Welcome to the Monthly Mash, a mashup of tools, tales and tips on customer service and the customer experience from around the blogosphere.
Volume 26: December 2013
Thoughts on the Customer: The Power of Trust
Back in 2006, Stephen Covey’s eldest son released The Speed of Trust, a book that proposed the importance in business of not only trust but also of the speed at which it is established. Covey broke trust down into four “cores”:
The first two components define character; the last two define competence.
For customers to trust our organizations, we need all four components. Customers want to deal with organizations that have integrity and have a positive intent that is beneficial to both parties. Most customers understand that businesses must make a profit, but they want to know that it is being done above board and in a reasonably transparent way.
Likewise, customers need to know that organizations are not only capable of serving their needs but are able to execute on these capabilities to produce results.
Nothing is more powerful than having a customer trust both your organization and your team, and nothing matters more to customers than being able to have that trust in an organization.
The Month in Customer Service Blogging
A collection of the best posts about customer service and the customer experience we read this past month.
- 6 Simple, Low-Tech Ways to Reduce Shoplifting – Tips for keeping your merchandise safe, during the holidays and throughout the year.
- Tips To Help You Stay Off Your Customer’s Naughty List – We especially liked #3; if you are gracious during a product return, that customer might return themselves and buy from you again!
- 5 Common Mistakes That Derail Your Customer Experience – Keep these simple, yet important details in mind when approaching change or updates to your customer experience.
- How to Improve Customer Service at Your Operation – A fantastic and short beginner’s guide to understanding and then upgrading how you provide customer service.
- A Digital Health Startup Shows How To Do Customer Service Right – A great example of how bad products can be sold by companies who give wonderful customer service.
- Why Advertising Is ‘Dead Last’ Priority at Outerwear Marketer Patagonia – This company’s social beliefs strengthen its relationship with customers.
- WestJet Christmas Surprise Will Make You Believe in Santa – Stories like this do not scale, but they are fun. An amazing holiday surprise for a group of airline passengers.
- What If Peyton Manning Quarterbacked Your Company’s Customer Experience? – A fun hypothetical scenario starring one of the NFL’s most loved players.
- How To Totally Tank Your Brand Without Ever Leaving Your Website – This “what not to do” article will make you want to analyze your company website.
- 26 Ways to Make Pinterest Work for Your Business – If you are contemplating using Pinterest or are struggling to effectively use it, this is an extensive resource you should use.
- Tips for Spotting Fake Reviews of Your Business – An interesting guide to spotting false online reviews, and what to do when you find one.
- Billboards for Small Businesses: 7 Reasons to Think Twice – A great analysis of the effectiveness of billboard ads for small businesses, including some alternatives.
Brands Still Struggle to Engage with Customers on Social Media – Great research on the state of social customer service, expectations and responsiveness.
Someone Was Listening
Sometimes the most popular post from the previous month; sometimes just the one I liked best.
Statistics come from a variety of sources and can be interpreted many different ways. In the post 9 Customer Experience Statistics to Refocus Your Team, we share important statistics in three different customer experience categories: customer loyalty, customer effort, and social customer service. These statistics were chosen to help deepen your understanding of modern customers and to help you shine a new light on your customer experience.