5 Top Customer Service Articles For the Week of April 11, 2016

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.

Why Customer Loyalty Programs Are Important For Your Business [Infographic] by Stacey Rudolph

(Business2Community) The idea behind customer retention emphasis is simple: there are only finite number of customers any given business can serve. But returning and loyal customers is what makes it possible for the business to perpetually make sales and stay profitable. If we may borrow Pareto’s principle, 80% of your sales come from only 20% of your customers.

My Comment: Here is an excellent short article and infographic about the power and importance of a customer loyalty program. Great stats and facts that will make you think about the program you have in place – or the program you should have in place.

The 4th Industrial Revolution: Customer Experience by Cyril Treacy

(Salesforce) In his book “The Fourth Industrial Revolution,” Klaus Schwab states that the fourth industrial revolution has four main effects across industries.

My Comment: Here is another great article from Salesforce about how a powerful customer service and experience strategy can give you a competitive edge. Klaus Schwab claims it is the next “industrial revolution.” I agree, which means that more than ever, we must put the focus on the customer.

Top 15 Tweets on the Importance of Focusing on Your People by Kristen Doolan

(Energy 2 Engage) No matter the time, day or quarter of business you are about to complete, focusing on your people is crucial to overall success.

My Comment: I love a good list. Here are 25 quotes – actually tweets – about the importance of focusing on people. It will only take a couple of minutes to read through the list, and you’ll find some good conversation starters for your next meeting.

6 Core Emotions in Customer Experience and Why they Matter by Stephan Delbos

(Brand Embassy) There are six core emotions in customer experience: three positive and three negative. Consider each emotion a step, leading on the positive side to customer retention and on the negative side to the loss of the customer.

My Comment: Customer service and customer experience, done well, leads to repeat business, and ideally, long-term loyal customers. Loyalty is really an emotion, versus satisfaction which is a rating. This excellent article shares some insights into six emotions, both good and bad, that customers experience with the brands they do business with.

The 9 Elements Your NPS® Report Must Have by Adam Ramshaw

(Genroe) About 3 minutes after your first customer feedback or Net Promoter® survey goes out, management will be pounding the desk for a report with charts, analysis and recommendations. The question is, apart from a simple chart of scores, what else should be included in your best practice Net Promoter reporting pack?

My Comment: If you’ve been following my work or just reading this “Top Five” roundup over the last couple of years, you’ll know that I’m a big fan of the NPS (Net Promoter Score) customer survey. Adam Ramshaw has written an excellent article that is a must-read for anyone who uses or is thinking about using, NPS for their company.

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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