Shep Hyken's Customer Service Blog

5 Top Customer Service Articles for the Week of October 23, 2017

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.

The Most Costly Mistake In Business by Vala Afshar

(Huffington Post) High performing customer service organizations are changing and redefining performance metrics to better align how they measure service delivery success to their customer expectations, according to the worldwide state of customer service research by Salesforce.

My Comment: What’s the most costly mistake in business? You’ll have to read this excellent article by Vala Afshar, a genius in the world of customer service and CX. The information that Vala shares through his articles and blogs is always spot on. This article covers the importance of… well, you’ll have to read the article to find out.

Impulse service on steroids by Chip Bell

(Retail Customer Experience) If service was an impulse encounter, what would be its features? How do service providers convince customers to assume a “got-to-have” state of mind?

My Comment: You are familiar with “impulse purchases.” You are in a store or shopping online and something catches your eye. Next thing you know, you buy it. Why you just have to have it. Customer service expert Chip Bell has come up with a concept he calls “impulse service.” How can you provide that same feeling to your customer about the customer service you provide. What’ makes them say, “I just have to have it!”?

Carnival’s New Wearable Makes Big Ships Feel Smaller by Cliff Kuang

(Fast Company) How the new Ocean Medallion—from the guys who created Disney’s MagicBand—will help passengers navigate Carnival’s busy ships.

My Comment: Part of an amazing customer experience can be driven by technology. Check out how Carnival Cruise Ships are using a wearable bracelets (called the Ocean Medallion) to create a better experience for the guests on their cruise ships. The future is now!

Why personalization is key for retail customer experiences by Jim Dicso

(Retail Customer Experience) With technology evolving, giant digital-forward companies taking over in-store shopping, and brick-and-mortar stores slowly closing their doors, it’s an understatement to say the retail industry is drastically changing. But, one thing that will always be important? Customers — specifically, loyal customers.

My Comment: Personalization is a major trend. It’s not just for retail, but all industries. That said, this article from RetailCustomerExperience.com shows a number of ways to think about your organization’s personalization strategy. The likelihood that people will spend more and buy more often dramatically increases when you personalize your customer’s experience.

Study: Consumers rate privacy, transparency, and trust over customer service by Andrew Birmingham

(Which-50) When it comes to deciding whether to stick with a brand or walk away it turns out that consumers rate privacy, transparency, and trust more highly than customer service.

My Comment: Is customer service the number one priority? Only if  your customer trusts  you to begin with. This very short article makes the point that without trust, it doesn’t matter how good the customer service and CX is, the customer walks.

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

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