5 Top Customer Service Articles for the Week of June 3, 2019

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.

10 Ways to Improve Your Customer Experience (CX) by Diana Kaemingk

(Qualtrics) If you’re ready to improve your customer experience, check out these 10 tips.

My Comment: If you’ve been following this weekly roundup, you know I’m a big fan of lists. Here’s a good “Top Ten” type of list to help you improve your customer experience. Some of these are common sense – but that doesn’t mean their all that common.

10 Steps To Achieve Greater Customer Success by Emily Marchant

(ProProfs) Read this article to learn the 10 steps that are a must in your customer success plan for ensuring greater customer success stories in your business.

My Comment: And, here’s another list – and another ten ideas – that will help you create a level of customer service and experience that will “ensure greater customer success stories” in your business.

5 Customer Experience Basics to Avoid a Customer Service Nightmare by Erin Ollila

(SmarterCX) In the vocal world of social media we live in, poor customer experiences can quickly turn into public customer service nightmares. Here are 5 customer experience basics to master in your organization.

My Comment: Another list! This time five customer service basics you must do to avoid, as the title implies, a customer service nightmare. One of my favorites on the list is number three, which is to “Honor Your Word.” I don’t think many companies lie to customers, but when something promised doesn’t happen for any reason, the customer may begin to lose trust and confidence in the company.

7 Must-Know Types of Customer Survey Questions with Tips and Examples by Delighted

(Delighted) In this post, we’ll break down the 7 types of survey questions and answer scales, and the pros and cons of each.

My Comment: This list focuses on different types of survey questions. Customers are getting survey fatigue. Too many questions – and too many surveys! So, the right types of questions can go a long way in getting your customers to share their feedback.

Why The Most Trusted Brands Will Also Be The Most Successful by Aarron Spinley

(Which-50) Who do you trust? More importantly, do your customers trust you? This year’s global Edelman Trust Index revealed a critical development in consumer sentiment around the world.

My Comment: Breaking away from this week’s theme of “lists,” here is an article about one of the most important concepts in business… trust! The old saying is that customers want to buy from people they know, like and trust. Trust inspires confidence with your customers. Confidence can lead to more business.

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.