Each week I read a number of customer service and experience 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.
(Bored Panda) If you stay at hotels often, you know that most of them seem to offer the same old thing – mildly friendly reception, a decent bed, and a warm shower. Today, however, we’d like to focus on a few hotels that decided to up their game and take hospitality to the next level.
My Comment: This has been out there a while, but I discovered it just a few days ago. Here are a number of examples of how the hotel industry can deliver better service and a customer experience. Some of these ideas will make you smile – or even laugh out loud!
Why does my business have such angry customers? by John Walls
(Real Business) It’s common knowledge that understanding and fulfilling a consumer’s needs equates to a happier, more satisfied and loyal customer. However, this can be overlooked, or even unwittingly neglected, resulting in angry customers.
My Comment: Why do certain businesses create angry customers? This article sheds some light on the topic with a few reasons it can happen, along with some strategies and tactics on how to avoid them. By the way, it’s usually not the product that causes the customer to become angry.
A Closer Look at the State of NPS for the Technology Sector by Cvetilena Gocheva
(NPS Benchmarks) Today, we will explore some the most prominent technology brands and their Net Promoter® Score achievements. Sit tight and enjoy the ride!
My Comment: My friends at CustomerGauge have come out with another NPS (Net Promoter Score) post featuring benchmarks from the Tech industry. Even if you’re not part of that industry, take a look at what drives these companies’ NPS scores. Apple, with an incredible score of 89, is the darling of customer service, not just for the tech industry, but any industry. Great insights from CustomerGauge.
(Userlane) The evolution of SaaS organizations that focus on customer experience and customer success.
My Comment: This article draws some parallels between some of the experiences the author had when dining out at a variety of Japanese restaurants and doing business with software (SaaS) companies. The restaurants didn’t just serve a meal. They created an “event.” The software companies did more than sell software. They created “customer success.” This type of thinking can work for any company. What are you really selling?
(Toister Solutions) Here are three ways you can engage your customers that cost little to no money and take just a small amount of effort.
My Comment: Jeff Toister’s articles have been featured in this roundup before. This time he shares three simple ideas on the hot topic of customer engagement.
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