Shep Hyken\'s Customer Service Blog

5 Top Customer Service Articles For the Week of December 19, 2016

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.

5 Technologies for Delighting Connected Customers by Vala Afshar

(Next in Tech) Consumers and business buyers expect emerging tech to change their experience with your company.

My Comment: If you’ve been reading this column for any length of time, you’ll recognize Vala Afshar’s name. He’s come out with an article that identifies five technologies that, for some businesses, are “table stakes” if they want to remain competitive in the marketplace and relevant to their customers.

CX Strategies: 48 Experts Reveal the Single Most Effective Way Companies Can Improve the Customer Experience by Angela Stringfellow

(NG Data) To find out what you can do to make a big impact on customer experience within your organization, read on to learn what our experts had to say.

My Comment: NG Data has compiled a list of 48 experts sharing their “single most effective way companies can improve their customer experience.” That’s 48 ideas. There is some “solid gold” advice in this compilation of experts. I’m sure that anyone can find several ideas that will help take their organization’s CX to the next level.

Making the Case for Investing in Social and Mobile Customer Service by SparkCentral

(SparkCentral) This guide lays out the integral components needed to establish a successful social media customer care strategy and makes a case for providing the right care in the right way.

My Comment; Sparkcentral has released an excellent report (or as they call it, Playbook) about using social media customer service. While many companies think that social media is a marketing tool, Sparkcentral shares this compelling statistic. 67% of consumers used a company’s social media site for servicing, compared to 33% for social marketing. This is a free and instant download (you don’t have to give them an email address or your name). Great information and worth the time to read.

Three Ways AI Can Enhance Customer Experience by Anthony Nicalo

(Chain Store Age) Many technology experts predict that in just a few years, AI will be prevalent in businesses across multiple industries. And retailers, in particular, have much to gain from AI.

My Comment: There are many companies who don’t think that AI is something that’s relevant to them (and their customers), but they may be wrong. This cost of AI is coming down and will eventually be something as normal as the “search box” found on most company’s websites. The three ideas in this article make great sense. Thanks for sharing!

How text marketing can help court and maintain customer loyalty by Alexa Lemzy

(Luxury Daily) While mobile applications are having their heyday, text messaging is quietly waiting for marketers to re-imagine its value. And they surely will, because texting has some undeniable benefits that make it a favorite among consumers.

My Comment: Text messaging (also known as SMS, or Short Message Service) is a popular way for people to communicate. The article reports that “97% of U.S. consumers send a text message at least once a day.”  If a customer is willing to give a company their mobile number for the purpose of staying in touch (through text messaging), they have demonstrated trust in the relationship. This article has several ideas to consider as you take advantage of this powerful communication tool.

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



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