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.
7 Things Stew Leonard’s Can Teach You About Your Customers by Noreen Seebacher
(CMSWire) Forget data driven decision-making and advanced analytics for a moment. Maybe the best way to measure customer experience is the simplest — and is crystalized in a single cup of lemonade.
My Comment: Stew Leonard’s is a customer service icon. There is much to learn
from the way they do business. Here are some of the classic reasons they
are so successful. Any business can adapt these ideas.
Are Customer Loyalty Programs Right for Your Business? by Ivana Taylor
(QuestionPro Blog) Whether the stores are grocery, retail chains or food establishments, it seems as if customer loyalty programs are more popular than ever. And with the marketplace being more competitive than ever, perhaps customer loyalty programs really do keep customers for the long-term. Let’s look at how the programs work and how you can start one for your business.
My Comment: Are loyalty programs really loyalty programs? Or are they marketing or discount programs? As mentioned in this article, the best companies have a loyalty program that offers more than points and other incentives to come back. They offer value. In the end, it is value that makes a customer truly loyal.
7 Critical Social Media Challenges for Contact Centres by Cassie Bendall
(Sentiment) We’ve also decided to collate our notes, back them up with a wealth of recent statistics and create a really useful infographic (below) which highlights the seven key challenges you’re likely to experience with integrating social into the contact centre.
My Comment: While this article and infographic has a theme of how social media is impacting contact centers, I think it is important for any type of business and every department to understand the impact social media is having on a company’s brand and perception. Great stats and facts for all businesses to take note.
Happy Birthday! Two Words Customers Love by Chad Brooks
(Business News Daily) Wishing customers “happy birthday” is an easy way to earn their repeat business, new research shows.
My Comment: This is so simple. Why don’t more companies do it? Saying “Happy Birthday” by sending a card is a fantastic touch point. All customers like to feel appreciated – and remembered! What better way to do it than to say, “Happy Birthday.”
5 Common Mistakes That Derail Your Customer Experience by Flavio Martins
(WinTheCustomer!) It’s always wiser to learn from others’ customer service mistakes and not your own. If you don’t watch for the little customer service traps, you’re bound to fall like the rest.
My Comment: I love a good list of ideas, strategies or tactics that make me think about how to improve, especially when it comes to the customer experience, and this list does exactly that. Many companies fall into the trap of making not just one, but potentially all of these mistakes. And as the fifth “mistake” points out, none of these can be fixed quickly. They will take time to fix, but the effort will be worth it.
Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. For information contact (314)692-2200 or www.hyken.com. For information on The Customer Focus™ customer service training programs go to http://www.thecustomerfocus.com. Follow on Twitter: @Hyken
(Copyright ©MMXIII, Shep Hyken)