Welcome to the Monthly Mash, a mashup of tools, tales and tips on customer service and the customer experience from around the blogosphere.
Volume 29: March 2014
Thoughts on the Customer: Creating Customers For Others
“I don’t know the key to success, but the key to failure is trying to please everyone.” Bill Cosby
I wonder if this quote should be plastered inside the halls of every business in the world, because the truly great customer experience companies know who their customers are and who their customers aren’t. Great customer experience companies are willing to create customers for others.
Great CX companies make strategic decisions that help them to serve a smaller number of customers better, instead of a larger number of customers less effectively. Pizza parlors that do not deliver. Bars that prohibit smoking. App designers that focus on only one operating system. Whatever the choice might be, smart organizations know when to walk away from business to focus on their core customers and offerings.
A great example of this is Southwest Airlines, which does not offer first-class seating. Surely, this choice has alienated a highly profitable segment of the flying population, but Southwest decided that it was the right strategy to help it deliver a great customer experience. Despite this choice to provide less service options, Southwest has constantly ranked at the top or near the top in most customer experience surveys for airlines.
Sure, Southwest is creating customers for others, but hopefully, they are enriching the experiences of their own customers as well.
The Month in Customer Service Blogging
A collection of the best posts about customer service and the customer experience we read this past month.
- 8 Fresh Customer Service Ideas Worth Stealing – Number three, “Answer Questions on Video,” was interesting. Imagine how appreciated (and surprised) your customers would feel to open an email with one of these!
- Delivering on Customer Experience: How to Establish a (Very) Virtuous Cycle – Creating a great customer experience involves some of these elements.
- Sample Interview Questions for Customer Service Reps – Keep some of these great out-of-the-box questions on file for your next customer service hire.
- Review the Ten Customer Leadership Aptitudes – Even if your small business doesn’t have one, these traits can still be harnessed to initiate positive change for customers.
- The Public Sector Cares About Customer Service Too, No Really – An interesting piece about the importance of customer service to the public University system.
- The Myth of Customer-Centricity – Being a customer-centric company involves more than many think. Here’s how you achieve customer-centricity.
- WOW Customer Service (2 of 2) – Understanding your customer’s total experience helps you find the areas where you can deliver the most “WOW.”
- CX: Flash in the Pan, or Significant Change Driver? – When every employee in a company works with the end-user always in mind, silos can begin to diminish.
- ‘Customer Experience’ Is Today’s Business Benchmark – Why having the best product or best prices is no longer the cornerstone of a wholly successful company.
- Why You Should Put Yourself Out of Business if You Want to Save Your Company – The rate of change in today’s economy can leave your organization in the dust. Here’s why you should do it yourself first.
- Is Social Media Necessary For Getting New Customers? – In addition B2C social consumers, some striking statistics on social media usage of potential B2B customers.
- Employee Videos Are A Content Cornucopia – Uploading videos to your website that highlight employees will help your customers instantly feel closer to the company. (PS. Get a photo release!)
- What You Can Expect to See in the Future of Retail – How can physical retailers keep up with online retailers? Check this out!
Someone Was Listening
Sometimes the most popular post from the previous month; sometimes just the one I liked best.
Well, this month’s post was both our most popular and our favorite: We Have a Book Deal! Everyone here at CTS is excited to announce that Adam has a book on frontline service coming out in Spring 2015. Check out the post for details on the book and how you might be able to participate.
Photo Credit: http://www.dreamstime.com/maxxyustas_info