Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too.
Using Social Media to Connect with Your Most Loyal Customers by Michael A. StankoBlanca Isabel Hernández OrtegaFrancisco-Jose Molina-CastilloRishika RishikaJosé Franco
(Harvard Business Review) More and more companies have loyalty programs — and for good reason. A recent industry report showed that loyalty program members not only spend more and remain customers longer but they are also more likely to spread positive word of mouth.
My Comment: Want to get even closer to your most loyal customers? Create a better experience for them on social media. Several professors contributed to this short, but insightful, article about how to leverage social media in a way that drives higher revenue per customer. Note: Be
