Customer Service Round Up — May 2018

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customer service roundup may 2018

We’re back with the best of the web in our customer service roundup for May.

Don’t Become the Next Starbucks or Nordstrom. Have this Simple Conversation With Your Managers Right Now

Nordstrom and Starbucks are both in the news right now, for bad reasons. A Nordstrom Rack employee called the cops on three African American teenagers in early May, who were simply shopping for prom clothes. This event has put the company in the national hot seat, alongside Starbucks.

The article reports that, “In April, Starbucks made headlines when a store manager called police on two black men who were sitting in the store and had not purchased anything, saying they were waiting for a friend. Waiting for a friend to arrive before purchasing a drink is extremely common Starbucks behavior. Yet, it escalated into arrests of the two men.”

Both situations happened because the assumptive racism of one employee interfered with customers’ lives and tarnished the company’s reputations. Make sure your company learns from these mistakes. While you probably don’t need to shut down for training, you should still be acknowledging implicit biases. USA Today says, “Everyone should get tested for implicit bias, and if you’re a public official or receiving public dollars — it should be mandatory.”

Stop this before it happens to your company; make sure you’re focusing on building excellent customer support for everyone. By having difficult conversations with your team, you can avoid a huge blow up in the future.

Customer experience (CX) is one of the biggest factors in determining a company’s success. CX can refer to any experience a customer has with your company, be it on the phone, online, or in person,” says SmallBizClub.

This article gives you 3 ways to make sure customer experience is a top priority. It starts with making sure you don’t treat your customers like a number. It reports that it takes 12 positive customer experiences to make up for 1 negative experience. Do the work now to avoid having much more work in the future.

 

North American Employees Are Walking Out — Here’s Why

This article has some sobering statistics.

  • 74% of North American employees say they’ll be looking for a new job in 2018.
  • 85% of North American employees between 25 and 34 are looking for a new job.
  • Only 28% of all survey respondents ranked compensation as “very important” when it comes to retention.

Why are so many companies losing their teams? The answer comes from company culture. A lot of businesses are focusing on superficial perks for their teams, rather than the basics, and it is resulting in loss of crucial personnel.

So what’s important to your team in 2018? How can you, as a leader, make your workplace as welcoming as possible?

Workers, now more than ever, are looking for interesting, meaningful work. 74% of those employees leaving their jobs would be motivated to stay if they had a higher quality of work.

We’ve reported before that having a strong mission makes a difference: “According to Huff Post, 94% of Millenials want to make a difference in the world through their work. They want to work with companies with a mission, companies who are working to make the world a better place.”

69% are seeking higher recognition, and 57% are looking for more time off. These are all factors to consider while building your company culture.

 

3 Instant Ways to Improve Customer Experience

Customer experience (CX) is one of the biggest factors in determining a company’s success. CX can refer to any experience a customer has with your company, be it on the phone, online, or in person,” says SmallBizClub.

This article gives you 3 ways to make sure customer experience is a top priority. It starts with making sure you don’t treat your customers like a number. It reports that it takes 12 positive customer experiences to make up for 1 negative experience. Do the work now to avoid having much more work in the future.

 

Why You Should be Reading Books Every Day, According to Science

We loved this article from Inc.com explaining why you should make a habit of reading regularly. Living in a 24 news cycle is exhausting, especially with our constant contact with technology. Putting down screens for pages feels like an impossible task, but it’s a simple commitment that will bring you multiple benefits.

This article explains that a higher vocabulary, increased empathy, lower stress levels, and improved self-confidence are all benefits you can expect from picking up a new book.

Reading every day also has another excellent benefit for your business: it helps you create and sustain a good habit. When we talk about habits, the conversation is often negative, but habits will ultimately make or break an entrepreneur. Reading every day will give you all the previously mentioned benefits, and it will help teach you discipline and forward thinking.

What do you think about these tips and tricks? Find us on social media and let us know what you’ve been reading.