Shep Hyken's Blog, page 126

5 Top Customer Service Articles for the Week of May 27, 2019

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.

Amazon Bringing One-Day Shipping To Prime Shows The Real Battle For Customers by Daniel Newman

(Forbes) With a $800-million-dollar investment in technology, fulfillment and logistics, Amazon one-day shipping is now standard for Prime members, the race for customer loyalty in retail is getting even more expensive.

My Comment: While this article has some great insight into why Amazon is at the top of their game when it comes to convenience (and one-day delivery), it also gives some insight as to why the competitive landscape of any type of business, not just retail, is becoming more difficult. Companies like Amazon raise the bar for everyone. They teach customers what a good customer experience is like – and customers now expect that from almost anyone they do business with. As you read this article, think of how this relates to your business.

New Study: Customer Service Focused Businesses Must Prioritize Mobile, Frictionless CX & Protecting Customer Identities by Christina Luttrell

(CustomerThink) The widespread adoption of mobile has changed the way consumers interact with and perceive the world. It’s also impacted consumer expectations, raising the bar on customer experience and holding businesses accountable to deliver. For businesses, this presents both challenges and opportunities, particularly around identity verification.

My Comment: Privacy and identity issues are at the top of our customers’ minds with whom they do business. They trust (actually demand) that these companies manage their information with integrity and protect their identities. Yet customers also want to enjoy a digital experience with little or no friction. As customers use their smartphones for more and more business, it is incumbent to give customers confidence that they are dealing with safe and secure companies.

Ten Best Practices for Boosting Employee Engagement by CXAPP

(CXAPP) Building Engagement is About Fostering More Productive, Loyal and Happy Employees. These are the Tips that Will Help You Achieve That. 

My Comment: Work on your employee engagement and you’ll have better customer engagement. What’s happening on the inside of your organization is felt on the outside by customers. Here’s a list of ten “best practices” to boost your employee engagement. That translates to higher morale, lower turnover and happier customers.

How To Create Customer Journey Map Of A Restaurant? by By Team Survaider

(Survaider) A customer journey map drops you into the shoes of your customers and makes you understand how and when they interact with various touchpoints of your restaurant.

My Comment: I’m a big fan of journey mapping the customer experience. If you haven’t done it, here is a great example. It’s about creating a journey map for a restaurant experience. Even if you’re not in the restaurant business, this is such a clear example, you’ll be able to see the benefits and opportunities your organization will have if you choose to go through this valuable exercise.

3 Reasons Why Marketing and Support Teams Should Work Together by Valeriya

(StationStack) In this blog post, I’ll focus only on the role customer support plays in a successful marketing strategy. It is important for Customer Support and Marketing teams to work hand-in-hand because together they will create better customer experiences, bring more revenue, attract more loyal customers and retain more engaged employees.

My Comment: The lines between the marketing department, customer service and customer experience are being blurred to the point that maybe they should all be grouped together. Just a few years ago it was said customer service is the best marketing strategy. And, recently it has been touted that customer experience is the best marketing strategy. This article has plenty of ideas that will make you think about all three as one big strategy. I don’t really care what you call it, as long as it gets the customer to come in, come back and talk about you (positively).

Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. For information on The Customer Focus customer service training programs go to www.TheCustomerFocus.com. Follow on Twitter: @Hyken

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Guest Blog: A Radical Idea in Customer Service Surveys – The Solo Question

This week we feature an article by Gaetano DiNardi who discusses how many customer service surveys are not giving you proper data and suggests how to improve them.

Be honest – even if you are a customer service professional who relies on surveys for your data, when you see someone on the street asking survey questions, how many times do you cross to the other side? And when you are asked to stay on the phone to provide answers to a brief survey after a customer interaction, do you ever do it?

Thousands of dollars are spent in creating clear surveys and questions and then in the analysis of pertinent data from those surveys. But can that data be trusted?

Ultimately the percentage of total consumers that take a survey is not even close to being truly representative of your customer base. Surveygizmo estimates that an average rate of return on external surveys is 10%  – very shy of the majority of those who experience your service. Because of this, results cannot be taken at face value.

Who takes your survey:

Then those in the 10% who DO take your survey are individuals that have the time or inclination to do so. This means it may heavily favor those that have had either very positive or very negative experiences, as well as certain demographics, like retirees, who tend to have a little more time on their hands to respond.

