Customer Service roundup: will your customers or employees take a bullet for you?
What you missed in Customer Service thought leadership this week
You’ve got a lot on your plate, and that one client kept you up troubleshooting until 3:00 AM (turned out they unplugged a cable). So maybe you didn’t catch all the customer service news and thought-provoking insights this week. No worries; we did. Here’s what you missed:
- Thoughts on customer loyalty and how much of it a rewards program really returns. Our favorite former blogger Kathy Sierra gives a nice rant on Hugh MacLeod’s Gaping Void blog, arguing that Your Customer Won’t Take a Bullet for You and bluntly states, “If we have to pay to get it, it’s not loyalty.”
- Following our own post that employee satisfaction comes before customer satisfaction, funny man Greg Levin spews hilarious yet useful advice on Seven Ways to Elevate Agent Engagement and Retention in the call center. My favorite tidbit? “Covet community service as much as customer service. People are inspired by and want to work for companies that care about all human beings – not just customers and employees.” Amen to that. Creating a company mission to give back to the community creates a sense of involvement and well-being that can’t be duplicated.
- John Jantsch over at Duct Tape Marketing is always brilliant. Lately, he’s been writing about the customer experience, something near and dear to my own heart. In this post, he advocates beginning product development with the customer experience in mind: ask what action you want your customers to take 30, 60 and 180 days after purchase and build the product offering based on those desired experiences.
- Forbes shares a way to put it customer service in perspective: what’s a lifetime customer worth? Have you calculated the value of a lifetime customer? Knowing that figure will help you and your employees make decisions today, even when the customer is dead wrong.