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. How to Demotivate Your Best Employees by Dina Gerdeman […]
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.
(Harvard Business School) Many companies hand out awards such as “employee of the month,” but do they work to motivate performance? Not really, says professor Ian Larkin. In fact, they may turn off your best employees altogether.
My Comment: This is an interesting article about those employees who “appear” to be engaged and productive, but are not. The incentives and the rewards that we think might be motivating our employees may not be doing their job. The good news is that some rewards work, and I appreciate that the author shared some great examples of both.
(The Motley Fool) In the video below, Motley Fool CEO Tom Gardner sits down with Starbucks (NASDAQ: SBUX) CFO Troy Alstead during a recent visit to Starbucks headquarters in Seattle. In this portion of the video, they discuss Starbucks’ loyalty card, including how the idea evolved and how it helps to increase customer loyalty and gift-giving. A full transcript follows the video.
My Comment: Anytime the executives at Starbucks talk, we should listen. Starbucks is one of the companies that have truly loyal customers. I believe that their customers would stay loyal even without a loyalty program. That’s because their service and their product are that good. Contrast that with most of the airlines. Take away those frequent flier miles and the customer will switch to another carrier that continues to give them miles. That’s not a loyalty program. That’s a discount marketing program. What Starbucks offers is a true loyalty program. And, I love that the video is included with the article.
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.
(Copyright ©MMXIII, Shep Hyken)
Sign up for instant access to Shep’s research report on customer service and customer experience.
"*" indicates required fields
© 2024 Shepard Presentations, LLC. All Rights Reserved.
Legal Information | Sitemap | Site by: digitalONDA
Legal Information | Sitemap Legap
Site by: digitalONDA