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5 Top Customer Service Articles for the Week of September 24, 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.

Customer Service: Where We Are and Where We Are Going by Fara Haron

(CustomerThink) To provide some insight on what’s happening behind the customer inquiry scenes, let’s take a look at the evolution of the contact center.
My Comment: What does the future of customer service look like? Here are some interesting predictions about what a support center will look like in 10 years.

6 Tech Advances That Will Enhance Customer Experience by Kelechi Okeke

(CX360Service) In the last decade, humanity has achieved a significant number of technological advance which are bound to make a huge impact in our lives and the way we do business.

My Comment: While we’re looking into the future, you’ll enjoy this article that looks at six technologies that are – or are going to – impact the customer experience. Everything from IoT (Internet of Things) to 3-D printing to AR and VR… the future is quickly approaching with much to look forward to.

How to Add Unexpected Value by Paul Reilly

(Tom Reilly Training) Hilton is known for their award-winning guest experience. The employees are well trained and empowered to act. I recently experienced this while checking in at a Homewood Suites in Houston, TX.

My Comment: This is a short article from a value-added selling expert. Adding value is definitely part of customer service. Paul Reilly shares a story that shows us how the power of listening – and then doing something with what you hear – can create a memorable impression.

The HubSpot Customer Code: 10 Tips for Customer Service and Relations Written by Abigael Donahue

(HubSpot) If happy customers, steady growth, and a clean conscience sound good to you, you might like HubSpot’s Customer Code. It consists of 10 tenets around how companies should treat their customers.

My Comment: Hubspot is a very successful company that is recognized as an industry leader in technology. They are also known for their customer service, so when they share what is referred to as “The Hubspot Customer Code,” we should take notice. Here are ten ways that Hubspot nails customer service and CX.

Three core ingredients of the perfect human-digital blend for B2B sales by Michael Viertler

(MyCustomer) Research has revealed three traits that should be the core ingredients of every company’s optimal human-digital blend: speed, transparency and expertise.

My Comment: As we head toward the future of CX and customer service, the balance between human and digital is important to get right. Here are three concepts that we must get right. The focus is on B2B, but you’ll quickly see it applies to just about every business.

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 www.TheCustomerFocus.com. Follow on Twitter: @Hyken

 

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