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.
The Link Between Social Media and Customer Service [Infographic] by Impact Learning Systems
(Impact Learning Systems) Social networks are the new battleground for customer satisfaction. As a result of these sites, the customer experience is no longer isolated – It is communal. Companies now have to engage with the customer in the public eye.
My Comment: While much has been written and implemented regarding social media and customer service, I believe we are reaching a tipping point. This infographic has some interesting data and information that makes the case for why social is currently having great impact on a company’s customer service strategy.
Four Core Principles of Retail Customer Loyalty and Retention by Jodi Beuder
(Desk.com) These are the managers that know that it costs companies so much more to gain one new customer than it does to keep three current customers. These are the managers that invest in their current customers’ satisfaction, their loyalty and retention. These are the managers that practice the following four core principles that will keep their customers’ coming back for more.
My Comment: Four simple, direct and time tested ideas to create loyalty. It doesn’t matter what type of business you are in, these are basics that should be part of every customer loyalty strategy.
Customer Service Pick Up Lines by Jenny Dempsey
(Communicate Better Blog) The way a company communicates to you is HUGE for business. Are their words powerful enough for you to take them home?
My Comment: This is such a fun article. It’s nice to receive a notice that a package has shipped or an order has been confirmed. With a little creativity it can become more than the routine notification. And the examples in the article made me start thinking about customer service lines we could use to have fun with our clients.
Why New Customer Rewards Stink For The Rest Of Us by Jeannie Walters
(360 Connext) Do we live in a throwaway culture? Probably. It feels that way to loyal customers sometimes, thanks to customer rewards reserved for those walking in the door.
My Comment: It drives me nuts when a company offers some great deals to new customers and won’t offer the same incentives to existing (loyal) customers. Shouldn’t loyal customer get the better deal? Great article that makes a great point. And, I love the picture!
Top tips to give your business a customer service edge by Chris Tyrrell
(FT Adviser) With the business scene as competitive as ever, there is a number of top tips that businesses can use to achieve customer service excellence. Here are our top tips.
My Comment: This article starts with the comment that with an unpredictable economy and incredible competition, customer service is more important than ever to not only survive, but also thrive. Spot on. This article is filled with tips to make anyone think about how customer service can give any business a competitive edge.
