Top 5 Customer Service Articles For the Week of September 29, 2014

TOP CUSTOMER SERVICE AND BUSINESS ARTICLES

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.

5 Ways Amazon Has Changed How Everyone Thinks About Customer Experience by Flavio Martins

(WinTheCustomer!) If you don’t like change, your going to like irrelevance even less. If you’re looking for an example of the customer experience revolution, Amazon has shown the way to innovate and dominate by putting the needs of customers first.

My Comment: Anytime someone writes about Amazon, I pay attention. There is so much that they have done right – and so much to learn from them. The five ideas shared in this article are all great, but I especially like the first one: Make what customers want to do simple.

Simple is not always easy, but it is so worth the effort. I’m sure it took a lot of effort to engineer the “one click” shopping experience. How much more simple can it be for the customer? Begs for the question: How simple are you to do business with?

What Is Awesome Customer Service? by Jeremy Watkin

(Communicate Better Blog) I am pleased announce that after looking at our company goals and all of the work we have done on this blog, we have arrived at a definition of AWESOME.

My Comment: Looking for a way to describe awesome customer service? The answer is in the five words/phrases in this excellent article: consistency, serve, meaningful connection, lasting connection and awe-inspired. Any company that can deliver on those five has my business. Doesn’t get much better than that.

26 things you need to know to exceed customer expectations by Doug Sandler

(Nice Guy Blog) As I think back to some amazing experiences that I have had as a customer, in addition to feedback I have gotten over the years from my own customers, I have compiled a list of thoughts and actions that are essential to providing exemplary customer service.

My Comment: I love a good list of customer service ideas. And, here are 26 of them! I’m sure that just about anybody reading this, from any type of business, can find two or three (or twenty or more) ideas to help take their customer service to the next level.

The Opportunity In A Customer Complaint by Sue Cockburn

(Business2Community) Handling customer complaints, for most of us, is a scary prospect. And yet by listening attentively and respectfully to the customer, and by doing our best to resolve the situation, the result can actually be a stronger relationship with the customer.

My Comment: Most customers don’t complain – at least to the company they are doing business with. Instead, the complain to their friends and colleagues, as well as through Facebook, Twitter, etc. So, when you customer complains, it is really an opportunity to show how good you are.

4 NON-NEGOTIABLE TRAITS OF CUSTOMER FOCUSED CEO’S by Michel Falcon

(Michel Falcon) Being focused on the customer requires certain traits to be organic and genuine. They are traits you must possess naturally.

My Comment: When it comes to customer service and experience, this is exactly what should be going through the minds of the leadership of the company. Outstanding article!

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.