Shep Hyken\'s Customer Service Blog

5 Top Customer Service Articles For the Week of May 28, 2018

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.

The Customer Journey Begins – and Sometimes Ends – With Your Employees by Katherine Evans 

(CMSWire) Today’s customers don’t just expect high quality and excellent service at a fair price — they demand it. Luckily, today we know far more about how to provide people with the experience they want. And it all begins with employees.

My Comment: Every year the stats from numerous reports remind us that a good customer experience starts with a good employee experience. There’s plenty of proof and ideas in this article that will help you realize that what’s happening on the inside of the organization is going to be felt on the outside by the customer.

Service with a Simile. by Bruce Turkel

(Bruce Turkel) Willy went on to talk to his folks about what they had all accomplished over the last year and where they were going in the future. He used the Ritz-Carlton story as just one interesting illustration of how an All About Them culture was an important part of Walker & Dunlop’s client service and its business.

My Comment: Bruce Turkel is a branding expert and writes a weekly informative and often entertaining (and sometimes edgy) blog post. In this article, he shares a Ritz-Carlton story, which as usual, is a model for how to deliver a memorable experience that gets talked about.

Is Your Social Media Customer Service Helping or Hurting Your Customer Experience? by Sue Duris

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 Follow on Twitter: @Hyken


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