5 Top Customer Service Articles For the Week of January 18, 2016

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.

Using Service as a Competitive Advantage: 5 Ways to Help Customers Love You by Shuly Oletzky

(Huffington Post) There’s a big issue when it comes to customer service — many companies simply don’t provide it, and this is great news for those who do.

My Comment: Who doesn’t want their customers to love them? Here are some great tips on how to deliver the service that your customers will love.

Customer service best practices: Making social media a two-way conversation by Stephanie Walden

(Mashable) When it comes to your business’ customer service strategy, social media can simultaneously be your brand’s most valuable ally and its most intimidating nemesis.

My Comment: Outstanding article with some excellent tips on social customer service. I especially like number six, differentiating customer service and crisis management. And number two is a great reminder to answer social complaints or questions in a timely manner. (On average, the customer expects – or maybe a better word is hopes – the request, question or complaint will be answered in under an hour.)

The Customer Isn’t Always Right – Here’s Why by Vivek Patel

(Startup Grind) While the phrase was coined in the retail sector, if you’re in business today you must have heard the phrase, “the customer is always right.” Coined by Harry Gordon Selfridge in 1909, the popular phrase was used as a slogan by Selfridge’s London department store, giving customer satisfaction the highest priority. Over 100 years later, businesses are still using this motto to convince customers they are receiving the best possible value for their money.

My Comment: Love this article! I’ve always believed that the customer is NOT always right. But, they are always the customer. So, let them be wrong with dignity and respect. Unless it’s not about them being wrong, and it’s about them exhibiting the wrong behaviors, such as being extremely rude or abusive. That’s when you have to decide if that customer is worth keeping. And if you “fire” your customer, always try and keep the door open. Some customers will regret their behavior and want to come back. It always makes good sense to end a relationship the best way you can.

My Predictions For Customer Experience in 2016 by Vit Horky

(Brand Embassy) To help us — the dreamers, the thinkers, the doers and the innovators— through The Year of the Emotional Customer, here are my four predictions for customer experience in 2016 and how Brand Embassy is helping make this a reality.

My Comment: What’s going to be important to your Customer Experience strategy in 2016? Read this article to find out. My favorite of the four predictions is number one, which focuses on the emotional side of the experience.

5 Social Customer Service Resolutions for 2016 by Infinit Contact

(Infinit Contact) Whether you already have a plan in place or just starting to draw up a list of resolutions, here are a few social customer service areas to focus on.

My Comment: I’m surprised more companies haven’t put a social media customer service strategy to work for them. If you have, then you’ll get some great reminders. If you haven’t, this will give you some food for thought. In short, this is a great article with some excellent reminders and tips on how to deliver better social media customer service.

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.