5 Top Customer Service Articles For the Week of September 7, 2020

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.
Winning means losing in the game of customer retention by Linda O’Grady
(CMO) All too often retention is a blanket goal. ‘We need to hang on to our customers’ is reverberating around boardrooms all over the country right now. But what if we reframed that statement?
My Comment: The title of this article caught my attention. Then I realized what the author was getting at. Some customers aren’t worth doing business with, or as she writes, “Hanging on to.” Her premise is that the relationship needs to be a “win/win.” The key is to hang onto the right customers.
Want to Deliver Better Customer Service? Immerse Yourself in Context by Deb Miller
(CMSWire)