5 Top Customer Service Articles for the Week of May 4, 2015

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.

Customer Service Is the Heart of Marketing and Business (Infographic) by Lisa Teore

(The Customer Edge) Customers, now more than ever, had a loud megaphone and thus the power to immediately impact revenue, and in a big way.

My Comment: This article reminds us that there is a connection between customer service and marketing. And in some cases, they are one and the same. The line that stands out most for me is: “…with continually mounting competitive pressures, CEOs are focusing on the strategic value of customer service. They realize that goodwill is the only asset that cannot be undercut.”

Want to Know the Top CX Trends? [Infographic] by Lori Alcala

(CMSWire) A new customer experience trends report and infographic released by InMoment reveals that while customers do appreciate the personalized touches that brands create for them, they are much more interested in providing value back to the company.

My Comment: Some of the customer experience is common sense, which isn’t always so common. This article and infographic have some common sense ideas, backed up with a little data that supports some of the latest trends in CX.

What Game of Thrones Can Teach You About Customer Service Manuel Grenacher

(LinkedIn) When a company has spent time, money, and resources growing from a small fledgling business to a successful company, it’s certain they’ll run into obstacles along their journey.

My Comment: I’ve never watched the popular TV series “Game of Thrones,” but that doesn’t mean that I can’t learn from the customer service lessons shared in this entertaining article. If you are a fan of the show, I know you’ll love the ideas presented. If you’re like me who has never seen the show, suspend belief and just enjoy.

10 lessons every entrepreneur should learn about customer service by Sujan Patel

(GetApp) Someone once said that sales without customer service is like stuffing money into a pocket full of holes. I couldn’t agree more. From my own experience, I’ve been able to grow my company’s conversions by 250%, just by talking to my customers. Undoubtedly, understanding customer service can make you better at business. With that in mind, here are 10 customer service lessons every entrepreneur should learn.

My Comment: Another great article! Ten lessons in customer service for entrepreneurs. Why not big business as well. These are the basics of good customer service that should be practiced by everyone – in any size organization.

Here’s How to Gather Quality Customer Feedback by Mike Shoultz

(Digital Spark) Here are some useful thoughts from customer insight analysis we have found and use with our clients. They should provide useful stimulus for defining tactics with your customers.

My Comment: Love this article about gathering feedback. Sometimes we get bad info from our customers – or we misunderstand them. The opening quote by Henry Ford, which happens to be one of my favorites (“If I’d asked my customers what they wanted, they would have told me a faster horse.”) grabbed my attention. Then there is a list of insights worth considering. Great information here!

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.