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Welcome to Customer Insights, a weekly digest of the most important stories about online reviews, customer feedback, and customer experience. This week: Google releases new mobile experience and includes reviews, and Micah Solomon writes about eight essential elements that make up customer service.
Reviews Part of New User Experience on Mobile
Google released a new user experience for its mobile search results, Search Engine Land reports. Users can now look at an “overview” or “reviews” about a local business.
What Elements Make Up Great Customer Service?
According to Micah Solomon, Forbes contributor, there are eight essential elements that make up a great customer service. They are humility, pride, the willingness to do work outside of your job description, personality traits for customer service, training and re-training, a common language, stories about great customer experience, and empowerment.
Think about these factors when you are analyzing trends in reviews and using the insights to improve the customer experience.