Are they being honest?

One of the other problems with surveys, in general, is that you cannot necessarily rely on the honesty of the person taking it. Incentives can be nice, but close to 35% of respondents who say that they only take a survey because of an incentive. These people may not actually have an opinion or vested interest other than to complete the survey quickly and receive their prize.  

Are you being clear?

Another difficulty with survey responses is that questions can be framed poorly. This means that respondents may answer incorrectly simply because they didn’t understand what was being asked of them.

So how do you create a survey that more people will take and that won’t slant toward a specific demographic of deeply invested or conspicuously available people?

Tips for building the best survey

Make it online: According to a SurveyMonkey survey on surveys (which feels like going down a rabbit hole) over 80% of people who complete surveys do so solely online.
Make it short: The same research shows that close to 50% of respondents say that they will not respond to a survey that takes more than 5 minutes. Talk to your team to see what data is critical — there should be no such thing on your survey as an optional question. Either you need the data or you don’t.

The best surveys have the best questions

Possibly the most important element of your survey is the way you frame your questions. Make your questions clear and easy to quantify with the ability to use the data in ways that are helpful for you.  Customer service is a qualitative experience, your survey needs to quantify that experience in order to be as data-driven as possible.

Use a rating scale

Nextiva has put together a series of 60+ questions crafted to perfectly fit into the three most common rating scales:

Customer Satisfaction (CSAT)
Customer Effort Score (CES)
Customer Satisfaction Score (NPS)

Not only do they give templates for questions you could use that correspond with these scales, but there is a quick infographic to reference that explains the benefits of each question type.

Now, a clever idea: ONE QUESTION EACH

The problem outlined here has to do with how hard it is to get people to answer a series of survey questions, but some outlets have solved this issue with a clever strategy: just ask one.

Asking only one question to each consumer, and making it part of the usual workflow, gleans a better overall response. That question does not have to be the same for each respondent. If you are trying to get answers to ten questions, for example, you can ask one rotating question per person.

Obviously, it is necessary to have a large customer base in order for this strategy to succeed, but those who have used it have found that their total return is much greater per question than the 10% that would usually answer. Survey services have pointed to an astonishing 66% improvement on return.

The best thing about this data is that it is more likely to reflect a larger demographic, capturing thoughts from people across the spectrum, rather than those who simply don’t mind be bothered or have a particular angle. Armed with this more reliable data, you can really make substantive changes without fear of the idea that your information is terribly skewed.  

While people don’t generally love to take time out of their day to take your survey, they will likely answer one quick question without even really noticing. The idea that you can get an honest response with one click might be the answer you are looking for.

Gaetano is the Director of Demand Generation at Nextiva with a proven track record of success working with B2B SaaS brands like Sales Hacker, Outreach.io, and Pipedrive. Gaetano leverages a unique hybrid of expertise in both SEO & Content Strategy to win business results. Outside of marketing, Gaetano is an accomplished music producer and songwriter. To get in touch, follow him on Twitter via @gaetano_nyc

For more articles from Shep Hyken and his guest contributors go to customerserviceblog.com.

Read Shep’s latest Forbes article:  Why The M In CMO Should Be An X

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The Customer Is Angry – And, It’s Not Your Fault

Imagine this. The customer on the phone – or in person – is raging mad. You can hear it in their voice – or see it in their eyes. You brace yourself. You’re ready to take the lashing this customer is about to give you. You know you personally did nothing to offend and upset this customer. But somebody did something, or something happened, that made this customer want to lash out at you. Then you find out…

Your company did nothing wrong!

The anger had nothing to do with anything related to your company. Something else caused the customer to become upset. I’ve seen customers scream at servers in restaurants, flight attendants on airplanes, and customer service reps – for things that they and their companies had no control over.

Perhaps the customer had a flat tire on the way to an important meeting. Maybe they lost an important sale. Maybe they didn’t sleep well the night before. It doesn’t matter. The company and the employee were not at fault.

So, here’s the lesson. Typically, when a customer is upset, it is a problem or complaint caused by the company. That’s when we put our best customer service skills to use, turning the negative situation around and restoring the customer’s confidence. Once in a while, the customer’s problem is out of our control. What do you do then?

