Shep Hyken\'s Customer Service Blog

5 Top Customer Service Articles for the Week of October 1, 2018

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.

Employee Experience Strategy: 3 Tips to Steal From Customer Service by Brian Westfall

(Capterra) Now, more than ever, SMBs need to think critically about how to deliver a stellar, cohesive employee experience (EX) that not only convinces workers to stay and engage but also to advocate the company’s awesomeness to others.

My Comment: Customer service is not just for customers. Here are three great customer service strategies that will work for your employees, too. Creating a better employee experience will result in a better customer experience.

(Design Decode) “In my view, people in CX and design often use ‘innovation’ as a buzzword – however, I would argue that we need to be more nuanced.”
My Comment: Here is a wonderful interview with my friend and fellow CX expert, Ricardo Saltz Gulko. In addition to some insights into what drives him professionally, Ricardo shares his philosophies and ideas about the importance of CX in today’s competitive world of business.

Three Practical Methods To Boost Consumer Experience Marketing by Yan Zhang

(Forbes) Over the years, we have explored various ways that companies can break down some of the challenges regarding the overall consumer experience into smaller issues. Below are three highly practical methods that can help simplify your approach to the complex consumer digital experience.

My Comment: The article opens with the following line: Today’s customers expect the same level of service and experience that they receive from global leaders such as Amazon, Google and Apple. If nothing else, get this point! You’re no longer compared to your competition, but to the companies who provide the best service. That’s the new expectation, and the author shares three ideas to help you achieve exactly that.

Five Mistakes That Mess up Your Customer Experience Strategy by Promit Sanyal

(Entrepreneur) Avoiding these common mistakes will surely improve the chances of delivering successful CX initiatives.

My Comment: It’s just as important to learn about what not to do as it is to learn what to do. This short article focuses on five mistakes organizations make with their customer experience initiative. My personal favorite is number one, which focuses on CX being part of the culture and not a tactic.

Infographic: How Customer Service is Evolving in 2018 by Karishma Urs

(Digital Genius) We’ve recently conducted a survey with customer service leaders across North America to get a better sense of their current support channels, how they hire & retain agents, how they use systems to conduct work and much more.

My Comment: We close our Top Five post with an infographic from the very smart people at Digital Genius. This is an update of some of the stats and facts that are impacting the customer support world.

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

  1. Thanks so much Shep for sharing this short interview about my mix of CX and Design Thinking. This website is a new and nice interviews initiative point, from a conjoint British and Italian team. Thanks for spreading the word. R 🙂

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