5 Top Customer Service Articles for the Week of March 30, 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.

5 Steps to Building a Winning Customer Experience Strategy by Maya Nix

(Fourth Source) Five actionable steps you can (and should) take to create a winning online customer experience strategy.

My Comment: I love a list of great ideas on how to create a customer experience. This is a good list of reminders on what we need to help us create customer amazement.

10 Striking Statistics on Self-Service Today by Gigi Peccolo

(One Reach) At OneReach, we think self-service is a valuable tool that not only cuts costs but increases customer satisfaction. By adding self-service (and automation to speed up resolution time), businesses can receive a great ROI and empower customers with quick and easy service experiences.

My Comment: Self-serve customer service is gaining in popularity. All companies should be thinking of how they can provide their customers with a self-service alternative. These stats and facts should help companies that haven’t made the decision to do so rethink why they should.

Three ways to get more customers and increase loyalty by Chad Halvorson

(The Globe and Mail) You have to make strategic moves to build brand awareness, improve customer service and bolster social engagement to help it grow. Here are three simple changes you can make that can help you continue to grow your business.

My Comment: Be easy to do business with. Take advantage of social media. Be community and charitably minded. Great rules for any company to live by. These three simple strategies can help endear your company to your customers.

Building your internal customer service skills by Barry Himmel

(RentalManagement) Management has a responsibility to set standards for all positions and that includes skills related to delivering exceptional customer service. All employees must buy into your company culture. You need to help them understand the value of upholding your standards.

My Comment: Another great article on how important it is to service internal customers.  Many of the same tactics we use on our outside customers apply to taking care of the people we work with. They may seem like common sense, but unfortunately, they aren’t always as common as they should be.

5 Lessons All Departments Can Learn From the Customer Service Department by Blake Morgan

(Forbes) If you want security for your business go gaga over service. A service-oriented approach to business is the only choice for the future. Those who don’t recognize this will not be here to make mistakes in the future. Here are my five tips from support.

My Comment: I’ve always said that what is happening on the inside of an organization is being felt on the outside by the customer. The best companies know that and therefore focus on delivering the same level of customer service (if not even higher). Great article to show how other departments can become customer-focused.

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.