5 Top Customer Service Articles For the Week of December 7, 2020

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.

Five Customer-Service Lessons From the Late Tony Hsieh by Ann-Marie Alcántara

(Wall Street Journal) The former chief executive of Zappos, the online shoe retailer, had a unique approach toward customers.

My Comment: Tony Hseih was an iconic businessman who impacted the world of business. His life was cut short when he died in a fire last week. Our sincere condolences to his family and friends. Here are some lessons and reminders from the late and great business rock star.

The NOW of Work by Mitel

(Mitel) In this guide, we’ll explore the challenges and opportunities in the now of work, with advice from analysts and practitioners in the field.

My Comment: Our friends at Mitel have created a very cool ebook with a fantastic user experience. Titled “The NOW of Work,” the ebook focuses on what’s new in technology, employee communication and motivation, and more. Numerous experts were consulted. When you click on their images, their insights appear. Very cool!

Six Steps for Improving Customer Engagement and Loyalty by Genelle Kunst

(Chain Store Age) Establishing a loyalty program is a fundamental first step to improving customer loyalty. However, there are other key strategies that can help improve customer engagement and retention.

My Comment: Want to build repeat business and customer loyalty? This article should spark some ideas. Giving the customer a self-service experience, which goes beyond customer service/support, but is baked into the entire buying process, is a good place to start. These ideas focus on retail, but as I keep preaching, apply to just about any business and industry.

Top Retail Trends and Innovations That Drive Better CX by The CX Insights

(The CX Insights) Seven emerging trends in retailing will frame reactions for both the shorter and longer-term, induce resilience, and prepare consumers to thrive in the days after coronavirus.

My Comment: Even if you’re not in the retail industry, you’ll pick up a few ideas from this list of seven trends and innovations in this article. The first trend is about health and safety. That’s paramount for any business in any industry. Read the article and brainstorm how one or two (or all) of these apply to your business.

Building The Backbone of Your Business: Customer Service and Support by Andrew Madeira-Silva

(Bookmark) With the massive spike in online sales due to the pandemic this year, you can expect more site traffic than ever. So if you want your customers to leave your site with a smile, this is what you’re going to need to know.

My Comment: The backbone of almost any business is its customer service and support. Here’s a list that includes reminders and a few new ideas. For example, in the retail world returns should be as easy as the purchase. For all of us, a frequently asked question page (or two or three) will save the customer time, making for a better customer experience. And there are nine more!

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 www.TheCustomerFocus.com. Follow on Twitter: @Hyken