5 Top Customer Service Articles For The Week Of May 18, 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.

6 Ways You Can Deliver A Customer Experience Worthy Of Your Customer’s Dime by Shelly Dutton

(SAP) Here are six best practices top brands use to deliver the consistency customers crave and employees constantly seek.

My Comment: I like the concept here: a “coordinated” customer experience. This emphasizes that there is more than one group (typically customers service) that is focused on taking care of the customer. The impact of customer experience comes across many, if not all (and I’ll always argue it is all) of the different departments of the company. The ideas in this article are helpful for any organization that wants to pull together – or coordinate – the different groups responsible for the customer’s positive experience.

55% of Customers Can’t Remember Having a Successful Experience [Infographic] by Kimberlee Morrison

(Social Times) SDL surveyed nearly 3,000 customers in nine countries to find out more about their customer service experiences. 76 percent of survey participants say their worst customer service happened within the last two years. 55 percent couldn’t remember a single success.

My Comment: I enjoyed this article and infographic. Lots of stats and facts that emphasize the importance of creating that positive customer experience. First, it’s expected. Second, if the customer has the opposite of the good experience, they tend to remember that more than the good one. Or, maybe what you (the company) think is a good one isn’t quite good enough to be remembered. (Something to think about!)

5 Ways Customer Interaction Can Improve Your Business by Emily Hunter

(Zopim) Customers will call, customers will interact, and customers will even vent at you. But the truth is, each interaction (whether good or bad) provides information about how your company can do better. Here are 5 ways customer interaction can improve your business.

My Comment: Some might say the ideas in this article are obvious. Then, why aren’t more companies using them? (Rhetorical question!) Every company needs to be constantly striving to improve in all five of these areas.

Why Engagement is the Key to Turning Customers into Promoters by John Rampton

(Forbes) In today’s world of social networks, online engagement and transparency, the customer holds all the cards when it comes to how a brand is perceived. And businesses can thrive or fail based solely on the type of experience they provide to their customers.

My Comment: Strong article that recapped four important points that came out of the CX week sponsored by Qualtrics. A couple of the ideas in this article stand out. I love that Ed Markey of Bain and Company reminds of the concept of turning your employees into brand evangelists. Also, Bruce Temkin (a very smart dude) quotes Walt Disney who said, “Do what you do so well that they want to see it again and bring their friends.” Great advice for all businesses.

10 Laws of Customer Success #PulseConf2015 by Lori Alcala

(CMSWire) Whatever you think of the concept of customer success, this much is true: there are plenty of believers, as evidenced by attendance at this week’s Gainsight Pulse 2015 conference.

My Comment: David Letterman would be proud of this Top Ten list of customer success tips. Anyone – or any company – should be able to find at least one, if not ten, great ideas that can help create a better customer relationship.

Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. For information contact (314)692-2200 or www.hyken.com. For information on The Customer Focus™ customer service training programs go to www.thecustomerfocus.com. Follow on Twitter: @Hyken