5 Top Customer Service Articles For the Week of May 25, 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.

Customer Experience: adding substance to style by Glenn Shoosmith

(Techworld) Since we’re now five months into 2015, it makes sense to share my third article on predictions — especially given that we’ll soon be able to tell how accurate they’ve been(!)

My Comment: While this article focuses on the B-2-C retail world, I think there is a lot that the B-2-B would can learn from this article. As I read this article I envisioned how all types of business in virtually any industry could use technology to enhance their customers’ experiences.

Looking Ahead to the Successful Customer Engagement Strategies of 2020 by James M. Loy

(Loyalty 360) Consider, for a moment, just how much has changed in the world of customer engagement and retail marketing in only a few years. This thought makes it equally daunting to consider how much will change in the next five years. As everything evolves at an accelerated pace, many brands are uncertain of how to progress. This is why getting a glimpse into the future of retail success would be such a valuable experience.

My Comment: Looking at the trends, we can ignore how the future of the customer experience will be changing. The companies that have embraced this change are winning. They are the companies we would expect to be the frontrunners: Zappos, Amazon, etc.  And, I love the concept of taking customer loyalty to customer affinity. Great concepts to think about.

How Customer Service Can Save Cable by Adam Toporek

(Customers That Stick) In the Temkin Group’s 2015 Experience Ratings Industry Snapshots, Internet Service Providers were ranked last out of 20 different industries. It’s no surprise; few people love their cable or phone provider, and among the least beloved is Comcast.

My Comment: Great article about the cable industry that any company can learn from. Cable TV, for example is an amazing product with hundreds of high-def channels that you can watch, record and more. But having an amazing product doesn’t guarantee customer delight. The industry’s reputation for customer service is far short of their amazing product. The best companies in any industry have a great product AND great customer service, and their customers love them for both.

Customer Experience And The ‘With Pleasure’ Principle by Blake Morgan

(Forbes)  We all know the difference between an experience where we are served “with pleasure” and an experience where we are served “without pleasure.” So why is there be so much variation from one customer experience to the next?

My Comment: It is “with pleasure” that I read this article. Great concept. A simple concept that makes it easy to understand the experience that your customer receives;  one with, or one without pleasure.

How Your Corporate Culture Affects The Customer Experience by Jeanne Landau

(B2Community) Here’s everything you need to know about why customer-centric culture matters, and where to begin.

My Comment: It is said that the customer defines your brand. We may want our customers to perceive us a certain way, but in the end, they have the final decision about how we are perceived. Culture is the same thing. We strive to create a customer-centric culture, but in the end, the customer decides if we are (or aren’t). I enjoyed this article and the ideas of why and how to create a customer-centric culture.

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