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. 3 Best Practices For Developing A Dedicated Customer Service […]
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.
(Business 2 Community) Organizations that develop a dedicated Twitter handle for customer service should follow three important practices to make this channel effective.
My Comment: Businesses cannot ignore social media, especially Twitter. I’m surprised at how many businesses are not engaged in social media. This is where customers are going. And, even if it is just a small percentage of your customers, can any businesses afford to ignore them? Use these three “best practices” to help engage and respond to customers on this very popular social media channel.
(Salesforce) What’s the secret to motivating employees? This infographic explains it. Hint: it isn’t just money!
My Comment: In order to create a customer-focused culture, you must first be employee focused. This means you want your employees to be engaged and to feel appreciated. This infographic gives us some important information to help us decide to be employee focused. Employees want recognition and to be treated with respect and dignity. Salary is important, but what employees seem to be looking for is job fulfillment.
My Comment: This isn’t an article. It’s a free eBook, and you’ll have to download it. It’s a short book about how to get better customer service. While the focus is on a consumer, there are some very valid points that work for B2B as well. If you’re into customer service, and you probably are or you would be reading these posts, then you will enjoy this eBook.
(Impact Blog) We have five tips to help you not only improve customer loyalty at your company, but to make your customers happily loyal to your brand and company.
My Comment: A satisfied customer is not a loyal customer. So, how can someone take a customer from a casual (and satisfied) customer to a loyal customer? A good start is to consider the five loyalty tips in this article.
(Spinnakr) Not only do loyal customers make more purchases, they also become a key factor in ever-trusted word of mouth advertising. If they love your company, then they are likely to share a few positive words with peers, or write reviews online. What follows are some tips on how to actively approach customer retention.
My Comment: Customer service doesn’t have to be complicated. Sometimes it is the little and simple things that make a difference and can go a long way toward loyalty. Anyone of the five simple steps in this article can help create a better customer service 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.
(Copyright ©MMXIII, Shep Hyken)
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