Welcome to the Monthly Mash, a mashup of tools, tales and tips on customer service and the customer experience from around the blogosphere.
Volume 10: August 2012
Customer Experience Resource: The Customer Conversation
This month’s customer experience resource comes from none other than — well, us. The Customer Conversation is our newly-branded and formatted eNewsletter.
Our traffic here at Customers That Stick has shot up to new levels in the past few months — August traffic being almost triple that of June. And as the traffic has grown, so have the subscribers to our mailing list.
So, we have begun focusing more time and energy on creating quality content for our eNewsletter, and The Customer Conversation has been the outgrowth of that focus.
The Customer Conversation features a variety of exclusive content, with more being added each month. In addition to our new Monday Motivation series, we are also launching our full new eBook on September 24 entitled 7 Secret Customer Service Techniques Every Expert Knows! If you want a preview of the content, check out this post about secret customer service technique #6.
If you are interested in The Customer Conversation and our new eBook, please sign up via the form below. Of course, our list is NO SPAM. We will not sell or give out your information.
The Month in Customer Service Blogging
A collection of the best posts about customer service and the customer experience I read this past month.
- The Power of Personalized Recommendations – For busy online shoppers, a personal recommendation based on purchase history or previous searches can encourage an unexpected sale.
- 4 Ways Technology Can Improve Customer Service – As technology evolves, it is important that companies focus on how technology can simplify (not complicate) the customer experience.
- Best in Practice [infographic] – This infographic shows what works in customer service and areas where companies should focus their efforts.
- Eleven Tips for Wooing Customers – One tip that I liked urges businesses to call past customers just to let them know what’s new. It might just be the reason they come back in…
- Customer-Obsessed Service – Some companies view their customers as an asset. You could call that obsessed or just really customer-centric.
- Nick Meiers: Using Kano Analysis to Improve Guest Satisfaction – An informative look at how companies can determine which elements of the customer experience are most important.
- Customer Experience Should Be Part of Your Business – A look at how to approach customer experience optimization for large companies with multi-channel issues.
- Sprint CEO Hesse: Good Customer Service Costs Less – Companies are always looking for ways to increase profits, and Sprint found that improving the customer experience improved the bottom line.
- Fantasy Customers vs. Real Customers – A really insightful look at social signals and the challenges associated with using social media to differentiate customer aspirations from customer actions.
- Customer Service in the Social Media Age – The Next Battleground [infographic] – To expect a company employee to Tweet back or reply to a Facebook comment is becoming a customer experience reality.
- Is Your Marketing a Wolf in Sheep’s Clothing? – In this day and age, a handwritten thank you note is a powerful gesture, but when you combine it with a sales offer…
- Ever Lose Your Cool in a Queue? [infographic] – How do keep your cool when a waiting line gets on your nerves? Australia finds solace in their smart phones.
- Inside Job: Why Dealing with “Difficult” Colleagues Will Lead to Happier Customers – Depersonalizing a difficult situation with a co-worker can prepare us for handling stressful situations with “difficult” clients.
- Governance: The Key to Customer Experience Management – Some solid advice on forming high-level executive teams that meet regularly to evaluate and improve the customer experience.
- If the Customer Is Always Right, You’re in Trouble – We do so much research before making a purchase, is it possible that we don’t need salespeople anymore?
Someone Was Listening
Sometimes the most popular post from the previous month; sometimes just the one I liked best.
How Do You Handle an Angry Customer? Patrick Swayze Style! — This post takes a look at one of the first steps in handling angry customers — being nice. Anyone who remembers Patrick Swayze’s classic B-Movie Road House will appreciate this post.