Shep Hyken\'s Customer Service Blog

5 Top Customer Service Articles For the Week of September 21, 2015


Each week I read a number of customer service articles from various online 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.

Magic Mirror Glue: Your Secret Sauce for Customer Stickiness by Daryn Mason

(LinkedIn) As Customer Experience (CX) professionals we all want customers to hold up a mirror so we can see what we look like from their perspective. But how ‘sticky’ is their feedback?

My Comment: We all want to know what our customers think. How we go about it may or may not get the information we want. If you want ideas on how to get better feedback from your customers, then read this article.

3 tips on providing better customer care service by Eli Schwartz

(e27) How important is customer care? SurveyMonkey’s Eli Schwartz gives the lowdown on how it can be better managed by your business.

My Comment: A great service experience shouldn’t be complicated, as this article points out. Three simple ideas: Make it easy, be authentic and resolve problems quickly.  A company that focusing on those three concepts will do well with their customers.

7 ways social media can improve customer satisfaction by Jennifer Lonoff Schiff

(CIO Online) Social media and customer relationship experts share tips on how to use Facebook, Twitter and Instagram to enhance customers’ experience with your brand.

My Comment:This article reminds us that social media in customer service is not just about reacting to comments posted by customers. It is as much about engaging and adding value.

4 Steps to Avoid ‘Analysis Paralysis’ and Improve Customer Experience by Craig Borowski

(Software Advice) Today, many business leaders find themselves paralyzed by the topics of customer experience (CX) and CX improvement.

My Comment: This is a simple four step customer experience model. I like the concepts, and if a company is confused about how CX plays into their marketing and brand strategy, then this article will definitely help. And, if you’ve already bought into the idea of a strong CX strategy, you’ll also find a nugget or two to think about.

Reverse Customer Experience: Retain Calm Customers! by Kate Nasser

(Kate Nasser) When customer experience is going sour, do your calm customers have to raise their voice to get action? Do they think they must show anger to reverse customer experience from bad to good?

My Comment: Just because a customer doesn’t complain, doesn’t mean he or she is happy. If they are unhappy, and they are silent about it, they may just disappear. (And, we thought they were happy – they didn’t complain!) And, when a customer nicely and calmly states some form of dissatisfaction, don’t make the mistake of thinking that person, “doesn’t appear to be upset.” This is a great article that reminds us that even if the wheel isn’t squeaky, it still may need a little oil.

Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. For information contact (314)692-2200 or For information on The Customer Focus™ customer service training programs go to Follow on Twitter: @Hyken


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