Shep Hyken\'s Customer Service Blog

5 Top Customer Service Articles For the Week of December 14, 2015

Top Customer Service and Business Articles

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.

Customer Experience Needs More Emotion (Infographic) by Bruce Temkin

(Customer Experience Matters) As the title of this post says, CX needs more emotion.

My Comment: This is actually an infographic, but has some fascinating information about the emotional side of the customer experience. If you want to create loyalty, there must be some type of emotional connection.

3 Reasons Why Apologies to Customers Will Fail by Elaine Fogel

(Elaine Vogel) We’ve heard it before and we’ll hear it again. I’m sorry, I apologize.  These empathetic statements are part of most customer service training programs.

My Comment: They say, “Love means never having to say you’re sorry!” Well, that may work in “love,” but it doesn’t work in business. Actually, while sorry is nice, as the author, Elaine Fogel, points out, it takes more than that to win back the customer’s confidence.  Great article on why in business, sometimes apologies are just not enough. By the way, the author has a new book out titled, “Beyond Your Logo.” If you like this article, you’ll love the book.

B2B Executives Expand Customer Experience Investments by Anna Papachristos

(1to1 Media) Like their B2C counterparts, B2B executives plan to invest in technology and talent that will elevate their customer experience initiatives.

My Comment: Here is an excellent article that includes many customer service stats and facts for B2B companies. Too many times I have heard disagreements from executives that customer service is more for consumer-focused companies (B2C) than B2B. Well, that is just not the case – and this article makes that exact point!

69 Experts Share 2016 Marketing Predictions by Bryan Kramer

(Bryan Kramer) Here are 69 predictions about content, social and digital media marketing in 2016 with just 2 questions.

My Comment: Bryan Kramer has created an amazing article by asking 69 of his closest friends to weigh in on their predictions for social media and content marketing. I found some of the predictions fascinating and exciting. Great times ahead. Thank you Bryan!

Epic Business Quotes from 1 Year of Podcasting by Jeannie Walters

(360 Connext) We’ve reached our 73rd+ episodes now, and the list of great guests is too long to provide here. If I consider all the things I wasn’t expecting to learn, the list would be even longer. Here is a small selection of some the business quotes and lessons that stuck with me!

My Comment: Here are a number of quotes that came from the podcasts that Jeannie Walters and Adam Toporek conducted with customer service and experience experts over the last year. The really cool thing is that they link to the actual podcast episode. This is a great read – and a great listen!

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

  1. I am obsessed with that customer service infographic. By connecting with the emotional needs of the customer, we give our brands/businesses “personality”. Customers are loyal when they realize that there are actual humans behind the business; people who actually care about the customer experience. Thanks for sharing that!

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