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.
Treating customers kindly increases loyalty, business by Colleen Coates
(Winnipeg Free Press) Remember when a friendly greeting and a genuine smile used to be part of doing business? It may sound old-fashioned, but it wasn’t all that long ago that making a customer feel special — not the lowest price or fastest shipping — is what won their loyalty and kept them coming back.
My Comment: I’ve been writing that even with all of the technology available to us today, the best customer service strategies lie in delivering the basics. And one of those basics is kindness. Delivering kindness at all levels – customer service, sales, support, even on line – can make a good company great, and a great company even greater.
RadioShack Is Doing Something Better Than Any Other Retailer by Ashley Lutz
(Business Insider) RadioShack employees are the most responsive to help customers who call the store with questions or complaints, according to a study by the firm Ifbyphone, which does voice-based marketing automation.
My Comment: This is an interesting article about phone call response time. Customers hate to be put on hold. The faster a call is answered, the more confidence the customer has. Confidence leads to more sales, loyalty and recommendations to others. I do business with certain companies because of their response time, and stay away from others for their lack of response time. I bet your customers do, too!
“Striking” Success Through Customer Experiences: What Corporate America Can Learn From Bowling by Steve Johnson
(Huffington Post) In the last two decades, it seems everything in our world has undergone some sort of change — from the way we watch our entertainment, make purchases, or even communicate with friends and colleagues. But despite market shifts and technological innovations, some things just don’t change. There are a few things we believe other brands can benefit from our successes and experiences.
My Comment: When it comes to customer service – and many other business strategies – business is business. It doesn’t matter if it is a bowling alley or an accounting firm – or any other type of business – some business principles apply across all industries. In short, execute the strategies in this article and you will create a better customer service experience.
5 Tips for Using Social Media to Boost Customer Loyalty by Lindsay Paramore
(ReachCast) Here are five easy ways to retain customer loyalty through social media engagement.
My Comment: The key to using social media for customer service isn’t just about reacting to complaints that are Tweeted or posted in Facebook. It is about engaging the community and creating value. The five strategies here echo what I’ve been preaching to my clients. Great list and a great article!
Make Customers Feel Like Royalty to Cultivate Customer Loyalty by Elizabeth Larned
(QuestionPro) If you want to retain customers who are loyal to and advocates for your company and your brand, then you need to elevate your customer service to “royalty” level, befitting of nobility. Your customers want and need to feel that they are the most important aspect of your business—that your ultimate goal is to serve them and provide them with what they need to be successful.
My Comment: Love the entertaining way this article starts out. Then it quickly turns into some powerful lessons about focusing on employees, engaging your customers and getting feedback and more. And, there are some statistics to support the theme and lessons. You sold me!
