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.
How to Resolve a Customer Crisis by Chris Mittelstaedt
(Inc) Every business makes mistakes. What you do next is the difference between losing customers forever and gaining lifelong fans.
My Comment: If there was ever a customer service crisis, the items on this list will serve you well. I’m printing this article out, just in case!
(GetApp) GetApp has prepared an infographic to educate small business owners about the dangers of poor customer service and ways to improve it.
My Comment: Using stats, facts and fun graphics, this infographic tells a great story about the benefits of great customer service. Worth printing out and putting in the break room for all to see. Better yet, have a team meeting and discuss the relevance of the stats and how they apply to your own company.
(Forbes) After spending one year of research into every aspect of the Apple Retail Store for my book, The Apple Experience, there’s very little new information that surprises me. However, sometimes people leak information that can teach all of us a lot about running a successful business, communicating brand messages effectively, and enhancing the customer experience. One such piece was recently leaked and posted on the tech site, Gizmodo.
My Comment: This article about Apple’s customer service is outstanding. The ideas and strategies are practical, common sense and very doable for any type of business.
Customer Experience Lessons from Neil Armstrong by Annette Franz Gleneicki
(CX Journey) What can Neil Armstrong teach us about customer experience? I took some
liberties with his most-popular quotes and applied them to our world.
My Comment: Great article! Love the timely comments about how Neil Armstrong and NASA can teach us a thing or two (or three or four…) about customer service and customer experience. Who would have thought that one of our American heroes, Neil Armstrong, could give us such valuable lessons!
How to Solve the Challenges of a Social Media Customer Service Account by Andrew Gothelf
(Radian6) Brands use social media in a number of ways to aid customer service. Dedicated handles for customer service are especially popular. These accounts are useful, but they present some challenges. Here’s how to solve them.
My Comment: Companies must embrace social media to help with their customer service efforts. This article spotlights three of the most common challenges companies have with social media and customer service, and then gives us the answers we need to embrace the medium.
Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. For information contact (314) 692-2200 or http://www.hyken.com. For information on The Customer Focus™ customer service training programs go to http://www.thecustomerfocus.com. Follow on Twitter: @Hyken
(Copyright ©MMXII, Shep Hyken)