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.
Streamlining the Customer Experience with Social Media and Mobile Tech by Rick Delgado
(Social Media Today) With the rise in use of smartphones and tablets, it’s time for businesses to start thinking about how they can reach out to the mobile consumer and use mobile technology to their advantage.
My Comment: On the first read of this article I thought it may be relevant to just B-2-C. However, I believe that any business can benefit from delivering a better social media and online experience. Perfectly summed up in the second sentence of the article: “If we ever came across a company that didn’t have a website, we’d not only be surprised but also pretty annoyed and take our business elsewhere.”
Five predictions for customer experience in 2014 by Mike Wittenstein
(Retail Customer Experience) Here are five things that I believe will impact customer experience in the coming months.
My Comment: We won’t know for another twelve months if these predictions are accurate, but I especially like number two, which basically says that B2B brands will start adopting B2C practices. Great food for thought!
Five Simple Customer Experience Improvement Tips to Jump-Start 2014 by Jeannie Walters
(360Connext) The calendar has turned, friends. After a month of making predictions, we are now on the road to a full 2014. Instead of talking about what you should PLAN on doing, let’s talk about what you can DO to improve your customer experience. Today. Like right now.
My Comment: A very simple but powerful list of things to do to enhance the customer experience. How many companies do you work with that really do focus on the customer, listen to them, listen to employees, think about the future and never criticize a customer behind his/her back? Would be nice if everyone we did business with followed this list.
Seven fearless CX Predictions for 2014 by Stan Phelps
(9 INCH MARKETING) Baseball legend Casey Stengel once said, “Never make predictions, especially about the future.” It’s strong advice for today’s unpredictable climate. Yet we enjoy prognosticating, especially at the end of the year. So, here are my seven fearless predictions for customer experience in 2014.
My Comment: While the article refers to these as seven predictions for customer service/experience, I think it is a darn good list with ideas worth implementing. My prediction… If a company can make any of the predictions a reality, they will have more success in the form of more business and loyalty.
5 Lessons All Departments Can Learn From the Customer Service Department by Blake Landau
(Huffington Post) Forget Robo Cop. Do you want security for your business? Go gaga over service. A service-oriented approach to business is the only choice for the future. Those who don’t recognize this will not be here to make mistakes in the future. Here are my five tips from support. Feel free to share yours in the comments section.
My Comment: There is a reason that other departments can learn from the customer service department. It’s because customer service really isn’t a department at all. It’s a philosophy; an attitude. It can be sales, marketing, HR, IT, etc., we all have customers, either internal or external. Take all of the standard “outside customer” techniques and bring them inside of the company to the internal customer, and you will be an amazing place to work and do business with.
Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. For information contact (314)692-2200 or www.hyken.com. For information on The Customer Focus™ customer service training programs go to http://www.thecustomerfocus.com. Follow on Twitter: @Hyken
(Copyright ©MMXIV, Shep Hyken)