5 Top Customer Service Articles For the Week of October 24, 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.

Increasing Sales With Personalized Marketing by Tyler Walton

(Clutch) In today’s “show me you know me” marketing world, it’s imperative that brands understand and engage their shoppers on a personal level with personalized marketing. Obviously, that’s easier said than done.

My Comment: If customer service is the new marketing, and personalization is the hottest strategy, then this article is a must-read. More than just an increase in sales, personalizing the customer’s experience will help create more customer loyalty.

How Nike Is Beating Brands Like Apple and Adidas at Twitter Customer Care by Christopher Heine

(AdWeek) We asked Rational Interaction to dig a little deeper for key, brand-specific revelations. Here are a few interesting takeaways from its seven-day study from midsummer.

My Comment: Social media customer service is a viable customer support option, and Twitter is one of the top social channels. So, why haven’t more companies embraced this concept. This article has some interesting stats and facts. Nike is a rock star in social care. Interesting how other brands are lagging.

Customer Service Lessons from the Pump by Jeremy Watkin

(FCR) Prior to moving to Oregon a little more than a year ago, I had a solid 21 years of pumping my own gas under my belt. On a side note, using some serious math skills you can probably figure out my age. While I never had a problem pumping my own gas, aside from losing a gas cap or two, it’s been interesting observing the process of having someone else pump my gas for me.

My Comment: What can companies interested in customer service learn from a gas station? Read this great article by Jeremy Watkin and find out. Sometimes great customer service is just common sense – that is not always so common.

7 Guaranteed Ways to Lose a Customer by Steve DiGioia

(Steve DiGioia) You failed them again.  Be honest – face the facts!  You worked hard for years to build a loyal customer base and now look at you.  Your customers are leaving in droves.  What happened?

My Comment: Most of the articles shared in this weekly roundup are about the right way to practice customer service and experience. This article is about what not to do. If you want to lose customers, then practice what this author tells you not to do.

3 Tools for Improving the Customer Experience in Government by William D. Eggers and Greg Pellegrino

(Government Technology) America’s most successful companies have learned a lot about keeping their customers happy. The public sector can join that revolution.

My Comment: Government and customer service/experience… Can these words be in the same sentence? Several years ago President Obama pitched that government agencies should start delivering better customer service. This article focuses on three ways that any business – and that includes the government – can bolster their customer service and experience efforts.

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