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. The Top 6 Innovations in Online Customer Experience by […]
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.
(Multichannel Merchant) I have outlined six of the top innovations in customer experience that can boost a company’s bottom line.
My Comment: Anybody with an online presence should read this article. The six ways to enhance the customer’s experience, while somewhat new today, are the standards that are going to be the norm.
(SlickText.com) When it comes to customer service and support, practice really does make perfect. Don’t be afraid to step outside your comfort zone, and give different problem-solving tactics a try.
My Comment: This is a great infographic that points out the phrases that some people say that upset customers. More important, it gives you the alternative phrase that works. This is not only worth the read, but also worth printing out for anyone that has a customer-facing position.
(Customer Think) Successful strategy is often about executing plans to develop differentiation between existing competitors.
My Comment: When Flavio Martin talks (or writes), I pay attention. Excellent article on customer experience management. One thing that many companies get wrong is the consistency between different channels of business. Online, in-store, on the phone; it should all be consistent. Anything less erodes the customer’s confidence.
(Business 2 Community) Here are six of the best ways to get the customer service resolution you want.
My Comment: Every once in a while I read an article that takes customer service from the customer’s point of view. There are times that it seems impossible to get a problem resolved. This article may have the answers to get you what you want. I especially like #4, which is about how to deal with the employee that says, “It’s our policy.”
(The CX Report) Here, he shares his perspective on why customer experience is the new competitive battlefront and why to succeed in the world of CX and business it helps to know how to play a little jazz.
My Comment: I love the guitar – and when an article combines my passion for customer service and/or CX with my passion for guitar, I pay attention. This article is an interview with Josh Linker, who is a super successful businessman and knows CX. Definitely worth the three minutes it will take to read the article.
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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