Top 5 Customer Service Articles For the Week of October 13, 2014

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.

Customer Service – Which Comes First – the Customer or Your Staff? by Kristina Evey 

(Kristina Evey) We try to give customers everything they want… and more.  We try to please them to keep them not only satisfied, but loyal.  Yes, without the customer, you wouldn’t be in business. But there is another factor in this equation… your staff.

My Comment: This article is spot on. You can’t focus on customers without also focusing on your employees.  Even though a company typically starts a business with the customer in mind, at some point the emphasis has to shift to the employees.  And, that should be sooner than later.  They are the ones that drive the customer experience.  It’s really simple: What’s happening on the inside of a company is felt on the outside by the customer.

Keys To Being Social: Loyalty by Bridget Willard

(You, Too, Can Be A Guru) What is it in us that drives us to value relationships?

My Comment: True loyalty doesn’t come because of an app. It doesn’t come because you have a punch card where after ten punches you get a free sandwich. It is about the relationship. Take away those “perks” and would the customer still be loyal? Many factors play into loyalty, as mentioned in the article, but here is something to consider. If satisfaction is a rating, then loyalty is an emotion. There are plenty of ideas in this great article to trigger the emotional side of loyalty.

Ask The Experts: What should I know before introducing a loyalty program that rewards customers at my business? by Business Vancouver

(Business Vancouver) Loyalty program should reward both customers and business.  

My Comment: Too many times companies confuse a loyalty program with a marketing program. There is some sage advice (pun intended) in this article about what true loyalty programs do. They not only reward a customer for doing business with you, but they also engage and endear the customer to you.

15 essential best practice tips for social customer service by Luke Brynley-Jones

(Econsultancy) Here are 15 of the most useful best practice tips I’ve learned from some of the world’s leading brands.

My Comment: These 15 tips actually make a nice process for handling customer complaints, not just through social channels, but traditional channels (phone, email and even in person) as well.

10 Quintessential Quotes for National Customer Service Week by Tricia Morris

(Parature) Here is a quote-a-day sampling to share with your customer service team – or, if you’re a brand or organization focusing on customer-centricity, share these with every department.

My Comment: Customer Service Week was last week, but that doesn’t mean that we can’t focus on customer service the following week – or even the entire year. (HA!)  Seriously, this article has ten great customer service quotes that are great conversation starters for your next meeting.

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.