Top 5 Customer Service Articles For the Week of April 1, 2013

Top Customer Service and Business Articles

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.

Meaningful work: The key to employee engagement by Meredith Wells-Lepley PhD

(Business Lexington) People have strong motivation to seek meaning in their work. Employees want to feel worthwhile, useful, valuable and as though they make a difference. According to researchers at Boston University and George Washington University, meaningfulness is influenced by several factors.

My Comment: The listed benefits to an engaged workforce are spot on.  More importantly, the list of factors and tactics that can help create an engaged workforce will work for just about any organization.  Great article to study if you want a more productive workforce, a more profitable company, lower employee turnover and more.  (And, who wouldn’t?)

Infographic: What is Bad Customer Service Costing Your Business? by Gregory Ciotti

(Help Scout) While some companies see customer service as nothing more than a necessary expense, the data shows that providing great service is as rewarding for customers as it is for your bottom line.

My Comment: This infographic has great information that makes the case that it just makes good sense to provide a great customer service experience.  That sounds like common sense, but unfortunately, it’s not always so common.

How well do you anticipate your customers’ needs? by Rebecca Morgan, CSP, CMC

(Grow Your Key Talent) One of the hallmarks of a great customer service rep is someone who knows his/her customers so well, s/he can understand what the customer may need, often before the customer does. This is not an easily taught skill. I learned some of what it took from various jobs.

My Comment: I ran across this article and it had two great customer service examples/lessons.  The anticipation of your customers’ needs allows you to deliver “proactive service,” which is giving the customers what they want before they even ask for it – or even know they want it.  The other lesson is the customer service add-on.  It is a disservice to not offer the customer something that will enhance their experience.  This isn’t an up-sell, it’s an upgrade!

Your Brand: What Customers Say Behind Your Back by Patricia Fletcher

(Inc.) Think of your brand as what customers say behind your back, and the way you manage your company could change dramatically.

My Comment: Love the quote in this article from Vala Afshar: “Your brand is what people say about you when you leave the room.”  This article shares several key concepts to building the brand and creating customer evangelism.  Deliver great customer service and keep your promise to the customer and you will never have to worry about what the customer says when you’re not around.

How customer loyalty is your ultimate competitive advantage by Heinz Marketing

(Heinz Marketing) It’s not a secret that loyal customers are good for an organization or brand.  You don’t see too many executives saying they don’t want more of them.  But what’s interesting to me is how few companies truly acknowledge, take care of and leverage those loyal customers in a way that measurably accelerates market share and recurring revenue while mitigating competitive risk and reducing sales & marketing costs.

My Comment: There is a big difference between satisfied customers and loyal customers. Satisfied customers may or may not come back.  Loyal customers are emotionally tied to the company because of the positive and inclusive way they are treated.  Focus on the ideas in the article and you’ll be on the way to creating loyalty.  Focus on the ideas in the article and you’ll be on the way to creating loyalty.

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.

(Copyright ©MMXIII, Shep Hyken)