5 Top Customer Service Articles For the Week of December 28, 2015

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.

How to Avoid Alienating Your Customer During the Busiest Shopping Time of the Year by Jordy Leiser

(LinkedIn) The rise of e-commerce has made it very easy for consumers to switch from Company A to Company B. Today, shoppers have more choice than they’ve ever had, and with this multitude of options, one bad experience can lose a customer for a lifetime.

My Comment: This is an outstanding article about how to avoid mistreating and alienating your customers during busy times. While the article focuses on the holiday season, it is really applicable to any busy time – and any type of company.

The keys to offering great customer service with social media by Susan Solovic

(Susan Solovic) There is no “one-size-fits-all” pattern for a small business that wants to offer great customer service with social media. Depending on the size and nature of your business, the appropriate strategy, tools and platforms change. We will look at the topic starting at the “entry level” and build from there.

My Comment: It’s hard to believe that there are still businesses (big and small) that haven’t bought into social media customer service.  If you or your company are one of those, here are some basics to consider.

2016 – The Year of Connected Customer by Vala Afshar

(Huffington Post) Here are eight transformational digital business initiatives and technology investment opportunities that all businesses should consider in 2016.

My Comment: I’ve said (and written) this before: Vala Afshar is brilliant! In this short article, he shares some of the most relevant trends impacting our business – especially in the world of customer service.

Giving Great Customer Service to Millennials by John Krautzel

(Beyond) The millennial generation — people born from around 1982 to 2004 — expect a certain level of customer service when interacting with a business or workplace.

My Comment: Millennials makeup almost 25% of the population, and therefore are a powerful force in business. As customers, they expect to be treated differently than other demographics (such as aging baby-boomers). Great stats and facts in this article to support the case of paying closer attention to what those differences are.

5 Steps to Providing an Exceptional Customer Service Experience During the Holidays by Infinit Contact 

(Infinit Contact) How can you avoid any worst case customer service scenarios amidst holiday rush? Here’s a guideline for you to follow.

My Comment: Christmas was just a few days ago. The crowds at the malls seem to be bigger than ever. Calling a support center means longer than usual hold times. This short article has some great tips/ideas for delivering better customer service during the holidays – and any other busy time throughout the year.

Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com. Connect with Shep on LinkedIn.