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. ROI’s on the Prize: Twitter Links Social Customer Care and Willingness to Pay by Lia […]
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.
ROI’s on the Prize: Twitter Links Social Customer Care and Willingness to Pay by Lia Winograd
(Conversocial) Let’s review Twitter’s five core findings and why they’re important.
My Comment: This is an important stat. When a customer tweets to a company and receives a response, the customer is willing to spend 3-20% more. That stat probably applies to other social channels as well. Check out this article that expands on this information and more.
Where Customer Service is Failing: Top Priorities For Your Contact Center [Research] by Sharpen
(Sharpen) Customer service research: people are less patient; need their omni channel inquiries solved quickly.
My Comment: Here is some interesting info on customer support. The bottom line is that customers don’t like to wait, they want a quicker response, and while the phone is still the most popular way to get support, customers are going to go online before they turn to the phones. Be sure to read through the entire article as there are some good suggestions to focus on in 2017.
8 Realistic Customer Service Trends for 2017 by Sven Ri
(Userlike) Predictions of customer service trends are best based on trends in consumer behavior: What platforms and technology are they adopting? Where customers go, service follows.
My Comment: It’s hard to believe that we are just six weeks away from 2017. Here are some trends to consider as we turn the corner on the year. I especially like number four, which discusses the end of Omni-Channel. Matt Dixon, co-author of The Effortless Experience suggests that companies came up with the concept of channel choice. Customers don’t want channel choice. They want channel guidance.
Consistent CX is the road to Customer Success by Sofia Sapojnikova
(HappyOrNot) All employees, including C-Level executives and management in any company, agree on the simple notion that having customers is vital to business survival. That same agreement, however, is often lacking when it comes to company’s vision of customer experience. Each department within an organization develops a set of customer strategies that is independent and solely based on the objectives set forth in that department.
My Comment: One of the best ways to create customer confidence is by creating a consistent customer experience. A predictable and consistent experience that is above average can garner customer trust and potentially win a customer’s repeat business.
Customer Experience Moments of Wow by Elizabeth Glagowski
(1to1 Media) What makes experiences stand out as wow moments for consumers and employees?
My Comment: I’m a big fan of a great customer experience. Who isn’t? Many “wow” experiences come as a result of resolving a problem or complaint or a special need, and this article does an excellent job of covering this, which makes it worth the time to read. That said, my belief is that a typical, everyday interaction is not always an opportunity to “wow.” So, what to do? Just try and be a little above average – all of the time. That’s what the best companies do. And, that’s why customers say, “Wow! I love doing business with them.
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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