotion to your rating. Does it make you happy, sad, mad, laugh, etc. Why wouldn’t a company want to know this? This is an interesting article about how and when to use emoji’s.
The History Of Customer Service by Kelechi Okeke
(CXService360) Customer service as we know it today has taken over 2 centuries to evolve. Merchants, tradesmen even the local butcher and hat makers had begun to realize the importance of creating mediums for their customers to contact and engage with them.
Bonus! It’s not an article, but an infographic that shares some interesting history on how customer service was developed. Think about a time before computers, phones and cars. To have a problem or complaint resolved, you had to show up in person. Today, you just take out your “smartphone.” I enjoyed this adaptation of customer service history, and I hope you will too.
Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. For information contact or www.hyken.com. For information on The Customer Focus™ customer service training programs go to www.thecustomerfocus.com. Follow on Twitter: @Hyken
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