5 Top Customer Service Articles for the Week of December 2, 2019

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.

Top 10 Kudos of 2019: Shining Examples of Customer Service at Its Best by Patty Isnor

(Blue Ocean) As the holiday season unfolds, we wanted to share the amazing words of gratitude that flow every day from our clients’ customers to our agents. In this article, you will find the best customer service kudos of 2019 (so far!) with quotes directly from the mouths of customers we interact with.

My Comment: This is as much of an idea as it is an article. This company took the “Top Ten Kudos” it received from customers they interact with and shared it with not only employees but the entire world. A great way to motivate the people you work with as well as get customers excited about doing business with you!

Customer Service Déjà Vu [Infographic] by ServiceNow

(Forbes) 10 mind-blowing stats on why today’s customer service looks a lot like yesterday’s.

My Comment: I love good stats and facts, and this infographic shared in Forbes is exactly the kind of information that gets me excited. “Mind-blowing” is a pretty powerful phrase to describe most stats. Worst case, they will give you something to talk about, and for some of you reading, will make you want to take action.

How To Build A Customer-Centric Culture Through Employee Appreciation (10 Tips) by Stacy Sherman

(Thrive Global) It’s no secret that happy employees yield better business results. There’s a lot of research indicating customer satisfaction and loyalty rises when employees enjoy their jobs and workplace.

My Comment: The secret to having happy customers is having happy employees. This is a wonderful list of simple things you can do to create a customer-focused culture, and that starts with the way employees are treated. If you’ve been following my work, you know that one of my favorite sayings is, “What is happening on the inside of the organization is felt on the outside by the customer.”

The Top 10 Technology Trends In Retail: How Tech Will Transform Shopping In 2020 by Bernard Marr

(Forbes) Technology is changing the way every industry does business by helping to create efficiencies, save money, and provide better products and services. Retail businesses are also adopting technology to their advantage. Here are 10 of the top tech trends that will transform shopping.

My Comment: The focus of this article is on retail, but there are a few technology predictions that apply to almost any industry. Consider data, stock/inventory management, customer care and the Internet of Things (IoT). You’ll find some insightful thoughts that you may want to consider in the near future.

How Would You Rate Your Company’s Client Experience? 3 Tips For Success by Teresa Becker

(Business 2 Community) Client experience, otherwise known as CX, is something you will hear often as you determine how to design and implement your product solutions for your clients. A positive client experience is crucial for long-term (and even short-term) success. In simple terms, the client experience is the interaction a person has with an organization and/or their product or service.

My Comment: Want to help ensure your client’s success? Consider the three ideas in this article, which focus on training customers on how to best work with you and use your products, getting your customer’s feedback, and building a customer-focused culture. Three “basics” that are worth being reminded of (over and over).

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 www.TheCustomerFocus.com. Follow on Twitter: @Hyken