You may have heard this line from me before, but it is truer than ever in these circumstances:

It may not be your fault, but it is your opportunity.

That line typically refers to a customer calling with a complaint or problem that is the company’s fault – or at least one that is perceived as such – and the person helping the customer becomes the face of the company, even if the complaint had nothing to do with them personally. However, this time the line refers to outside circumstances that have nothing to do with the company. The sentiment still applies. It’s still an opportunity to listen to the customer, empathize with their problem, give a little sympathy, and then show them how good you and your company are – regardless of whatever the problem is and who is to blame.

That’s what the best companies do. That’s what the best customer-focused people do. They make their customers feel good… in every situation, regardless of who’s at fault! Wouldn’t you want someone to do the same for you? The companies and employees that succeed are the ones who keep this in mind and treat their customers how they would want and deserve to be treated.

Shep Hyken is a customer service expert, keynote 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 www.thecustomerfocus.com. Follow on Twitter: @Hyken

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Amazing Business Radio: Nicolaj Siggelkow & Christian Terwiesch

Connected Strategy


Predicting Your Customers’ Wants and Needs to Create an Exceptional Customer Experience (CX)

Shep Hyken interviews Wharton School professors Nicolaj Siggelkow and Christian Terwiesch. They discuss their new book, Connected Strategy, and how any company can use the concept to improve their customer experience.

The Interview with Nicolaj Siggelkow & Christian Terwiesch:

Connected strategy is a concept that allows companies to connect to customers more holistically. By connecting to and anticipating customers’ needs on a deeper level, more value is added to every interaction and transaction that customer has with the company.
Customers may be nervous about giving you and your company data. In order for them to feel comfortable enough to share with you, you need to show them a clear value proposition. It is crucial that they feel their data is helping you provide a better experience for them, otherwise, they will feel exploited.
There is much friction caused by infrequent customer connections. Repeated connections create a positive feedback loop where you are able to add personalization and eliminate friction.
Not every customer will appreciate or desire a connected strategy. Predictive analytics can inform you how much connectivity each individual customer wants. It’s important to not create just one type of connected strategy; there need to be options to suit each type of customer.
Connected strategy can drive up efficiency and create a more convenient experience for everyone.
Parents are the ultimate example of a good company. Their customers are their children. Not only do they take care of their customers’ wants and needs, but they are also able to predict those needs ahead of time. They are also able to provide what is best for their customers, whether or not their customers are aware of what that is, because they have their customers’ long-term interests at heart. A good company should operate in much the same way.

Quotes:

“If you think about the relationship that you form with the customer, it’s all about personalization and customization.” – Christian Terwiesch

“Every business has to answer two questions: the what and the how. What are the needs of the customer and how do you fulfill those needs?” – Christian Terwiesch

“The power of a connected strategy is that you can do more with less.” – Christian Terwiesch

“Connected strategies are not just about technology or data. They’re about relieving your customers’ pain points by creating an information exchange.” – Nicolaj Siggelkow

About:

Nicolaj Siggelkow is a Professor of Management and Christian Terwiesch is a Professor of Operations and Information Management at the Wharton School, University of Pennsylvania. They co-direct Penn’s Mack Institute for Innovation Management and cowrote Connected Strategy: Building Continuous Customer Relationships for Competitive Advantage.

Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio.

This episode of Amazing Business Radio with Shep Hyken answers the following questions … and more:

How can I create a better CX?
What do my customers want?
What is a connected strategy?
How can I provide for my customers?
How can I use data and technology to improve CX?

 

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5 Top Customer Service Articles for the Week of May 20, 2019

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.

The Intersection Of Customer Experience And Employee Experience by Greg Kihlström

(Forbes) Let’s explore three ways that customer experience and employee experience intersect and can work together.

My Comment: We start this week’s roundup with an article that has a focus on the employee experience. It is a good reminder of how important it is to consider the EX as much as the CX. What’s happening on the inside of the organization will be felt by the customers on the outside.

Are You Suffering From a Customer Service Time Crisis? by  Jeff Toister

(Toister Solutions) Here’s why being on time is critical, and what you can do to make sure you are.

My Comment: When I was a kid, my father taught me a very good habit… be on time. Maybe be a little early. It’s disrespectful to be late, sending a message that your time is more valuable than that of your colleagues, friends, and even your customers. This excellent article by Jeff Toister reminds us of the importance of being on time.

