Shep Hyken\'s Customer Service Blog

5 Top Customer Service Articles For the Week of December 12, 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.

Is Your Digital Marketing Strategy Ready for an AI Intervention? by Tara Thomas

(Boomtrain) Artificial Intelligence, machine learning, and big data analytics have been around for a while in the B2B world. They help businesses take essential decisions and optimize their strategy and workflows, but how do you know if an artificial intelligence platform can help you build a more engaging, personal connection with customers – and improve your metrics?

My Comment: Personalization is becoming one of the best ways to deliver a better customer experience and artificial intelligence (AI) is playing a big role in helping companies deliver that better experience. This is an excellent article to get you thinking about how AI could potentially be a part of (if it is not already) your marketing strategy.

Creating Moments of Wow Predictions for 2017 and Beyond by TeleTech

(TeleTech) Memorable. Unique. Surprising. Positive. Enjoyable. These are just a few of the ways consumers describe interactions they consider to be “Moments o f Wow” with their favorite brands.

My Comment: Technically, this isn’t an article, but this SlideShare has great information about how to, as the title indicates, create “Moments of Wow.” You’ll find good information, some stats and facts and insights from some of the top customer service and experience experts in the industry.

20 Positive Phrases for Customer Service Success: Part 1 by Conversational

(Conversational) Read through the following 20 examples of positive phrases for customer service success. We bet you’ll notice how much smoother your customer service interactions go when you apply these words!

My Comment: If  you want to know what you can say to make your customers happy, read this article. This is the first half of 20 “power phrases” that all of your employees should be using for both customers and co-workers. Sure, they are common sense – but, unfortunately they are not always so common.

We Asked, Zappos Answered: Tracking Contact Center Metrics, Omni-Channel & Chatbots by Sharpen

(Sharpen) We went one-on-one with Zappos to get a sneak peek into the contact center famous for their customer service.

My Comment: My friends at Sharpen sent me an article that discusses some of the secret sauce behind the success of Zappos. They interviewed Jovahn Begeron and Rob Siefker about how Zappos runs their customer service. And the answers about how Zappos is using – or not using – some of the hot technology (such as chatbots) in the customer service industry is fascinating.

Social media ROI, loyalty and the customer experience by Chris Teso

(Retail Customer Experience) Retail executives have begun to question the role of social media marketing. While marketers know in their gut that social media is important as customers are clearly there and sharing, they often lack the return on investment to prove to executives why the investment is paying dividends.

My Comment: Many people/companies still question the ROI of a social media strategy. Really?!? This is how customers communicate with many of the businesses the choose to do business with. This short article will give those who haven’t embraced this form of communication a few reasons to do so.

Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. For information contact or For information on The Customer Focus™ customer service training programs go to Follow on Twitter: @Hyken



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