Top 5 Customer Service Articles For the Week of October 14, 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.

6 Tips for Taking Service Beyond ‘Customer Service Week’ by Mila D’Antonio

(1to1 Media) In an effort to encourage continuous improvement for companies’ service organizations beyond October 11, I’m making the following recommendations.

My Comment: Last week was National Customer Service Week. I believe it shouldn’t be a week but should be for the entire year, which is why I really like the title of this article: Six Tips for Taking Service Beyond Customer Service Week. The keyword is beyond – and the tips are pretty good, too!

A Simple, Science-Backed Way To Solve The Employee-Engagement Problem by Lydia Dishman

(Fast Company) Gamification guru and Bunchball founder Rajat Paharia has a data-backed approach to sparking even the least motivated staffer.

My Comment: I don’t know how many company leaders would enjoy having their business strategies compared to those of Walter White, the science teacher turned drug lord in Breaking Bad, but nonetheless, this is a very entertaining read.

Three Steps For Transforming Employees Into Brand Ambassadors by William Arruda

(Forbes) The best leaders realize that, despite conventional wisdom, strong brands aren’t built by the marketing department alone; every employee in every department has a role to play.

My Comment: If your own employees won’t evangelize your brand, how can you expect or hope for customers to evangelize your brand? This article on employees becoming brand ambassadors is important to any organization. Employees must be in alignment with the company’s goals, mission, vision and brand promise. In addition, they must be genuinely excited about the company they work for.

10 Things Your Customers Wish You Knew About Them by Help Scout

My Comment: This isn’t an article but a SlideShare post.  Help Scout gives us some great food for thought on what customers want us to know about them.  And you should share this with others on your team.

Does service make a difference? by Infinite Training

(Infinite Training) Does the quality of service you receive actually have a direct link to the time, loyalty and ultimately the money you spend with an organisation? Customer Service has always been an area of business that intrigues us, frustrates us and done properly can inspire us, but can it make profits?

My Comment: Does customer service make a difference? I HOPE SO! The comments in this article are proof.

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)