Archives For Customer Service

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Welcome to our roundup of customer relationship management (CRM) industry news from across the web. This week’s roundup will offer valuable insights to help jumpstart your customer loyalty program. We’re hunting the ‘net for the latest and greatest, and bringing them to you here, in one convenient weekly post.

Creating an amazing customer experience can create customer evangelists. Although, how can you measure the value of a satisfied customer who isn’t loyal? Shep Hyken says it best:

There is a big difference between a satisfied customer and a loyal customer.
    ~ Shep Hyken

Did I also mention that Shep will be our keynote at this year’s SugarCon? The following will be a list of articles that can be used as a guide to revitalize your overall loyalty program, or give it a little boost.

Effective Social Media in your CRM: Loyalty
Social CRM can often complete the complete 360-degree customer view that companies rely on to communicate a consistent customer experience. Knowing exactly who your customers are will allow you to help serve them timely, relevant, and engaging content through the right social channel.
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How To Use Technology, Brains, and Service To Build Customer Loyalty
It’s here that you shift your customers’ perception of your company out of the “they’re perfectly fine for now” to “they’re my one and only.”” – Micah Solomon

Technology can’t foster customer relationships alone. However, by combining well-trained employees with the tools needed in order to create an extraordinary customer experience, you’ve created an opportunity demonstrate value to your customers and drive customer loyalty.
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Finding Benefits in SMB Loyalty Programs [Infographic]
How do you view customer loyalty for your SMB? This infographic explores the benefits of a loyalty program and exposes opportunities for you to take advantage of to leverage your customer base and keep them coming back for more.
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4 Sharp Tools for Honing Reseller Loyalty
This article focuses more on managing relationship within your extended sales force: the channel. Providing support through an indirect channel is like playing a lethal game of telephone in customer service.

“It’s repeatedly been said that service is the secret to loyalty. Most of the time, that’s said in reference to direct customers — but it applies even more so to the indirect channel.” – Christopher J. Bucholtz
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And there you have it. I hope you enjoyed this week’s roundup and have a newfound insight on loyalty. Got ideas for other great articles we should include in future CRM Roundup posts? Let us know in the comments below!

CRM_Roundup_Banner_V4

Welcome to our roundup of customer relationship management (CRM) industry news from across the web. This week, we’ll be showing you the ins-and-outs of customer experience! We’re hunting the ‘net for the latest and greatest, and bringing them to you here, in one convenient weekly post.

What is Customer Experience? [Infographic]
The people over at CustVox, now owned by SandSIV, take you through a comprehensive infographic to help you leverage the Voice of Customer (VoC) and demonstrate Customer Experience Management (CEM) best practices. Customer Experience is for everyone, according to Flavio Martins: he explains the top reasons to invest in CEM with statistics to prove his point.
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The Customer Experience Jury Is In
Chris Bucholtz draws lessons from his latest experience attending what most people see as a burden: jury duty. Understanding the value of customer experience, Bucholtz highlights the importance of empathy, courtesy, and simplifying processes for the customer.
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Is Your Customer Focused Language Important?
Bill Hogg delves into the importance of semantics when interacting with customers. Paying attention to detail in the dialogue spoken during any customer interaction can make or break how they may perceive you and your brand.
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Got ideas for other great articles we should include in future CRM Roundup posts? Let us know in the comments below!

Business News Daily’s Ned Smith wrote about a Harris Poll sponsored by SugarCRM that confirmed a lot of what people have come to believe about customer service: all too often it’s infuriating, frustrating, hard to navigate and a killer to customer loyalty. More than half the respondents said that poor service experiences have caused then to avoid buying from a company, and four out of five who used social media channels for service were frustrated by a lack of knowledge about them, indicative of disconnections between service processes and CRM.

These problems are the kinds of things that a well-structured CRM system – and the right technology – can avoid. Read the whole story and get a feel for how frustrated customers are – and realize that assuaging those frustrations can give you an edge over your competitors.

When I think of great customer relationship management (CRM), I think first of customer service. In a global marketplace that brings you incredible brands like Amazon.com and Coca Cola or fantastic products like the iPhone and Lexus GS (I own them both), your products alone don’t set you apart from your competitors any more. The way you treat your customers, the relationship you build with your customers is what sets you apart from your competition. In today’s information overload world, customer service is marketing. Just ask Zappos or Rackspace. It’s in their logo!

In the early 90’s I studied for a year at the University of Heidelberg. My lifeline back to home in California was the local Deutsche Bank office where my parents wired me funds every month. I remember that bank office fondly, not just because that was where I picked up my bar money each month. I remember how friendly the bank tellers and the bank manager were. Even though as a university student I had very little money, they always treated me like their most important client. From greeting me by name at the door (it was a small branch), to thanking me for my business that day to wishing me well as I left, great customer service was clearly the mantra of that branch office.

Years later after starting my own business, I have learned that great customer service doesn’t just happen by accident. It’s a philosophy that must be part of a company’s culture. Managers must be relentless in demanding it, employees need to be enthusiastic in delivering it and your customers will quietly smile and come to expect it.

I have found that the philosophy behind great customer service is a simple one. I call it the “Golden Rule of Customer Service”. Treat your customers the way you would like to be treated.

We all enjoy and appreciate it when we are treated well and get the product we are looking for. Certainly if a company can deliver great service with a smile, it will earn my continued business quickly. If the company can consistently deliver high quality service and high quality products, I will become that company’s loyal fan and recommend them to everybody I know.

At this year’s SugarCon on April 23-24 in San Francisco, you will learn all of the latest tips, tricks, techniques and tools for treating customers they way you would like to be treated and how to create a legion of loyal fans. Join us for the fun and you will walk away with the knowledge you need to accelerate and grow your business.

–Clint