20 Ways to Improve Customer Experience Management by Call Centre Helper

(Call Centre Helper) Our panel of experienced managers discuss how you can improve customer experience management (CEM) after we quickly define what is meant by the term.

My Comment: This is not just a list of 20 ways to improve customer experience management; it’s a compilation of ideas from 20 experts. It starts with Gartner’s definition of CX management: “The practice of designing and reacting to customer interactions to meet or exceed customer expectations…” From there, the experts weigh in on how to achieve exactly that.

14 Tips For Notifying Your Customers About Major Changes Without Scaring Them Away by Expert Panel, Forbes Communications Council

(Forbes) How do you share the news of major (and potentially unpopular) changes with customers without scaring them off, while still being up front? Heed the advice of these Forbes Communications Council members to effectively communicate important changes to your customers.

My Comment: I recently wrote an article about how Dollar Shave Club shared the (bad) news that they were going to increase their prices. Even though it was just a dollar, I was impressed by the way they delivered the news. Here’s a list of 14 tips on how to deliver news about changes, price increases and more.

9 Customer Service Examples to Win 5-Star Reviews by Justin Herring

(YEAH! Local) No matter your industry, quality customer service has become a major differentiating factor for businesses. If your customer service team is not up to snuff, your company will be hemorrhaging revenue.

My Comment: I like a good customer service story, and here are nine of them. And, each one teaches a simple lesson. Often these lessons are common sense, but as the old saying goes, sometimes common sense is not always common. Enjoy these stories and think about how your organization can treat your customers in a similar fashion.

Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. For information on The Customer Focus customer service training programs go to www.TheCustomerFocus.com. Follow on Twitter: @Hyken

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Guest Blog: Thank Your Customer With Actions Not Words

This week we feature an article by Ashwini Dave who writes about how important it is to show your customer’s appreciation in order to retain their loyalty.

Organizations are irrelevant without customers. They are the major reason why you are in business. Data from NewVoice Research revealed that 53% of customers switched brands because they felt unappreciated.

There’s the tendency to think that your product quality is your sustaining factor. Perhaps you offer a high-quality product or service, giving consumers the satisfaction they deserve. But a quick Google search of your niche-based businesses in your locality will give you several results on Search Engine Result Pages (SERPs). Chances are that some of these businesses offer the same quality you boast of, if not more.

With the right amount of work, strategic planning and dedication, any business can be good at what it does. But not all businesses can boast of loyal customers.

Customers deserve some appreciation every time they walk through your doors. 70% of a customer’s buying experiences are determined by how the customer feels they are being treated.

Remember the Customers’ Name

How do you feel when you walk into a store, and you are attended to with a certain familiarity? People have needs. They are inevitably going to seek ways to have their needs met. But they’d rather do that in places where they feel appreciated.

An average business deals with several people on a daily basis. With so much on your plate, remembering the name of every customer might seem like a tall order. But with some effort, it’s not impossible, especially with the use of digital technology. According to a Connected Shopper Report, only 37% of customers feel that businesses know them. There’s a void to be filled in the remaining 63%.

Remembering customers show that you value them. Simply mentioning a customer’s name while communicating with them breaks the ice. Statista reports that emails personally addressed to customers had an 18.8% open rate in comparison to the 13.1% that were generalized.

Recounting his experience of being remembered in a restaurant, Shep Hyken outlines the benefits of remembering customers name: it makes them feel special, personalizes the experience, creates a connection and increases chances of a return visit.

Solve Their Problems

Customers are bound to encounter problems while doing business with you. The existence of a problem isn’t a problem itself; how you handle it is what matters.

A Customer Experience Impact Report found that 86% of customers were willing to pay up to 25% to be served better. Don’t just offer basic support, go the extra mile. Offering half-baked solutions to customer problems is a far cry from the excellent service they desire. Adopt a proactive approach, don’t just talk the talk, do the work.

Solving customer problems entails the following:

        Understanding the situation
        Identifying the clog from your end
        Assuring the customer
        Finding a solution

Finding a solution may require an innovative approach especially in complex situations. Telling the customer what to do may not be adequate. Sometimes, you need to roll up your sleeves and do it for them.

