Top 5 Customer Service Articles For the Week of April 25, 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.

Why a Negative Customer Experience Isn’t the End by Jillian Misner

(Contactually) Taking criticism and turning it on its head so you establish yourself as an understanding and reliable professional will actually strengthen your relationship. It may not sound easy, but with the right approach you won’t have to worry about a negative review or sour memory again. Take control of all types of business relationships by healing bruises most effectively.

My Comment: It’s not “if” your customer will ever criticize you or give you negative feedback. It’s “when.” And, then it’s what you do about it that counts. Here are some ideas on how to turn that negative feedback, as the author says, “on its head.”

Speed Read: How to Make Your Customers as Loyal as Your Dog by Noreen Seebacher   

(CMSWire) Customers are always loyal … unless they can get whatever it is you’re selling faster, cheaper or more conveniently. They may even give your competitor their business in exchange for intangibles like greater empathy or more smiles.

My Comment: This is a short and to-the-point article. Three quick tips on building customer loyalty. The title intrigued me. It’s said that a “dog is a man’s best friend.” Well, the customer could be the business’s best friend – if you treat them right.

7 Tips to Stay on Top of Social Media Customer Service by Paul Johns

(Jeff Bullas) Here’s a compilation of tips for navigating this relatively new but rapidly growing space.

My Comment: I just came back from the Social Media Marketing World conference where they devoted an entire track to social media customer service. It is more important than ever to have a social care strategy.  Here are seven tips to get you thinking about it.

The Chutes and Ladders of Customer Loyalty by Needle

(Needle) Building customer loyalty can be a game of Chutes and Ladders for marketers – especially for those in online retail. There are plenty of ladders and best practices to climb the board, but beware of pitfalls!

My Comment: This isn’t an article, but an infographic with some interesting stats and facts about customer loyalty and e-commerce. Even companies that don’t do much in the e-commerce world should find the information interesting. It’s always important to get insight into what customers (B2B and B2C) are thinking.

5 Proven Growth Strategies From CX Eperts by Cvetilena Gocheva

(CustomerExperience.io) CustomerExperience.io has collected five of the best practice tips from CX top leaders to help companies maximise on their customer experience investment.

My Comment: Five business experts weigh in with their tips on customer service and experience. Nothing fancy here. Just good common sense, that may not always be so common. Touchpoints, an effortless experience, delight, feedback and leadership; great reminders and suggestions on how customer service and experience can grow your business.

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