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. The 3 Steps to Retaining Customers by Fuse Machines […]
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 3 Steps to Retaining Customers by Fuse Machines
(Fuse Machines) According to White House Office of Consumer Affairs, “It is 6-7 times more expensive to acquire a new customer than it is to keep a current one.” Companies need to treat customers well and solve their problems quickly if they want to retain customers. The Blockbuster case among many others illustrates the importance of customer satisfaction and retention. Below we have come up with a list of ways to mitigate these problems and help you retain customers.
My Comment: Some great reminders about why delivering a good customer service experience is important, and a few ways to do so. I especially appreciate the focus on the concept of “automating” the process. For me, automating the customer service process isn’t about software. It’s about a system that people follow when certain “opportunities” arise. It can be what to do or who to go to. Overall this article reminds us of a few ways we can keep our happy customers.
The Top Complaints from Employees About Their Leaders Lou Solomon
(Harvard Business Review) In the survey, employees called out the kind of management offenses that point to a striking lack of emotional intelligence among business leaders, including micromanaging, bullying, narcissism, indecisiveness, and more. In rank order, the following were the top communication issues people said were preventing business leaders from being effective.
My Comment: So much of the focus of complaints is about the customer. Well, employees have complaints too. And, if more companies treated employees like internal customers, rather than just employees, the companies would be better off. In short, dealing with employee complaints is every bit as important as dealing with customer complaints. The truly customer-focused companies (with customer-focused cultures) get this. Resolve employee complaints, especially as they apply to leadership. The result is a more fulfilled and engaged team of employees.
The Customer Experience Portfolio by Jennifer Rice
(Forbes) Who are your priority customers and how do you serve them? Classic brand and customer experience theory says to focus on the “best fit customer” to drive relevance, yet it is rare to find a case where pleasing only one customer type can help achieve your goals.
My Comment: This article makes an important point that companies must always remember. While you need to treat your loyal customers with the respect and appreciation they deserve, don’t forget the other customers. Some of them may become your most loyal customers in the future, but only if treated right from the beginning! (Of course, there is much more to this excellent article, but this was my favorite takeaway.)
51 Resources for Learning About Customer Service by Jeff Toister
(Toister Solutions) Here are 51 terrific resources you can use to deepen your customer service knowledge. Most are low-cost or no-cost. Your biggest investment will be your time.
My Comment: This is an amazing list of people to follow, blogs to subscribe to, books to read, groups to read and more. Yes, that author included me on the list, but I would have still HIGHLY recommended this. There is something here for everyone interested in customer service and experience.
14 experts on the biggest customer service challenges faced by businesses today by Bryan Collins
(Sage CRM) I asked 14 customer service and customer experience experts this question: What’s the biggest customer service challenges today’s companies are facing and how can they overcome it?
My Comment: This is a brilliant article. 14 experts weighing in on a simple questions: What are the biggest customer service challenges facing companies today? I bet you find an answer or two that you and your company can relate to.
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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