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. 8 Tips for Improving Social Media Customer Service by Fara Haron (Smart Customer […]
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.
(Smart Customer Service) The quickly evolving social media landscape has forced companies to work harder to maintain a positive customer experience, as 83 percent of people have higher digital customer service expectations than they did last year.
My Comment: Companies are using social media customer care/service to increase loyalty and gain market share. If you’re not already strong in the area of social customer care, this article will help you get started. If you are, this will give you some reminders to consider.
(Josh Linkner) After finishing an incredible meal in the French Quarter of New Orleans, the best part of the experience may very well be the lagniappe (pronounced LAN-yap). While it sounds like a fancy seafood dish, a lagniappe is actually an unexpected gift.
My Comment: Innovation guru Josh Linkner writes about his experience at a French restaurant in New Orleans. He experienced “lagniappe” (pronounced LAN-yap), which is getting a little surprise – an unexpected something extra. So, what unexpected “extra” can you give your customers to show you appreciate their business?
(Acquire) If you really want to get ahead in the game, nail down a great customer service strategy.
My Comment: If you’ve been following these weekly posts, you know I love a good list, and that’s exactly what’s in this article. 14 ways to deliver a great customer experience – and more. There are a lot of ideas here; something for every type of business in any industry.
(Forbes) When you give your most devoted customers a platform, you create an authentic marketing strategy that immediately builds trust with customers and potential customers.
My Comment: Musical recording artist Bonnie Raitt wrote a song, “Let’s Give Them Something to Talk About.” Do your customers talk about you? This excellent article is all about turning your customers to talk about you – telling the world (or at least their friends and colleagues) their story about the experience they had with you. That’s marketing!
(CMSWire) The report contained four points, in particular, which spoke to the necessity of providing great customer experiences for today’s demanding users.
My Comment: The author of this article shares four customer experience takeaways she picked up from Mary Meeker’s 2019 Internet trends report. These are trends that are taking us into the future of customer experience.
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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