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.
(MartTech Exec) “It’s tough to be in a customer-facing position these days. Any wrong move you make can be broadcast to the world in a click. But I think we should embrace the flip side and remember that every satisfied customer is also a building block to our success ” — Lana K. Moore, Executive Editor at MarTechExec
My Comment: Here is an article filled with a lot of great information and lots of examples from recognized brands that are relevant to all businesses (B2B and B2C). In addition, it includes a great infographic with the history of customer service, from walk-in service (before phones) to where we are today in the digital world.
Five Ways to Deliver Excellent Customer Service by Steven MacDonald
(SuperOffice) Here are five ways to stand out from the crowd and deliver excellent customer service.
My Comment: SuperOffice has been sharing some great content, and this article is no exception. Here are five ways to deliver a great service experience. For each one, they share an example. These “stories” have been around a while, and you may even recognize one or two of them, but they really make the point.
Time to Show Your Customers Some Love by Rhonda Abrams
(USA Today) It’s nearly Valentine’s Day — so it’s definitely time to show your small business customers some love.
My Comment: Valentine’s Day is later this week, so this jumped out as a perfect article to include in the weekly Top Five roundup. Here’s the question: “How do you attract and court that special someone — in this case, a potentially long-term loyal customer?” You don’t have to have a romantic relationship with your customer to show them “a little love.”
Three Innovations and a Challenge by Josh Linkner
(Josh Linkner) As the pace of innovation continues to accelerate, bold new creations will pave the way for breakthrough success while disrupting the laggards who cling to the past. We all see the obvious examples of innovators such as Apple, Netflix, and Uber. But I love finding and learning from those lesser-known stories of business artists who deploy their imagination to fuel progress.
My Comment: Josh Linkner, innovation guru, has a weekly blog. This past week he shared three really cool technologies that are being used to create better and unique customer experiences. The future is now!
(CMSWire) Most brands recognize that customer-listening programs add value to their overall experience. However, almost all struggle to move beyond the basics of satisfaction scores and net promoter scores (NPS).
My Comment: Asking customers for feedback is a waste of time unless you do something with that feedback. That is the focus of this article. As the author points out, “The key is to give new value to the voice of the customer.”
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 . Follow on Twitter: @Hyken