Shep Hyken\'s Customer Service Blog

5 Top Customer Service Articles for the Week of March 25, 2019

Each week I read a number of customer service and customer experience articles from various 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 Blending Brand And Culture Can Impact The Customer Experience by Chris Cancialosi

(Forbes) Customer experience is a memory. An impression that can stick in the mind for a minute or a lifetime. A positive experience can result in lasting loyalty, endorsement, and evangelism. A poor experience, on the other hand, can almost instantly mean the end of a brand relationship.

My Comment: A company that is known for its amazing customer service has it baked into its culture. Leadership is where it starts, and then it permeates throughout the organization. This article covers three foundations that are the root of a customer-focused culture; purpose, promise and values.

Creating a Simple and Simplified (S+S) Experience Culture: What needs to change first? by Ricardo Saltz Gulko

(Eglobalis) As the complexity of life increases, so does the value of simplicity and simplification. Exactly how much is proven by how many of us would prefer a break from making distracting and unnecessary decisions.

My Comment: I’m a big believer in the concept of a convenient and simple customer experience. (I wrote a book on it!) This article dives into the importance of the simple experience and how it can give a company a competitive advantage.

Survey: Customer experience trends 2019 by Lynne Capozzi

(ClickZ) Per a recent survey, 66% of consumers globally said: “I don’t remember when a brand experience exceeded my expectations.” Key findings from the report.

My Comment: Here are some of the latest stats and trends in the customer experience world. ClickZ commissioned a study that included responses from more than 5,000 and 500 marketers. Good information here, but it’s just the start. If you like what you read, be sure to download the rest of the report.

How do your customers know you really, really care? by Chip Bell

(Retail Customer Experience) Here are three examples of what caring looks like up close and personal.

My Comment: My fellow customer service expert and colleague, Chip Bell, shares several excellent examples about taking personalization to a higher level. Why would a customer drive almost an hour-and-a-half to get their car serviced, passing a number of competitor dealers along the way? Read this article and you’ll find out!

Customer Service Skills You Need to Master by Alex Yumashev

My Comment: If you want to win the customer service “game,” then you must practice the fundamentals. Here are eight areas to focus on and strengthen. The author’s closing sentence: Surpass your customers’ expectations by training your empathy muscle, planning your time, listening actively and going the extra mile.


Human-Centered Customer Support by HubSpot & HelpScout

(Hubspot) We’re bringing you tactics for creating a human-centered customer support strategy

My Comment: Our friends at Hubspot have just released their report on human-centered customer support. They’ve included several quotes from me – but don’t let that stop you. It’s a great report.

Live from ModernCX 2019: 3 Days of Customer Experience Takeaways by SmarterCX Team

(SmarterCX) This week at Oracle Modern Customer Experience 2019 in Las Vegas, customer experience leaders from around the globe and across industries are gathering to glean the latest in CX technologies and trends, and share success stories, tactics, and insights for improving customer experience in the coming year and beyond.

My Comment: Last week I attended the Oracle ModernCX conference in Las Vegas. Here is a great recap that also includes an interview where I talk about some trends, the balance between digital and human experiences and the importance of a convenience strategy.

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


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