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. Revolutionizing Customer Service with the Internet of Things by […]
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.
(CRM magazine) The IoT is altering our technology landscape—and it will require a change in culture as well.
My Comment: This is part of what the future of customer service will look like. Technology will be able to do amazing things. And when you combine that with the human touch, you have a winning combination.
(I Want It Now) Disney is one of the largest companies in the world. Additionally, they are one of the ultimate customer service role models. Many lessons can be learned by understanding how Walt Disney approaches leadership, culture and the guest experience.
My Comment: I’m a huge Disney fan. A while back I wrote an article that included a number of Disney quotes and how they applied to customer service. The author of this article (Amy Clark) took a few of my favorite Disney quotes and put her spin on them.
(Forbes) The Platinum Rule is the yardstick that measures the three levels of relationship you can build into personally and professionally – the full range of relationships from ‘in’ to ‘indespesible’, with an ocean of difference between them.
My Comment: Now, this is a lofty goal, and a good one to go for. Deliver such an excellent customer service experience that your customers find you indispensable and irreplaceable. Really enjoyed this article!
(Twitter) Today we’re making it easier for brands to provide better customer service on Twitter. We’re publishing our new Twitter for Customer Service Playbook and announcing that Sprout Social is the first to use new data and functionality to create an improved and transformative customer service solution for brands. Additionally, Oracle intends to release their upgradable customer service solution in the near future.
My Comment: Another great article that proves that companies need to take advantage of Twitter. Your customers are! While still not quite as popular as phoning the customer support center, social customer service, specifically Twitter, is growing – and growing quickly.
(Retail Customer Experience) Customer experience is the new battleground and an important differentiator for brands. The customer experience doesn’t start and stop at your owned brand destinations (e.g., in-store, website, or mobile). It continues on social channels, where you have no control on what’s shared. Customers post reviews, contact brands directly on social, and broadcast issues in status updates.
My Comment: Ekaterina Walter is a brilliant businessperson. She gets customer service and understands how social and technology work toward giving the customer the best possible service experience. This article reminds us – and teaches us – about a few ideas we should all consider in our effort to create a stellar customer experience.
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