Top 5 Customer Service Articles For the Week of April 12, 2021

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.

Overpromise by Josh Linkner

(Josh Linkner) Put yourself out there in a big, bold, defiant way. Reach for the solutions for which you lack full confidence you can deliver with little effort, but that will delight your customers or colleagues if you reach.

My comment: I’ve written about the concept of UPOD, which is “Under Promise and Over Deliver.” It’s a great concept as long as the “under promise” part is not such a low bar that the customer is unimpressed. Then there is the concept of “Over Promise and Over Deliver.” My friend Josh Linkner, who has a new book coming out next month titled Big Little Breakthroughs, takes an innovative look at this concept. When you read it, consider how little breakthroughs can enhance the customer experience.

How to Use CX as a Competitive Advantage During Retail Disruption by Russell Haswell

(CMSWire) Digital has become the epicenter of activity and the disruption is leading to an unprecedented opportunity to use customer experience as a competitive advantage.

My comment: I was intrigued with this article, which lists five ways to use customer experience to a competitive advantage, because of the first tip: All customers are new customers. Interesting idea. Consider that COVID has forced many of us to change the way we do business. So it stands to reason that the experience, for even our most loyal customers, may have changed. Even though this is retail-focused, these ideas should prove thought-provoking for any type of business.

At Least Grumpy Old Guys Know What Great Customer Service Is by Steve DiGioia

(Steve DiGioia) We should immediately stop accepting anything less than the best. Demand it in ourselves and of the employees we work with or supervise.

My comment: In my upcoming Achieving Customer Amazement survey I ask the question, “Do you older people provide better customer service than young people, or vice-versa?” We’ll have to wait for the survey results to come back, but in the meantime, here’s an article that argues that the older generation, specifically “Grumpy Old Men” (as in the movie starring Walter Matthau and Jack Lemmon), may have the edge.

5 Ways to Enhance Customer Experience at a Small Business by Daria Brown

(SWAAY) Here are a few low-overhead ways to enhance customer experience.

My comment: Just because the title has “Small Business” in it, doesn’t mean that the largest businesses can’t take advantage of these five tips. I doubt you’ll disagree with anything here. You may call it common sense. Still, it’s a good reminder of some basics that will drive repeat business.

11 Effective Ways to Turn Your Customers Into Loyal Product Advocates by Rolling Stone Culture Council

(Rolling Stone) 11 members of Rolling Stone Culture Council explain a few strategies that have helped them create true product advocates and why they’ve been so effective for their businesses.

My comment: Rolling Stone (Yes, that Rolling Stone – now online) has the Rolling Stone Culture Council, and eleven of their council members have shared their best customer loyalty tips. You’ll find plenty of thoughts from a variety of businesses and industries including cannabis, billboard marketing companies, the movie industry, and more.

Shep Hyken is a customer service expert, professional speaker, and New York Times bestselling business author. For information on The Customer Focus™ customer service training programs go to www.TheCustomerFocus.com. Follow on Twitter: @Hyken