Top 5 Customer Service Articles for the Week of September 3, 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.

Companies Offering Convenience Are Taking Over The World by Shep Hyken

(LiveChat) I think that there is a revolution taking place in the world of business. I call it The Convenience Revolution, and I’ve written an entire book about it and how you can use convenience to take your customer service to the next level.

My Comment: After doing this “Top Five” for all these years, I realized none of my articles have ever been featured. Well, here’s the first (and maybe the last)… LiveChat featured one of my articles that focuses on how convenience is the competitive differentiator that will help your company disrupt your competition – and maybe even an entire industry!

Three Revenue-Generating Rules for Creating a Client-Centric Culture of Service by Carrie Hansen

(Wealth Management) Operations and service departments are frequently categorized as cost centers, but studies show that when delivered correctly, they can be drivers of revenue.

My Comment: Here are three powerful ideas – or as the author calls them, “rules” – on how to create a more customer-focused experience for your customers, clients, patients, guests, etc. You already know them, but are you doing them? Plus plenty of stats to support the “rules.”

5 Hospitality Phrases Guests Remember Most by Rupesh Patel

(SmartGuests) Learn the top 5 hospitality phrases you can say to build trust, engagement and bonds with your customers.

My Comment: Here are five “Keep Your Customer Coming Back” phrases that can be modified for just about any industry. Rupesh Patel has hotels and consults with other hotels (large and small), sharing great ideas to improve the bottom line. He lives and breathes hospitality and knows his “stuff.”

The Hottest Customer Service Around by Dina Dwyer Owens

(Dina’s Blog) Fix the Problem. Save the Customer.

My Comment: When it comes to customer service, here are some good words: Fix the problem, save the customer. Dina Dwyer shares how one of the franchisees of the Dwyer Group, Aire Serv, came to the rescue of a customer in need.

Chatbots Are Killing Customer Service. Here’s Why. by Christopher Elliott

(Forbes) The CGS study, part of its annual Global Consumer Customer Service Report, examined consumer preferences for customer service engagements, specifically chatbot usage. It found that despite today’s technology-dependent environment, many consumers still prefer human agents to chatbots for their customer service engagements.

My Comment: Are chatbots good or bad for customer service? The title of this article by consumer advocate Christopher Elliot caught my eye: “Chatbots are Killing Customer Service.” Well, maybe they’re not killing it, but they are definitely putting a little “hurt” to it. The stats and facts show that the many customers would still rather communicate with a human. My take… Give it time. Today, chatbots are great for simple customer service issues. Tomorrow (as in the next year or two), there will great strides.

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.