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 Good Customer Service Can Be Your Most Powerful […]
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.
(Huffington Post) When we talk about marketing, we often talk about defining your ideal customer, creating great content, and making sure that the product you’re selling delivers on your promises. But we don’t talk enough about customer service and how exemplary customer service is an important element of successful marketing.
My Comment: Customer service IS the new marketing! Do a great job and customers tell friends, colleagues and family members. Great reminders of just why customer service is your most powerful marketing and sales strategy!
(Top Tech News) Customer experience is the new battleground and an important differentiator for brands. The customer experience doesn’t start and stop at your owned brand destinations (e.g., in-store, website, or mobile). It continues on social channels, where you have no control on what’s shared. Customers post reviews, contact brands directly on social, and broadcast issues in status updates.
My Comment: This article makes the important point that once the customer buys, the interaction continues. The customer may complete their purchase or place their order (in a store, online, over the phone, etc.), but the experience and potential interaction continue as they talk to their friends, or colleagues or turn to social channels. The suggestions on the tools needed to continue to build on that customer interaction are worthy of serious consideration.
(LinkedIn) Did you know Netflix’s Net Promoter Score (NPS) is higher than the cable companies? It is, and it is one of the reasons we see growth in Netflix and continued dissatisfaction with cable companies.
My Comment: I’m a big fan of NPS (Net Promoter Score) and how those simple questions can give us insight into our customers’ opinions of us. It’s one thing to know what a customer thinks of us, but another to learn how that compares to the rest of the market and what we can learn from it. Great suggestions here on how to take advantage of this powerful information.
(Gartner) Organizations should focus on three key opportunities to drive the future customer experience.
My Comment: If you could look into a crystal ball and see what customer service and experience would look like in five years, what is in this article is exactly what you will most likely find. The biggest thing, in my mind, is the concept of customization. We amass so much data on our customers, so let’s take advantage of it and give the customer the experience that makes them say, “Wow, they know me!”
(Get Common Sense Blog) Before starting to write about customer service, I spent two years as a high-ranking barista in a popular chain cafe in the UK, and for most of that time I was at the forefront of our store’s customer service efforts.
My Comment: Rules should be called “guidelines,” not “rules.” Great examples here of building the customer relationship by giving a little extra and, at times, bending the rules a bit. It reminds me of the old “Baker’s Dozen” concept. Throw in the extra doughnut and show the customer a little love!
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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