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.
Is your company being bullied by customers? by Baron Christopher Hanson
(Smart Blog) The outdated mantra “the customer is always right” has been challenged in recent years — and with good reason.
My Comment: See… The customer is NOT always right. There is definitely a fine line between the demanding customer and the unreasonably aggressive demanding customer. Once they cross the line decisions have to be made on how to deal with the situation to protect the relationship you have with the customer, and just as important (if not more so) the employee.
7 Unexpected Things I Discovered About Customer Experiences by Selwa Lukoskie
(Go Instant) When I started researching customer experience (CX), I expected to find a standard definition for the term pretty easily. I figured I’d read a few blogs and immediately understand what Customer Experience is. Actually, I thought I already knew what it was, to some degree. My definition of CX was the overall experience that a customer has while shopping, and that experience came down to two strategies, both of which are ingrained in the core values of almost every company out there today: customer service and user experience. Certainly these are both a part of what makes up the overall CX, but as I’m finding out in my research, there is so much more to the story.
My Comment: I enjoyed reading this article and appreciate all seven ideas on the list. What stands out to me is number three: Employee Experience and Customer Experience Are Equally as Important. YES! The way you treat your employees is indicative of how they will treat the customer.
Customer Service Lessons From a Cult Brand by Rieva Lesonsky
(Open Forum) A rare peek inside the customer service philosophy that has had customers crazy for In-N-Out for 65 years and counting.
My Comment: There is a lot someone can learn from In-N-Out Burger, and this short article gives us a few quick tips. ( And, it makes me crave the Double/Double and a milk shake, but I’m at least 2,000 miles from the closest In-N-Out!)
10 Customer Support Myths by John Goodman
(Desk.com Blog) There are at least 10 marketing and service clichés that most executives accept as fact that, when put into practice, cause disaster or at least leave huge amounts of money on the table.
My Comment: John Goodman is one of my favorite customer service experts. In this article (Part One of a three part series), John makes the case that customer service doesn’t cost – it pays. I can’t wait to read parts two and three!
The best ways to save at-risk customers and boost loyalty by Ken Dooley
(Customer Experience Insight) Warning: Satisfied customers leave, too. In fact, 80% of customers who switched to a competitor were satisfied with their existing supplier at the time. But increasing customer loyalty with these at-risk customers is possible with the right follow-up program in place. It stars by finding out why a customer plans to leave.
My Comment: The first short paragraph in this article is a wake-up call: Warning: Satisfied customers leave, too. In fact, 80% of customers who switched to a competitor were satisfied with their existing supplier at the time. There are many great tips and ideas in this short article that are sure to help any business save the “satisfied customer” from going to the competition.
