Top 5 Customer Service Articles For the Week of February 9, 2015

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.

Philly Pizza Shop Goes Viral by Paying it Forward by Chris Malone

(Fidelum Partners) Mason Wartman set out to be a pizza-shop owner, not a philanthropist. But one customer’s spontaneous act of generosity inspired a change in the way Wartman does business.

My Comment: LOVE THIS! Want to know how a “Dollar a Slice” pizza restaurant can make a big difference in the community? Just read this story. Giving back and paying it forward should be built into a company’s culture. It doesn’t matter what kind of business you are in, anyone and any company can positively impact the community and those in need.

Customer Experience is the New Battleground for Winning Customer Loyalty by Larisa Bedgood

(B2Community) In the age of the empowered customer, you need your customers more than they need you. Consumers have more options than ever before and access to more products on more channels. Creating loyal brand advocates is no longer a matter of competing on price or product features. More so than ever before, customer experience is the new currency driving loyalty in 2015.

My Comment: This article is filled with great ideas and tips, but the most important part of the article are the stats and facts that make the case for why it’s important for any company to meet and exceed a customer’s expectations of customer service. Great information with proof!

My Comment: If you have ever been thinking about using the Net Promoter Score (NPS) as a way to measure your organization’s customer service and customer experience, you are going to love this article. And, if you already use NPS, you will also love this article. There are dozens of ideas and best practices here. A wealth of information.

5 Word of mouth marketing tips to get customers buzzing by Jason Dea

(Forewards) Are you struggling to find a way to give your online business or eCommerce store marketing a kick in the ol’ booty? Here’s an idea, why not put some extra focus on your word-of-mouth marketing efforts.

My Comment: There is no doubt that word-of-mouth marketing is one of (if not the most) powerful ways to build a brand. It’s good to see that delivering amazing customer service is at the top. If you don’t get that right, the chances of the other tips working greatly diminish.

2015 Customer Community & CRM Predictions from Analysts and Influencers by Patrick Groome

(Vanilla Forums) We’ve saved you some time by sifting through the chaff to present you with the most interesting and useful predictions from industry analysts about customer community, customer engagement and CRM.

My Comment: Wondering what trends are in store for customer experience? Then you’re going to love this article. Some CS and CX experts share insights into what we can expect for the rest of this year (and beyond).

Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. For information contact (314)692-2200 or www.hyken.com. For information on The Customer Focus™ customer service training programs go to www.thecustomerfocus.com. Follow on Twitter: @Hyken