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5 Top Customer Service Articles For the Week of February 8, 2016

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. 3 Key Reasons Why Seamless Customer Experiences Influence Your Brand Image by Sven-Olof Husmark, M.Sc. […]

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.

3 Key Reasons Why Seamless Customer Experiences Influence Your Brand Image by Sven-Olof Husmark, M.Sc.

(Customer Think) For 90% of customers, one bad experience is all it takes for them to decide to abandon a brand. There is no question – we are living in the Age of the Consumer. As Forrester has observed, “the only sustainable competitive advantage is knowledge of and engagement of customers.” Fortunately, the tools exist for both of these imperatives. 

My Comment: Simplicity, efficiency, and making the customer feel special… Three simple but powerful concepts that make for a good “seamless” customer experience.  I think that most customers would agree!

2016: The Year of Customer Experience by Katy Keim

(Social Times) We need to set our sights not only on creating the best possible experience for our customers but also, and more importantly, on helping to make their lives better through the products or services we offer. To accomplish this, we must be the eyes and ears of our customers — all the time.

My Comment: This short article will make you think about the trends in CX. Based on everyone trying to figure out how to take their CX to another level using digital, social, etc., one of my favorite lines in the article is this: “Old” does not mean “wrong.” Change is good, but sometimes no change is good.

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.

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