5 Top Customer Service Articles For the Week of March 21, 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.

CX expert predictions: 10 trends driving the future of customer experience by Kelvin Claveria

(Vision Critical) To keep up with the customer experience revolution, companies need to get a grasp of the shifts in the space. Here’s a look at trends that will shape the customer experience practice in the years ahead, according to CX influencers and experts.

My Comment: Another excellent article that showcases the latest trends in CX. Ten experts (a “who’s who” in the world of CX) share their predictions and trends. Great insights!

Customer Service 101: Three things you can do today to win over your customers by Steve Olenski

(Marketing Land) How do you maintain long-term customer relationships? Columnist Steve Olenski outlines his top three tips for improving your customer service.

My Comment: Sometimes we have to be reminded of the basics. Here are three that we can’t ever forget; value your customer’s time, respond quickly, and be genuinely nice. I told you they were basic but so VERY important!

The 7 Sins of Mediocrity by Josh Linkner

(Josh Linkner) Since ancient times, we’ve been fascinated with the seven deadly sins that lead people astray. Gluttony, greed, and lust (among others) have certainly been the downfall of many. But lurking in the shadows lie traps just as sinister. While less overtly treacherous, these sins befall most of us at various times in our lives. They may not bring us to the ground, but they lead us to the dark place of mediocrity. Instead of succumbing, we can rise above to the rarified air of champions. Let’s keep these seven foul sins at bay.

My Comment: Great post! Mediocrity is average at best. To put it into customer service terms (which is where I spend most of my time), it’s just satisfactory. Too many people – and companies – fall into the trap of being average, satisfactory or just… mediocre. The goal is to be better than average. And, just a little better than average is all it takes to break through beyond mediocrity.

4 Technology Trends Improving Customer Experience in 2016 by Donna Peeples

(CustomerThink) Here are 4 exciting CX technology trends that will play an increasingly important role for companies in 2016.

My Comment: Whenever I read articles on the latest and greatest trends in CX, I’m just amazed. Today we have so many amazing tools/technologies available to us, and the four trends mentioned in this article should be considered by just about every type of business. As businesses learn to use the tools that enhance the customer’s experience, and the customer learns how to take advantage of some of the technologies that companies offer to make their experience better, I can ‘t think of a more exciting time to be in business.

4 Reasons Why the Chief Customer Officer Will Not Make Your Business Customer Centric by Cvetilena Gocheva

(Customer Experience.io) Even though the number of companies adopting the Chief Customer Officer (CCO) position is growing worldwide, the profession is the most fragile in the C-suite, with an average tenure of 26 months. This is because companies rush too quickly into creating the position before removing the key barriers that ensure the success of the CCO. The stand-alone technique of appointing a CCO is insufficient when it comes to facilitating a customer experience transformation within the organization. 

My Comment: The C-Suite position of Chief Customer Officer is growing in popularity. This important article points out some of the obstacles that get in the way of the CCO’s success. Jeanne Bliss and Ingrid Lindberg share some important insights that need to be considered for a CCO to be successful.

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