Top 5 Customer Service Articles For the Week of October 6, 2014

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.

The 10 New Rules for Customer Service by John Boitnott 

(Inc.) If you’re hitting your customers hard with sales pitches, not responding to them on social media, and ignoring their feedback, you’re going down a path that will surely inhibit future success.

My Comment: It doesn’t matter if these “rules” are considered new or old. The bottom line is that they are good rules. Several stand out, such as number two: Respect People’s Time. And #5: Be an Educator. While all ten of these “rules” may not apply to every business, many will and are worth considering.

Zappos Service is for Zappos, not You by Adam Ramshaw

(Genroe) Immortalised in books and customer service meetings these stories are legendary but should you be trying for this level of service?

My Comment: Not many companies, if any, can duplicate what Zappos has done in the world of customer service. Zappos is an amazing customer service role model, and they do a fine job of teaching us their methods and philosophies, which have been shared in numerous articles and books. But, that doesn’t mean we should try and copy them. No, we should learn from them, and adapt, not copy, what might work.

The Customer Experience Is Key: In Every Channel And At Every Interaction by Jan Vels Jensen 

(Marketing Land) Hard-sell advertising messages don’t cut it in today’s multi-channel, multi-media messaging universe. Instead, meet your customers where they live.

My Comment: I recently heard a great line that I hadn’t heard in a long time. I was with a group talking about customer service success. Someone asked one of the very successful sales people to share her secret. She said, “It’s not one thing that I do well. It’s a thousand little things.” Maybe it’s not really a thousand, but the point is that it is many little things – details – that shape the customer experience. I love the list that is included in this article. I’m sure there are a number of those “little things” that can enhance the customer experience for just about anyone and any company.

Little Things Count When Establishing Customer Relationships by Mike Schoultz

(Digital Spark Marketing) What do you feel is the most important factor in establishing customer relationships? How you make customers feel is the most important factor …hands down in our opinion. Like making new friends. It is becoming the most important element of social commerce.

My Comment: It always surprises me when companies make better offers to new customers than to their existing, long-term customers. Is that any way to reward your loyal customers? And some companies confuse loyalty programs with marketing programs. Focus on the customer and the money follows. Focus on the money and you have a marketing program, not a loyalty program.

Do You Have the Constitution to Avoid the Three Biggest Mistakes in Customer Experience? by Stan Phelps

(Forbes) Customer Experience is a buzzword and for good reason. CX leaders outpace industry laggards by a significant margin. Senior leaders understand retention and loyalty are key success factors in the success of their organization. Yet, most organizations make three big mistakes in customer experience.

My Comment: I love the idea of a Customer Experience Constitution. The key is that it is used throughout an entire company and that it’s part of the culture. The Ritz-Carlton is mentioned in the article and is a role model for amazing customer service. They have their Credo, which is, “We are ladies and gentlemen serving ladies and gentlemen.” It’s what they live for. If customer experience is important to your organization (and I know it is), then the constitution should be a great discussion topic for leadership to consider.

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.