5 Top Customer Service Articles For the Week of November 9, 2015
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.
15 Essential Customer Experience Articles and Resources by Jennifer Winter
(UserTesting) We’ve curated 15 of the top articles and resources to help keep you at the top of your CX game. Dig in and enjoy!
My Comment: I ran across this compilation of 15 customer experience articles. There is something here for just about anyone interested in CX. Everything from some basic information to some advance topics. Definitely worth a look.
Let Empathy Toward Customers Guide You by David Myron
(Destination CRM) An empathetic employee will listen to customers, understand their needs, and be motivated to provide them with the right solution
My Comment: It’s nice when a company gets is right. They have a good product and great service. What can make it better? Empathy. It can provide a deeper connection with the customer (both outside customers and internal customers).
Here’s How to Keep Customers Coming Back for More by Steve DiGioia
(Steve DiGioia) A long-term repeat customer is the goal of every business, one who continues to purchase from you time and time again. But what is it that keeps them coming back?
My Comment: While this article is focused on an “easy return policy” in the retail environment, it really applies to any industry and type of business. The question is, will you stand behind what you sell? If the customer isn’t happy, how will you take care of the problem? An easy return policy can be a metaphor for simply saying, “Let us know if you are unhappy for any reason, we’ll take care of you.”
The 5 Ps of Customer Satisfaction by Rohit Srivastav
(Business2Community) For all businesses big and small, it is of common knowledge that customer satisfaction is a necessary and determining factor for customer loyalty. I have condensed the factors that can make or break customer satisfaction for your business, under 5 Ps (Marketers love Ps, don’t they?)
My Comment: Most people think of customer satisfaction as how the customer is treated. In other words, customer service. Yet, as this article points out, customer satisfaction is about the entire experience. It’s about the way the product is delivered (the customer service), the product itself (Does it work, do what it’s supposed to do, etc.?) and more.
Customer Service Gets Social by pymnts
(Pymnts) So, what are the new rules of delivering great customer service on social, and who is getting it right?
My Comment: This article reminds us of the importance of a social media customer service strategy. Our customers are making comments, good and bad, on different social media channels. While quick response is paramount when dealing with a problem or a complaint, plan to engage and interact with any comment. Have conversations with the online/social community.
Shep Hyken is a customer serv ice 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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