This Week’s Best in Customer Engagement

This week’s top five in Customer Engagement help us get a better understanding of the role of customer experience in building loyalty, in determining the role of customer service, and in establishing superior social media experience.

1. 9 Plus 1 Behaviors of Truly Loyal Customers

This article by Ron Kaufman  provides an excellent overview of the kinds of behaviors you can expect from your most loyal customers. If you’re still unsure of whether you’ve identified the difference between customer satisfaction and true customer loyalty, this article will definitely assist you in finding your way.

2. Customer Experience Isn’t Customer Service
If you’re still struggling to explain to others the difference between customer experience and customer service, this article by Michel Falcon is one you’ll find informative and important.

3. Invisible Customer Service: The Customer Must Be Reminded of How Good You Are

This article by Shep Hyken will help you remind your customers of just what they love about your business and your site. We know that earning customer loyalty is important but just what does is the value of loyalty and how long can we count on it from a customer?

4. Conquering that Awkward Line Between Social Media
Marsha Collier’s article helps us define that difficult place between providing exceptional customer service, and building a strong social media presence. Her examples of how businesses have handled tweets from uncomfortable customers are particularly intriguing.

5. How to Quash a Customer Service Social Media Uprising
We’ve seen the difficulties faced when a customer service woe meets social media. This article I wrote may help you better understand how to face those difficulties more effectively, before a social media uprising because impossible to control.


Amy Clark is the Lead Author & Editor of IWantItNow Blog. Amy established the Customer Engagement blog to create a source for news and discussion about some of the issues, challenges, news, and ideas relating to customer service, support and engagement.