Directing a non-tech savvy customer to resolve technical issues on their end is unrealistic. You can make it easier for them by using engagement tools like co-browsing. Basically, you and the customer get to share the same screen. You are able to access the webpage where the problem lies, and solve it. This single act thanks to the customers in a thousand ways for their patronage.

Offer Personalized Services

Every customer is unique. And this uniqueness shows in their individual preferences. Having patronized you for some time, thrive to make customers feel at home by giving them what they need without waiting on them to say it.

A State of Personalization Report found that only 22% of customers were satisfied with the personalization they were offered. Personalization is offered on the premise of available data. This raises privacy concerns among stakeholders. Are customers willing to share their personal data in order to receive personalized services? According to a Salesforce Study, the answer is yes. 57% of customers are willing to share their personal data to get personalized offers.

Customer Relationship Management (CRM) helps businesses to strengthen relationships with customers. They get to keep track of customers’ activities and use the information to provide services that are tailor-made for them. Gartner predicts that, by 2021, CRM will be the largest enterprise software in spending revenue.

According to the General Data Protection Regulation (GDPR), there’s a prohibition against processing personal data “unless it is expressly allowed by law, or the data subject has consented to the processing.” By getting the consent of customers on your site, you’ll have no problem collecting their data.

Constantly Improve Your System

According to Gartner, customer experience is the new battlefield as 89% of businesses reveal that they compete on the basis of customer experience.

There’s always room for improvement if you are committed to offering the best.

Businesses miss the mark when they get complacent with their service delivery because they have many customers. You need to recognize that customers are all about having their needs met in the best way possible. The day they come across a business in your niche that offers better service, it’s only a matter of time before the switch.

An ROI of Customer Experience Report showed that 77% of customers recommended the business to their contacts following good customer service.  Improving your customer service begins with your support team. Ensure that their skills are apt and updated. The incompetence of a single agent can cause your business a great loss.

Run customer feedback survey occasionally to measure your service performance. You might be doing the wrong thing the entire time without realizing it.

Troubleshoot your customer service process, identify loopholes and fix them via business process improvement.

Action speaks louder than words. A simple “thank you” makes customers’ efforts worth it. Harvard Business Review (HBR) found that acquiring new customers to your business was between 5 – 25 times more expensive than retaining existing ones. Saying thank you to customers with actions don’t only win their loyalty but also helps you save some money.

Ashwini Dave is a Digital Marketing Executive at Acquire.io, a customer communications platform.  

For more articles from Shep Hyken and his guest contributors go to customerserviceblog.com.

Read Shep’s latest Forbes article:  Can Amazon Be Disrupted

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Being the Bearer of Bad News

It’s never fun to share bad news with a customer. Many people are scared to be the bearer of bad news. There are plenty of examples of bad news – an order didn’t ship, something was damaged, a deadline is not going to be met, etc. It doesn’t really matter what the bad news is; the key to managing the customer experience is how you deliver the bad news. This brings me to Dollar Shave Club, who had to share the news that they were raising their prices.

While the price increase wasn’t very much – just one dollar a month – they still had to share the news with their customers. The way they did it was a classic lesson on how to share negative information, hopefully without upsetting the customer.

They sent a letter to their members. (That’s what they call their customers – members. After all, it is the Dollar Shave Club. Not the Dollar Shave Store. Clubs have members.) The first couple of paragraphs sum it up:

Hey Shep,

We’re emailing to let you know that as of May 13, 2019, we will be increasing the price of each Executive cassette by $1. You are currently receiving these cassettes on a 1-month basis. We believe in being totally transparent with our Members, even if it means delivering some tough news.

We know. It’s a bummer. We don’t want to do it.

The letter goes on to explain that they haven’t raised prices since 2012 and they want to continue to deliver the quality their members expect. Sure, it’s only a dollar increase, but nobody likes to pay more for something.

Some important points to notice: First, they used my name. Second, their style was casual, which is in alignment with their brand. Third, they were very direct and to the point. It’s all in the first sentence.

When delivering bad news, you can do it in person or through some type of written correspondence, such as an email or a letter. Regardless of how the news is delivered, consider the following steps:

Be personal.
Be direct. (Notice how Dollar Shave Club delivered the news in the first sentence.)
Apologize – not because you’re at fault, but because you empathize with the customer over the news.
Give an explanation, not an excuse.
Thank the customer for their past business and for their continued business in the future.
Be available if the customer has questions.

