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.

(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!

6 Customer Service Facts for Every Business…you won’t be successful without them. by Steve DiGioia

(Steve DiGioia) After all the money is spent, the seminars are attended and advice books read, what’s left? Nothing more than real-world actionable “standards of a successful business” that are applicable to any industry.

My Comment: The title of this article indicates that these are six customer service “facts” for every business. I would call these “non-negotiable” tactics and strategies that every business should consider. These are simple reminders of what every business must do.

The Expert View: Top CX Trend for 216 by Marketforce

(Marketforce) With an exciting new year in customer experience dawning, we asked some of our experts for their top picks for CX trends in 2016.My Comment: Seven experts weigh in with some short “predictions” on what the key trends and developments in CX are going to look like in 2016. (I’m honored to be included in this article).

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.

I love you so much, I just couldn’t imagine living without you! by Craig McVoy

(Consort) At Consort w,e help companies to become ‘Love Brands’ by shaping their experience using our simple 7 step process. So let me give you a quick insight into those 7 steps to becoming a brand you just couldn’t live without!

My Comment: With Valentine’s Day less than a week away, I thought this would be an appropriate article to include in our “Top Five” roundup of great customer service and customer experience articles. Simple ideas that make sense.

Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. For information contact or www.hyken.com. For information on The Customer Focus™ customer service training programs go to www.thecustomerfocus.com. Follow on Twitter: @Hyken

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