Top 5 Customer Service Articles for the Week of May 26, 2014

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.

A Decade Later, Revisiting Kelleher’s Classic ’14 Ways to Be a Leader’ by Dave Wenger

(McComb Today) Ten years later, since retired from his leadership role at Southwest, Kelleher remains an astute and beloved commentator on life, business, and the principles of success. As commencement approaches for 2014, we’re pleased to present “Fourteen Ways to Be a Leader, Centennial Edition” with one modification (point No. 4), suggested by Kelleher in retrospect.

My Comment: When Herb Kelleher speaks, we should all listen.  Be it today or ten years ago – or when Mr. Kelleher first started Southwest Airlines, his thoughts are a foundation for leadership success.  His leadership philosophy is very employee and customer-focused, which is one of his “secrets” of success.  Even though I’ve read this before, it is worth reading again (and again).

Customer Service as a Differentiator: The “My Pleasure” Principle by Tricia Morris

(Parature) In customer service, words, when used consistently, can define your customer service delivery. They can also define your brand.

My Comment: Perhaps Chick-fil-A is to the quick-serve/fast food industry as Southwest Airlines is to the airline industry.  We can learn a lot from both companies.  I’m always impressed with Chick-fil-A’s amazing service and the consistency from one store/restaurant to the next.  Thank you, Tricia Morris and Parature for posting this article.  It was “my pleasure” to read it!

3 Tips to Make Your Customer Service NOT Suck! by Scott Span

(B2Community) However – not all businesses excel at great customer service. So what are some reasons why customer service sucks?

My Comment: Communication, competency and responsiveness… These are three key ingredients to delivering, as the author says, a customer service that “doesn’t suck.” While these three may not get you all the way to amazing customer service, they are a pretty darn good start.

Is your business customer-centric enough? by Douglas Ackerman

(Bdaily) Satisfied, loyal customers provide repeat business, recommend you to their friends, and improve the reputation of your company. With this in mind, is your business doing everything possible to focus on customers?

My Comment: Can a company be too customer-centric?  I don’t think so.  The best companies put the customer first and decisions are made based on the impact to the customer.  This excellent article discusses some of the roots of what it takes to be a customer-centric company.  And it all starts with the leadership.  The must define the culture and then demonstrate it to the rest of the company – and the customers.

10 steps towards more human marketing by Customericare

(Slideshare) It looks like lots of companies have lost touch with the “human” side of marketing. They invest more and more into marketing automation and less into human interactions. This is a 10 steps guide to make your online marketing a little more human.

My Comment: There is a blurry line between marketing and customer experience.  When you get to the “human” side of marketing, it is all about creating a culture that delivers an experience that makes customers want to come back and talk about you to their friends, family members and colleagues.  If that’s not marketing, I don’t know what is.   I love this SlideShare, as it has many tips that are well worth consideration of any organization.  

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.

(Copyright ©MMXIV, Shep Hyken)