5 Top Customer Service Articles For the Week of January 9, 2017

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.

High-Performing Customer Service Teams Use Predictive Analytics by Vala Afshar

(Huffington Post) The reality of today’s business landscape is that customers are more connected than ever. Fifty-eight percent of consumers and 77% of business buyers say tech has significantly changed their expectations of how companies should interact with them.

My Comment: If you’ve been following this weekly roundup, then the name Vala Afshar is not unfamiliar. He’s one of the smartest people I know and this article is a perfect example of why that is true. Data and predictive analytics are playing a stronger role than ever in the customer service world. The best companies know what data helps them get the answers and info they need to help their customers.

Building Long Term Customer Loyalty in Disposable Times by Deborah Shane

(Small Business Trends) Building relationships takes time but growing and maintaining them long term takes perseverance, energy and purpose.

My Comment: Loyalty is about long term relationships. It starts with getting the customer to come back next time. This short article has a number of tips that will drive the “next time customer.” Handled properly, that customer will turn into a loyal, long term relationship.

3 Areas to Focus Your Customer Experience in 2017 by Adam Toporek

(Customers That Stick) To start off 2017, instead of looking at new technologies or predicting the next “big thing,” I thought it would be useful take a different tack — to help identify those areas in customer experience that tend to be overlooked, those areas where organizations can reap huge benefits from directing their focus but often do not.

My Comment: This short article by Adam Toporek has three simple, yet powerful, concepts that will help any company build a better CX that fosters repeat business and, ultimately, customer loyalty. Pay close attention to the third concept, which is to “Focus on Follow Up.” This is a step that is missed by many organizations.

45 Ways to Create Better Customer Experiences With Emotion by Michael Becker

(Jeff Bullas) Recent research by the Temkin Group showed that how a customer feels about an interaction with a company is the most powerful indicator – and driver – of customer loyalty.

My Comment: Michael Becker has compiled a nice group of tips, ideas, resources and more related to creating a better customer experience. There is definitely something here for everyone and every company.

2017 Customer Experience Resolutions by Lynn Hunsaker

(ClearAction) Let’s take a look at 5 ways to accelerate results that your customers and investors will both reward.

My Comment: One of the nice things about the beginning of the year is that many articles focus on what we need to be successful for the new year. Here is another list with some excellent customer experience “resolutions.” Lynn Hunsaker shares five concepts that every company should “resolve” to do. (Happy New Year!)

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.

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