Top 5 Customer Service Articles For Week of March 26, 2018

Each week I read a number of customer service and customer experience articles from various 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.

Southwest Airlines Had a Brilliant Reaction When a Passenger’s Wi-Fi Wouldn’t Work by Bill Murphy Jr.

(Inc.) This is a story about how kind, little things can go a long way. Doubly so when they’re unexpected.

My Comment: Let’s start this week’s Top Five with a great story featuring Southwest Airlines. You’ll love this story about how a member of the airline’s social media customer care team took care of a passenger during her flight. 

How Chewy Built a $3 Billion Business Based on Customer Experience by Mike DuPuy

(UJET) Stories about Chewy’s commitment to not just customer service, but the full customer experience are, at this point, legendary.

My Comment: And, here’s another story. This one is about Chewy’s, an online pet supply retailer that has, through delivering an amazing customer experience, built a $3 billion company. This is a typical story that represents their values and the commitment they have to their customers. 

10 Innovative Ways to Excite Your Customers by Deep Patel

(Entrepreneur) Excited and engaged customers bring in 23 percent more profits. However, with advancing technology and decreasing face-to-face encounters, companies are having to find new ways to get customers excited.

My Comment: I love a good list of actionable ideas – and this article delivers ten innovative ways to create a better customer experience – or as the author promises, ways to “excite” your customer. There is something here for every type of business.  

The Psychology of Customer Service: Science-Backed Tips to Increase Customer Satisfaction by Marwan Jamal

(All Business) Customer satisfaction matters and can make or break your business. I’ve compiled a list of eight best practices that will improve customer satisfaction.

My Comment: Here’s another list (I told you I loved lists) with some great ideas on how to increase satisfaction. I love the examples the author shares with each idea, especially the Sam Walton example in tip number one. 

When Customer Service Enters the Home by Melissa Thompson

(CustomerThink) Here are some guidelines to follow if you’re a technician or service provider who makes house calls.

My Comment: And, we close out this week’s Top Five with another list. This one is focused on the customer service “to do’s” for service techs who enter the home, like a plumber or cable TV tech. While your business may not do field support, the list should spark some ideas on the right way to treat your customers.    

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.