5 Top Customer Service Articles For the Week of March 3, 2014


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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.

Have You Cracked the Customer Loyalty Code? by Genesys

(Genesys) The article highlights steps that Bain prescribes to achieve growth through customer centricity. Let’s take a closer look at what some of the steps are and how you can carry them out.

My Comment: Loyalty isn’t a rating. It’s an emotion. The concept of some type of emotional tie to the customer may be the best way to crack the “loyalty code.” While other concepts and strategies are important, true loyalty is about a bond or relationship the customer has with the business.

Drive Customer-Centric Employee Behavior With Rewards And Recognition by Sam Stern

(Forrester) My report describes the process for ensuring your rewards and recognition reinforce customer-centricity, rather than tempting employees to game the system.

My Comment: Another great article on what drives customer-centricity. The way you motivate with rewards and recognition are the keys to getting the customer focus you and your organization want to deliver.

WhatsApp: best for customer service? by Viv Craske

(The Guardian) If your brand or store uses Twitter for customer service enquiries, here’s why you should swap to WhatsApp.

My Comment: WhatsApp may be a new social channel for customer service. With the number of people signing up on the app, it may be good to be proactive and learn how customers are using the app. This article is a great introduction.

Customer Service Matters Much More Than You May Think by Ivan Widjaya

(Small Business Trends) Customer service is a big “elephant in the room” for so many businesses out there. It’s really not easy to train yourself or your employees with the virtues required to be a well-rounded, service-minded personality – a person with all the necessary attributes to make patrons to your business happy each and every time.

My Comment: Sometimes customer service (for some companies) can be common sense – but unfortunately it’s not always so common. The three great ideas in this article fall into that category. It makes total sense to do it right the first time – and it costs more to have to fix what should have been done right the first time. Happy customers recommend you and bring their friends; more sales means more profit. And finally, the cost of employee turnover in a non-customer focused environment is higher than one that is customer focused. So, why don’t more companies focus on service?

What is Customer Experience? [Infographic] by Flavio Martins

(WinTheCustomer!) Simply put, customer experience is how your customers perceive their interaction with your organization.

My Comment: This is an excellent infographic that clearly illustrates the benefits to managing the customer experience. It’s more than just typical customer service. This infographic defines that the customer experience is about the perception of all interactions that the customer has with your company. A great resource!

Republished with author's permission from original post.

Shep Hyken
Shep Hyken, CSP, CPAE is the Chief Amazement Officer of Shepard Presentations. As a customer service speaker and expert, Shep works with companies who want to build loyal relationships with their customers and employees. He is a hall of fame speaker (National Speakers Association) and a New York Times and Wall Street Journal best-selling author.


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