Bad news is unavoidable. No matter how careful we are, life isn’t perfect. You’re going to have to give bad news to someone eventually. But the bad news doesn’t have to be all bad – as long as you deliver it tactfully. Dollar Shave Club did just that. So turn that frown upside down, and turn bad news into a good customer experience!

Shep Hyken is a customer service expert, keynote 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 www.thecustomerfocus.com. Follow on Twitter: @Hyken

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Amazing Business Radio: Jill Nelson

Being Human in a Technology-Driven World
Why Connections Matter More Than Ever

Shep Hyken interviews Jill Nelson. They discuss her company, Ruby Receptionists, and how to use both technology and humanity to deliver an amazing customer experience.

The Interview with Jill Nelson:

The driving force behind good customer service should be human engagement and connection. Technology can allow employees to be more helpful, but it should not be the only layer to the customer experience.
Even with the many ways a customer can connect with a company, there is still an expectation of instant availability. Customers increasingly prefer to connect with companies via the phone, and phone calls have the highest conversion rate of interaction to sale.
The money you spend on marketing will be wasted if you don’t inject care into the customer’s experience beyond getting them to connect with you. Companies need to communicate that they are there for their customers, that they care, and that they’re human, too. At the end of the day, people want to do business with people.
It’s important to hire right from the beginning, as is continuous training. Be careful not to “untrain” or demotivate your employees; assume they want to succeed and help their customers succeed, so empower them to do so.
Cultivate a mindset where the customer’s needs supersede your own. Use the customer’s success as your compass, and ask yourself what you can help them accomplish and how you can go about doing so.

Quotes:

“Hiring right is important, but it’s a waste if you don’t also give your employees the freedom, space, and ability to be human and do great things beyond following the rules.” – Jill Nelson

“The best way to help a customer and give great customer service is to help that customer be successful.”– Jill Nelson

About:

Jill Nelson is the founder and CEO of Ruby Receptionists. She is a member of Entrepreneurs’ Organization and was honored as the Oregon Technology Executive of the Year in 2017.

Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio.

This episode of Amazing Business Radio with Shep Hyken answers the following questions … and more:

How can technology help my customer service?
How do I hire the right people?
How do I train my employees?
How do I empower my employees?
How can I make my customers happy?

 

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5 Top Customer Service Articles for the Week of May 13, 2019

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.

Bad Experiences Aren’t Always The Problem for Companies by Mary Drumond

(LinkedIn) When it comes to the strategic decisions that will help you thrive as a company, a positive experience is not the only factor that will make customers choose you, or stay with you. Likewise, negative experiences aren’t a guarantee that customers will leave.

My Comment: Just as it takes more than just good customer service to keep a customer coming back, a bad customer experience may not cause you to lose customers, either. Counter-intuitive as that may seem, the author is making the case that companies who deliver poor customer service are “most profitable.” Okay, I’m intrigued!

Chatbots vs. Humans: The Better Option for Customer Service by Michael

(FreshDesk) Chatbots are going head-to-head with human customer service. They can help you reduce customer service costs by up to 30% in some cases.

My Comment: I’ve always cautioned that companies jumping into digital customer service solutions should be careful not to become so enamored with the technology that they lose their human and emotional connection with their customers. Should chat-bots replace humans for customer support? Or, maybe a better question is: When should chat-bots replace humans for customer support?

Seven Tips For Successful Customer Loyalty Programs In 2019 by Sallie Burnett

(Forbes)Boosting customer loyalty is an ongoing challenge for marketers, and below are seven strategic tips for increasing engagement and strengthening customer loyalty.

My Comment: My belief is that many customer loyalty programs are actually marketing programs. That’s not a bad thing. It is marketing techniques, not a true emotional connection, that drives the loyalty. The buy-five-sandwiches-and-the sixth-one-is-free punch card is an example of a marketing program versus a loyalty program. That said, this article has seven good ideas to consider for your next run at a loyalty program (if you’re not already doing them).

Are you reactive, proactive or predictive when it comes to customers? by Michael Stelzer

(CEO Magazine) The introduction of Voice of the Customer solutions enables a predictive management style that operates effectively the same way that a check-up at the doctor does.

