Each week, we read a number of articles on from online sources. Below, the top reads on customer service from the following week:
Customer Experience Is The New Brand
The company may define its brand promise, but it is the customer who decides whether or not the company delivered on its promise. There’s a lot riding on delivering a positive customer experience. Be consistent, and build your brand through satisfied customers.
A Better Customer Experience In The Future? You Can Bet On It
The future is not as bad as you would think, despite our current customer service malaise. Our perceptions of good service and bad service may be about to change dramatically. Consumers and businesses have to either prepare for that what’s next — or perish.
These Companies Have The Best Customer Service
The ACSI list that answers the question: Which companies have the best customer service? Here’s a suggestion, frequent those on the list and observe their customer service. Take what you observe back to the office to model. (If you take #1’s chicken sandwich back to the office, be sure you take one back for everyone!)
While written for the banking industry, the principles apply to any industry: customer service is more important than anything else; it builds awareness and trust, it increases customer retention, it improves employee turnover, and it improves your brand image.
Wonderful read with the core principle in the article title: you can’t truly automate customer service. Maybe one day our competitors will be robot painters or automated movers, but we’re not worried. Technology may be getting close, but it’ll never replace genuine, human-to-human interaction.
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