Welcome to the Monthly Mash, a mashup of tools, tales and tips on customer service and the customer experience from around the blogosphere.
Volume 11: September 2012
Customer Experience Resource: National Customer Service Week 2012
National Customer Service Week begins today, October 1 and lasts through October 5. Last year, we decided to highlight what different customer service experts such as Richard Shapiro, Shep Hyken, and Kate Nasser were suggesting for National Customer Service Week (NCSW). For some great ideas, I suggest you take a look at the original post.
This year, we are going to suggest a little bit different focus: take the week and evaluate the state of your organization’s service delivery and customer experience.
- Have a speed meeting each day with a different objective.
- Put together brainstorming sessions to address your top 3-5 customer service challenges.
- Pose a different question to your team every morning.
This year, make National Customer Service Week about organizational introspection and creating action plans to make sure future weeks are full of great customer service.
The Month in Customer Service Blogging
A collection of the best posts about customer service and the customer experience I read this past month.
- What to Say to Customers When Technology Fails – It’s going to happen. Some good advice for call centers on how to handle it.
- Easy Customer Experience Lesson: A Tale of Two Surveys – The goal of a survey should not be to measure how well employees execute company policies.
- When a Favored Employee Leaves the Company, Ensure that Your Customers Don’t – A great article on how to handle transitions of team members that have worked closely with customers.
- Mapping Surveys to the Customer Journey – When is the perfect time to request a customer feedback survey? When is the customer experience really finished?
- 42% of Consumers Complaining in Social Media Expect 60 Minute Response Time – Interesting research about consumer expectations and social media response.
- 6 Signs That It’s Time to Resign a Client – Tips on cutting ties with insatiable clients in an agency environment.
- In Defense of the Lifetime Value (LTV) Formula – Practical, non-technical advice on how to determine the lifetime value of your customers. Check out our guide to customer lifetime value if you want to learn more about this concept.
- When It Comes to Total Returns, Customer Experience Leaders Spank Customer Experience Laggards – Nice proof using the CxI that shows the performance of S&P 500 companies relative to their service levels. The experience you provide your customers matters to your company’s value.
- Customer Satisfaction Leads to Higher Stock Prices: New Evidence — A different look at the same topic.
- How a Fan Post on Panera’s Facebook Page Got Half a Million Likes – An interesting story of a nice customer service gesture gaining massive traction on Facebook. A good read!
- iPhone 5 & the Myth of Steve Jobs – Steve Jobs was obviously a successful leader but was his success because of or in spite of his tough management style?
- Would You Rather Hire Rock Stars or Roadies? – Although “rock star” implies awesomeness, they might not be the best people to handle customers’ complaints…
- “Culture is Not the Most Important Thing, It’s the Only Thing” – Costco’s Jim Sinegal – Why has Costco been so successful? One theory is here…
- I Just Had a Fascinating Customer Experience! – How often does a customer experience strike a positive emotional chord? This one did.
Someone Was Listening
Sometimes the most popular post from the previous month; sometimes just the one I liked best.
On September 10, we saw a spike in traffic to a post from June called How to Be a Good Customer: 16 Ways to Not Be a Jerk. As it turns out, the post (one of my personal favorites) was picked up on Reddit. It was interesting to see people unfamiliar with our blog commenting and interacting with the material. Maybe someone was listening?
Enjoy the comments from Reddit here!
Thoughts on the Customer
This month, we wanted to highlight this brief post from Seth Godin about customer service. The entire post is as follows:
“The simplest customer service frustration question of all – ‘Why isn’t this as important to you as it is to me?’”
It is a point that should resonate with all customer facing professionals, because in the gap between what matters to the customer and what team members focus on lie the remains of failed customer service.
Hero-class customer service begins with focusing on what customers care about.