Offering great customer service is key to running a successful business. If your customers have a great experience with your organization, more often than not, they will be happy to become a loyal customer as well as recommend you to others.
Digitalization has allowed customers to be much more proactive than ever. They have more control over their purchasing experience, and often conduct research before making a purchase. They are also quick to share their experiences with others, such as on social media outlets and review pages, should it not meet their expectations.
As the customer’s role in the purchasing process changes, so too must your business, adapting and ever-evolving to ensure that your customer’s experience is a good one. Modern technology is also changing the way in which we connect with our customers, and it’s important to keep up with the ways in which people want to connect with you.
Offer a More Personal Experience
These days, more often than not, customers want to be treated more personally. They want to feel like they’re more than just another customer. They also want to buy from people, rather than a faceless organization. This means that it’s important to establish a level of familiarity, as early as possible, in order to achieve this more personal connection.
Your “About Us” page on your website is a fantastic opportunity in which you can convey your company’s ethos and best practices. The opportunities for your customers to contact you should also be varied, offering your potential clients multiple ways in which they can get in touch with you.
We spoke to some of the industry’s top professionals to put together a reading list of the best customer service books for you to improve your skills and practices. These recently published books come highly recommended for those who want to stay ahead of the game in customer service.
Best Customer Service Books
Amaze Every Customer Every Time: 52 Tools for Delivering the Most Amazing Customer Service on the Planet
The Nordstrom Way to Customer Service Excellence: The Handbook For Becoming the “Nordstrom” of Your Industry
The Service Culture Handbook: A Step-by-Step Guide to Getting Your Employees Obsessed with Customer Service
Uplifting Service: The Proven Path to Delighting Your Customers, Colleagues, and Everyone Else You Meet
Uplifting Service gets to the bottom of what every great business should be, and then uplifts it. Ron's message is timely and the architecture he provides for building a service culture is timeless. This is a necessary book for every business.
This book lays out a framework to help any startup brainstorm ways to gain more customer traction.
Uncontainable: How Passion, Commitment, and Conscious Capitalism Built a Business Where Everyone Thrives
How to make amazing products. Super fun to read too.
The New Power Base Selling: Master The Politics, Create Unexpected Value and Higher Margins, and Outsmart the Competition
Power Base Selling has been the most pragmatic and effective guide in my professional services career. Jim and Ryan's new concept of Unexpected Value is fundamental to differentiating your product and defending your margins.
If You’re Not First, You’re Last: Sales Strategies to Dominate Your Market and Beat Your Competition
Over the years he’s [Tony Hsieh] recommended well over 20 business books — including his own, the 2010 bestseller Delivering Happiness and you can always find what he’s currently reading atop his cluttered desk. Start with Why is amogst those titles.