Shep Hyken's Customer Service Blog

5 Top Customer Service Articles For the Week of February 27, 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 7 Best Retailers for Customer Service by Jamie Grill-Goodman

(RIS) In today’s omnichannel climate where differentiation is increasingly difficult and customer expectations are heightened, customer service is critical for delivering differentiated shopping experiences. The “20th Annual Mystery Shopping Study” recognizes seven retailers who excel in customer service.

My Comment: It doesn’t matter what type of business you have, there are plenty of lessons you can learn from the top customer focused retailers. This short article lists the top seven retailers and a few stats and facts about them. Take time to Google these companies and study them. Learn what they are doing right.

How Positive Customer Interactions Drive Positive Results by Courtney Simpson

(CMSWire) There are countless, constantly evolving factors affecting human communication. However, the desired outcome of communication is almost always the same. Each party wants to gain value from the interaction. Customer experience (CX) industry leaders understand this — and must create this value for customers as well as their employees.

My Comment: This short article reminds us of something very important: The best customer service is typically driven by human interaction. Yet so many companies are moving to self-service, text messaging from chatbots (computers) and other de-humanized interactions. There is a balance that must be struck between human and automated. Customers do want quick automated service, until they need to talk to a person. Then the company should give the customer easy access to a live customer service agent.

Personalization Becomes an Imperative for Brand Loyalty by Jim Tierney

(Loyalty 360) Personalization is becoming a consumer expectation and a brand imperative to engender customer loyalty.

My Comment: Personalization is a big trend in delivering a better customer experience. Customers want it and are expecting it. This article from Loyalty 360 quotes a study from Lenati that reveals that companies that were successful in personalization saw improvement in profitability. Specifically, 79 percent of organizations that exceeded revenue goals have a documented personalization strategy. Great information with stats and facts that will compel you develop (if you haven’t already) a personalization strategy.

If a Live Person Isn’t Answering Your Phone, You’re Losing Customers by Conversational

(Conversational) Cutting corners in customer service is not uncommon, but it’s also not without consequence. Making your customer experience as enjoyable, simple, and efficient as possible is not only in the best interest of your customers, but also the livelihood of your business.

My Comment: How many of us love talking to the automated response systems when we call a company? (That’s a rhetorical question!) There is definitely a place for the automated or robotic response, however it needs to be the right place. This excellent articles points out several very good reasons to want a live person answering your company’s phones.

7 Foundations Of A Great CX Program by Ben Motteram

(Call Center Week) His ‘manifesto’ for structuring a colony from a blank canvas (literally a greenfield site) got me to thinking: if I was structuring a CX program from scratch, what would be the major principles I’d use?

My Comment: If you haven’t created a formal customer experience (CX) program, this article would be a good place to start. Ben Motteram shares seven great ideas to begin the process. My favorites are numbers four and five.

BONUS

10 Quotes To Inspire Better Customer Service by Sharpen

(Sharpen) Here are 10 quotes to get the wheels turning and inspire your next improvement to your customer service strategy.

My Comment: Here’s a bonus for this week’s list. This short article has ten customer service quotes to inspire you and your employees. We chose a favorite quote, have it printed and put it in a frame for all to see. Each week we change the quote out. Just an inspiring reminder that helps us be… Amazing!

Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. For information contact 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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