Top 5 Customer Service Articles For the Week of September 24, 2012

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.

Mobile & Social Shopping by Alex Gutow

(Truaxis) Thanks to new innovations in mobile and social apps, the way consumers shop is forever changed. Whether it’s to compare prices, read reviews, get coupons or even make the purchase, these apps have had a huge impact on consumer shopping habits. Check out some of the latest trends in mobile and social shopping and make sure your business is taking advantage of these technologies.

My Comment: Even though this isn’t an article, the information on this infographic is a terrific example of why we should embrace social media and mobile platforms.  While most of the information and statistics focus on B-2-C, there is much any company, including B-2-B companies, can learn.

When a Client Relationship May Be at Risk: 3 Red Flags by Paul Spiegelman

(Inc) Here’s how to be vigilant and make sure your customers stay your customers–for good.

My Comment: For the B-2-B followers of this blog, here is a great article for you.  A simple list of three “red flags” that indicate that your clients or customers may not be happy.  These are warning signs that cannot be ignored.

Voice of the Customer Programs Don’t Deliver Enough Value by Adele Sage

(1to1 media) Many of the conversations I have with clients about voice of the customer programs center on ways the programs can improve and best practices they can adopt. What I think is really underlying these discussions, though, is the question, “How does my program compare to all the others that are out there?” Or, more succinctly, “How am I doing?”

My Comment: Voice of the Customer programs can be very beneficial in improving the customer’s experience. One of the reasons companies don’t take full advantage of the data and feedback they receive is because they don’t know which data/feedback to take advantage of. This article has some great thoughts on how to connect the dots from the Voice of the Customer program and revenue.

One factor no startup can afford to overlook: Customer service by George Deeb

(Crain’s) This may sound pretty obvious, but don’t take your customers for granted. They are your lifeline, especially for a startup, and you need them to serve as good references and to spread positive word of mouth. Here are a few lessons that I learned back when I was running iExplore: How offering premium levels of customer service helped to build long-term customer loyalty and drive repeat sales and word of mouth for our business.

My Comment: It doesn’t matter if you are a start-up business or a mature business, the tips in this article are appropriate for any age (and size) business.  They’re basic but so important!

Nordstrom’s Big Secret Revealed by Jordan Speer

(Apparel magazine) “Now here I am, so I guess I have to tell you all of our company secrets.” So here it is, Nordstrom’s big secret [Drum roll, please]: “Improve customer service.” There you have it, folks. And why is that Nordstrom’s master plan?

My Comment: In this great article by Jordan Speer, editor-in-chief of Apparel, Jamie Nordstrom, great-grandson of John Nordstrom, the founder of one of the legendary department store chains of the same name, reveals the “secrets” to the company’s success.  It’s simple:  Improve Customer Service. Don’t just deliver it.  Constantly improve it. This a great message from a great company. And if you take the time to read this article, you’ll pick up on a few more of Nordstrom’s secrets.

Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com. Connect with Shep on LinkedIn.

(Copyright ©MMXII, Shep Hyken)