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. The JetBlue Story: Customer Service in an Industry Americans Hate by Sharpen (Sharpen) Delayed flights. Lost […]
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.
The JetBlue Story: Customer Service in an Industry Americans Hate by Sharpen
(Sharpen) Delayed flights. Lost luggage. Cutting-it-way-too-close layovers. Whether it’s a seasoned traveler or a first-time flyer, flying is stressful for everyone. When a flying experience goes south, travelers feel desperate for help and seek the reassurance that it will all work out. However, US airlines aren’t exactly known for their warm and fuzzy customer service. Flyers can feel abandoned, as if the airline doesn’t even care. The sad truth is, they may not care – because they don’t have to.
My Comment: It’s not that people don’t like to travel. They don’t like travel hassle. Airlines are known for customer service horror stories, although many of the issues are due to weather, air traffic control and even an occasional mechanical problem. (Note: I’d rather be on the ground when they find out about a mechanical problem!) Our friends at www.SharpenCX.com sent over a wonderful story about how JetBlue works hard to eliminate the travel hassle. Lessons we can all learn from!
WhatsApp – Better than Twitter for Customer Service by Mark Shaw
(Mark Shaw) The delivery of customer care/service has changed a lot over the last few years. 3 years ago if you had an issue with a product or service chances are you either had to write into them, email them or call the dreaded call centre and be left in a black hole for ages. Then Twitter came along and it all changed. People could now use Twitter to tweet your business and complain. Most businesses now have a Twitter presence and most will answer/deal with your issues via Twitter. How well they do is the topic for another blog post.
My Comment: Here it comes… Another social channel for our customers to connect with us. WhatsApp is moving into the customer service social care arena. This interesting article explains why companies need to also be available on this channel. I’ve been asked many times, “Which social channels should we monitor for customer service?” The answer is simple: “The ones where your customers are (trying to) interact with you.”
4 Ways to Build Trust with Customers That Can Transform Your Business by Susan Solovic
(Susan Solovic) Trust may be the single most important foundational element in a business relationship, and with so many business relationships starting from the Internet today, knowing how to build trust with customers and prospects via the digital media is essential for success.
My Comment: Susan Solovic writes a short article with some simple, yet powerful, ideas on trust. You may have heard the old saying: “People want to do business with people they know like and trust.” It’s true. Trust creates confidence, which can lead to a customer coming back and eventually becoming a (coveted) loyal customer.
How Do You Celebrate National Customer Service Week? Here’s How We Do by Pisano
(Pisano) The first week of October was announced as National Customer Service Week in 1992 by President George H. Bush. A business cannot determine how much it is successful by taking the endorsement into consideration. Happy customers make the company successful. That’s why companies develop new strategies to improve customer service. National Service Week is important part of the all customer service sector.
My Comment: Customer Service week was just last week, but that doesn’t mean you should stop focusing on customer service. In case you missed it, check out what our friends at Pisano did to celebrate. And, whether you missed it or not, Customer Service Week doesn’t stop at the end of a week. It’s just a way to celebrate the people who provide amazing customer service throughout the year.
8 Ways to Amplify the WOW Factor in Your Customer Experience by Garin Kilpatrick
(THINK Marketing) A great thing about WOWing your customers is they will often become brand advocates and help promote your business through word of mouth marketing and social media.
My Comment: The best companies amaze their customers with occasional WOWs, but at a minimum, are always being just a little above average. Note the word “always.” Always above average is amazing. Throw in a WOW at the right opportunity… and POW!
Retail Branding: The Complete Guide by Retail Vision
(Retail Vision) Here we have pulled together the most useful resources on the web to help you get retail branding right.
My Comment: Branding may not officially fall into the customer service or customer experience (CX) category, but I believe it all ties together. Here a great resource on branding with lots of links to resources and articles.
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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