My Comment: What if you had a customer service program had “ten times the return on investment, 55% growth in customer retention rates, and a 23% reduction in service costs.” That statement caught my eye, and it turns out, at least for larger companies, a Voice of the Customer (VoC) program could do exactly that.

The Secret To Create Extraordinary CX Memories by Team Survaider

(Survaider) Businesses now have more opportunities to get closer to their customers and do more than just deliver their products and services. Hence, this is where the concept of creating unforgettable customer experience (CX) memories comes into the picture.

My Comment: This article starts with a bold statement: Customer service is no longer alive in the contemporary world. Hmm… Well, it turns out the focus is more on customer experience (CX). Of course, customer service is part of the CX. The intended meaning, at least how I perceive it, is that customer service is not enough. Furthermore, the goal isn’t just to provide a good CX, but a memorable CX.

Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. For information on The Customer Focus customer service training programs go to www.TheCustomerFocus.com. Follow on Twitter: @Hyken

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Guest Blog: What is Outsourced Customer Support and Why Do You Need it

This week we feature an article by Costi Teleman who writes about the importance of excellent customer support and what to look for when outsourcing your support team.

Your business may have the best products and services in the industry, but without effective customer support, consumers would likely not care about your brand. Customer service offers more than just an avenue for your clients to show their support or grievance; it also helps attract new buyers and retain existing ones.

Sadly, even in the era of digital media and sharing, many organizations still fail to allocate enough resources to their customer support. However, whether you’re working with a small or large business, there’s a way to navigate around the lack of resources for customer support, and that is through outsourcing.

Before you consider outsourcing for your company, learn some of the benefits you can enjoy from implementing it.

Saves money and resources

Reducing costs is one of the most common reasons why companies outsource. Instead of hiring a full-time customer support staff and giving overtime pay during peak seasons, businesses can just collaborate with an outsourcing company. Some teams offer flexible and inexpensive staffing options; you can even choose a payment structure that charges per resolution and not hourly.

Naturally, you’d want to go for a company that hires only the most capable staff and develops a strategic outsourcing plan that will upgrade your process and adapt to your company’s needs. Only then can outsourcing be beneficial to you and minimize expenses.

Allows you to focus on core competencies

The right agency would remove the burden of customer support from your administrative team or other departments’ shoulders. Admittedly, customer service entails a lot of work, and other groups dedicated to other core business functions won’t be able to offer the kind of support every client requires, especially in terms of personalization.

With a remote team dedicated to support, operations would be able to focus on their primary tasks. In addition, you can allocate the funds saved from outsourcing to other functions that can contribute to business growth and expansion.

Offers more language options

Nowadays, offshoring—or outsourcing work to agencies outside your primary location or to another country—is the new norm. Instead of hiring in-house employees adept in multiple languages that incur larger compensation along the way, you can rely on your international partners to support global clients. You can then broaden your customer base by offering support in languages other than English.

Fast and round-the-clock response

Another benefit of having a successful partnership with international agencies is that you’d be able to offer 24/7 support. Getting a company that’s outside your main office’s time zone assures clients that someone is ready to answer their queries and concerns wherever they are. In addition, when you have more than enough people on the team, you’d be able to respond to clients quicker.

Adapts new technology for better operations and security

Outsourcing businesses understand the importance of smooth operations and security. Multinational companies will refuse to work with them if their systems and methods are antiquated. Therefore, outsourcing companies meticulously handle issues and concerns and take strict precautions regarding fraud and other challenges. In essence, this means that you can also take advantage of the new tech.

Enjoy the Benefits of Outsourcing Today

Outsourcing may be all about saving and reducing costs, but these reasons have proven that hiring a remote team for your business is not cutting corners. Rather, it’s doing everything you can to provide the best service to your prospects and clients.

Aside from the reasons mentioned above, there are many other perks you can enjoy from outsourcing some of your business’ functions. Nowadays, it’s not just limited to outsourced customer support—some have also relied on remote staff to do their HR, payroll, and other tasks, especially those related to back-office operations.

Costi Teleman is the founder and CEO of IntelligentBee , a tech company focused on outsourced customer support and software development with operations in the US, Australia, and Europe.

For more articles from Shep Hyken and his guest contributors go to customerserviceblog.com.

Read Shep’s latest Forbes article:  What Your Customers Really Want

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