5 Top Customer Service Articles for the Week of December 16, 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.

7 ways to Use Social Listening for Customer Service by Steven MacDonald

(SuperOffice) Your customers are contacting you in a channel that they prefer – and they expect you to respond. But, what happens if you don’t respond? Well, simply put – your customers will stop doing business with you.

My Comment: Let’s start with this stat: A study by Gartner found that companies that don’t respond to their customer’s social media messages risk up to a 15% increase in customer churn. If you’re not already “listening” to your customers, as in monitoring their comments and reviews on social media, you’re at risk. Pay close attention to number four, which is to respond, and might I add that you should respond quickly!

153 Customer Service Quotes to Up Your Customer Experience Game by Jared Cornell

(ProProfs) Here are 150+ customer service quotes that’ll give you insight into a customer’s mind.

My Comment: Want a little inspiration? Look no further than here as the author has compiled a list of motivational, inspirational and just plain, good, old-fashioned advice from customer service and experience experts from around the world. A hundred and fifty of them! I found the 52 you like the most and sharing them once a week with everyone in your organization.

Twenty Mobile Trends For 2020 by Thomas Husson

(Forrester) I have just published a post sharing some of our marketing predictions for 2020. It made me realize that Forrester no longer publishes dedicated “mobile” predictions. Why? Because mobile has simply become a key driver and enabler of business transformation. Mobile is embedded everywhere.

My Comment: “Mobile” is a big trend for 2020. Mobile phones are now referred to as “mobile devices” as customers are using their phones less and less, but instead using apps, email, messaging apps and more. Almost every company in any industry can take advantage of the “Mobile Revolution” (as I like to call it). Are you? If not, and even if you are, you’ll enjoy and learn from this list of the top mobile trends we need to be paying attention to.

Employee Engagement: 4 Keys to Delivering Exceptional Customer Experience by CIO

(CIO) With a customer-centric perspective, along with the right training and processes in place, every single one of your employees — from interns to the C-suite — can be a highly engaged employee. There simply needs to be an organization-wide sense of ownership of the customer experience. To take your company in that direction, follow these four steps.

My Comment: I always appreciate an article that focuses on the inside of the organization (internal customer service) – almost even more than ones that focus on the outside customer. Why? Because a great customer experience starts on the inside. Not just with front-liners, but with all employees. The opening line of this article sums it up: Engaged employees drive better results. Customer service needs to be embedded in the culture. Here are four ways to focus on the inside of your organization that will have a direct impact on the customer.

A 3 Step Approach to Higher Employee Engagement Within The Contact Center by Matt Wujciak

(CCW Digital) Engaged employees are better workers, generating more revenue for the company and creating a better office culture while doing it. The question is, how do we go about improving employee engagement?

My Comment: Here’s another article that focuses on employee engagement, but this time on the front-line customer support agents. My favorite of these three points is number three on “micro-coaching.” (And, not because it includes a quote from me.). One-to-one coaching from a manager is powerful. Catch people doing the right thing, help them improve on their strengths, and more. And, the other two ideas are pretty darn good, as well.

BONUS

Visibility, Credibility, Loyalty: The Benefits of Online Reviews by Robert Morrissey

(RingCentral) 85% of consumers believe reviews older than three months aren’t relevant. So, businesses should consider having new reviews coming in if they are to influence possible customers. To stress the value of reviews, we breakdown the various aspects that they can cater to and also what platforms are thriving.

My Comment: This is an article from RingCentral that features a number of comments and quotes from me regarding online reviews. Here are plenty of good insights about why you should pay attention to reviews. Just look at the title and you’ll see three benefits listed. And, what organization wouldn’t want all of them!

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