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. Customer Clairvoyance: I Never Knew I Always Wanted This by Chip Bell (Forbes) […]
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.
Customer Clairvoyance: I Never Knew I Always Wanted This by Chip Bell
(Forbes) Dartmouth business school Vijay Govindarajan and author of The Innovator’s Dilemma describes three barriers to brand survival in a changing world.
My Comment: Here is a great testimonial to the combination of a great customer experience and product. You know it happened when the customer says, “Wow! I never knew I wanted that.” It’s an Apple moment. Steve Jobs had the goal of giving a customer something they didn’t know they needed or wanted until they actually started using it. My friend Chip Bell, customer service expert, summarizes this idea quite nicely in this excellent article.
When We Stop Doing The Things That Made Us Great by Josh Linkner
(Josh Linkner) Last weekend, I went to one of Detroit’s most celebrated Italian restaurants. I’d been years ago and anticipated the same exquisite experience. Known for their impeccable service and inspired dishes, I was expecting them to nail every detail like they had in the past.
My Comment: I’ve written about this in a number of articles. Sometimes people (and business organizations) stop doing what made them successful. They get too busy and distracted with growth, new products, etc. In this case, it’s taking the eye off of reputation-making customer service. This article reminds us that no matter how busy we get, how innovative we become, and how much success we are enjoying, we can’t take our eye off of customer service.
5 Communication Tips That Will Boost Customer Trust by Syed Balkhi
(Business2Community) If you want the most loyal customers, ones that will stick around with you for a long time, you need to build customer trust. One of the best ways to build customer trust is by providing great customer service. When your customers know that you have their backs, they’ll have complete trust in you as a company.
My Comment: If you want customers to come back, they must have confidence that the experience they have with you will be consistent and predictable. This article focuses on one of the key strategies in driving customer confidence, and that’s creating trust. This is a list of the five basics that will help your customers trust you. Numbers one, two and four are non-negotiable. Do them. Number three may also be. Number five is can be optional, depending on your business. Great reminders here.
10 Examples of Great Customer Service by Nextiva
(Small Business Trends) To rake up great customer reviews or blow up on social media, it comes down to good ole genuine customer support.
My Comment: I am always reading about my favorite brands, hoping to gain insight into how they do what they do so well. This article lists ten brands, and you will recognize most of them. The author then teaches valuable lessons about each one. Imagine if you were to incorporate all ten of these into your business (and you probably can). The customer service you provide would be… Amazing!
Poor customer service can impact more than just those who experience it by Kristen Dalli
(Consumer Affairs) Most consumers can relate to either seeing or experiencing poor customer service, whether it’s at a restaurant, hotel, or the grocery store. But if you didn’t directly experience the poor service, do you react?
My Comment: Here’s an interesting concept: “Employees should be aware that their audience is much larger than the customer they’re focused on.” The premise of this short article is that the impact you have on a customer, especially if it’s negative, impacts the way other customers may perceive you. While the article uses customer service at a restaurant as an example, there’s enough info to make you start thinking about how the concept applies to your business.
Guide: 8 Expert Tips To Go Omni-Digital by RingCentral Engage Digital
(RingCentral Engage Digital) In this white paper, a number of our expert’s breakdown why changing your strategy to unify your communications across multiple channels can help you adapt to changing customer behavior.
My Comment: The concept of “omnichannel” is about being available to your customers on multiple channels, such as phone, email, chat, messaging, social channels and more. Our friends at Dimelo released a report that includes eight “expert tips” on how to unify communication across these channels. I’m honored to be quoted in this report. By the way, you’ll have to share your name and email to get the report, but it’s worth it.
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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