5 Top Customer Service Articles For the Week of December 5, 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.

Beyond the Wow Factor: Why Customer Experience Management Is Not About Exceeding Expectations by Paul Greenberg & Thomas Wieberneit

(ZDNet) Thomas Wieberneit takes on customer experience management and the differences between delighting the customer all the time (not) and making sure things work for that customer (yes).

My Comment: This excellent article makes the argument that managing the customer’s experience may not always be about exceeding their expectations. The author shares some interesting ideas and uses some excellent examples to make his point. That said, given the opportunity to exceed the customer’s expectations, do it. It just may not need to be your main objective.

Customer Loyalty Still Requires A Personal Touch by Richard D’Ambrosio

(Travel Market Report) The lodging industry’s efforts to “own the customer” with direct deals are worrying some travel agents, who are concerned that special offers will shift their clients’ loyalties. But a recent panel of loyalty experts said it’s personal interaction and attention that ultimately win the hearts and minds of consumers.

My Comment: With all of the technology that is enhancing customer service and CX, a major driver of customer loyalty, we still can’t ignore the personal touch. This article reminds us of that and shares some ideas to consider when delivering that “more personal” interaction that will help get the customer to come back again (and again).

3 Vital Trends For Your Mobile Experience by Colin Shaw

(Beyond Philosophy) How much time did you spend on your mobile today? Are you reading this article on it right now? When you misplace it or forget it at home, be honest: Do you feel naked without your phone?

My Comment: The customers’ mobile phones are increasingly more important to business as they reach out for support and make purchases over their mobile devices. This is especially important in retail as mobile sales on Black Friday exceeded one billion dollars. Colin Shaw, the author of “The Intuitive Customer” shares three important trends to consider for your mobile strategy.

CMOs Can Take Responsibility For Customer Experience by Staff Writers

(Which-50) With organisations facing new pressure to attract and retain customers through excellent customer experience, a senior executive must step up and take primary responsibility for an organisation’s customer experience. That someone may be the CMO, according to a Constellation Research report, authored by principal analyst Natalie Petouhoff.

My Comment: It is said that customer service and customer experience (CX) are the new ways to market to the customer. Therefore, it makes sense that the Chief Marketing Officer (CMO) would oversee these important areas. The staff writers at Which-50 have put together a great article featuring some ideas from Dr. Natalie Petouhoff, Constellation Research report that make the case for the CMO to be more involved in CX.

40 Customer Retention Statistics You Need to Know by Chris Boeckelman

(GetFeedback) Here are 40 stats on customer retention that reinforce the growing need for customer experience management.

My Comment: Not only are there some great stats and facts around customer retention and customer service, but the author follows these stats with some specific “how-to’s” on how to reduce customer churn and boost retention.

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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