5 Top Customer Service Articles For the Week of January 25, 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.

Blended Retail Will Drive Beyond Showrooming by Dan Bachrach

(Greg Verdino) Showrooming customers want a convenient experience that includes digital resources such as coupons, check-ins, online price comparisons, and a wide range of transparent product information.

My Comment: I enjoyed this article. Showrooming is when a customer goes into a store, looks at merchandise and then goes and makes the purchase with an online retailer. Well, it doesn’t matter if it is B2C or B2B, some form of showrooming is taking place. Customers are researching and then surprising the places they do business with by purchasing elsewhere. The goal is to get out of the commodity trap and prove value. That may be how you create the purchasing experience. Blending onsite sales with websites and alternative or multiple options to purchase is a good start.

13 Ways To Calculate The True Cost of Customer Service by Jeff Toister

(Jeff Toister) Here are 13 ways you can calculate the true cost of customer service.

My Comment: Customer service doesn’t cost. It pays. Unless it’s bad customer service. Great article about the cost behind customer service.

Five Top Tips for Providing 5-star Service by Doug Sandler

(Nice Guy) Regardless of whether you provide a product or a service the customer experience can be affected in many ways.  The habits that you create today will have a lasting impression on the customer journey as they come in contact with your brand, dozens or even hundreds of times. Here are five top tips for providing 5-star service.

My Comment: This short but excellent article has five great reminders of what just about any company in any industry can do to take their customer service to the Five Star level!

Emerging Trends in Customer Experience for 2016 by Laura Manes, Amye Parker

(Chain Store Age) Here are ways retailers will take their customer experience to the next level.

My Comment: These trends are great reminders for what it will take to deliver an amazing customer experience. While retail is the focus, a trend like “personalization” applies to every business. These are what our customers want and what all businesses need to consider for their customer experience strategy.

How To Leave A Lasting First Impression On Your New Customers by Len Markidan

(Groove) Your customers’ first experience with you can determine whether they become loyal customers or fast churners.

My Comment: Excellent article on the  customer’s “First Impression.” It’s one of the most important “Moments of Truth” that a customer will have. It sets the tone for what’s to follow. It is the first step toward getting the customer to want to come back the next time, which is the beginning of a long and potentially loyal relationship.

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