Top 5 Customer Service Articles For the Week of June 24, 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. 

The Definition of Employee Engagement by Sharlyn Lauby

(HR Bartender) We all know what employee engagement means, right? The term is tossed around like salad dressing. There are numerous articles and infographics on the subject. But if someone asked you to describe employee engagement in a single sentence, what would you say?

My Comment: Nice definition of employee engagement – short, simple and accurate.  And, a great video to support the definition.  Employee engagement starts with the hiring process; getting the right people.  Once you have good people, they must be aligned with your definition of success.  Once they create or experience that success, they should be recognized and appreciated.  That is what starts and continues the employee engagement process.

Your Brand Promise Can Create Or Destroy Customer Loyalty by Sree Hameed

(Forbes) I was frustrated; my colleagues under-appreciated the value of Marketing. They also had a point. So I stepped away from Marketing and into the operational world of Supply Chain to get a different perspective. I learned three valuable lessons that Marketing and Sales need to take to heart.

My Comment: While marketing people may run the marketing department, I believe everyone in a company impacts the marketing of the company.  The end result of marketing is the brand, which is a promise (hopefully kept) to the customer.  This article is an excellent short reminder of the importance that marketing and everyone else in the company plays in the customer service and loyalty strategy.

Research: Customer Service on Twitter Sees 63 Percent Increase in Brands Sending 50+ Tweets Per Day by Geeks News Desk

(Broadway World) As consumer demand for customer service on Twitter continues to grow, a study by simply Measured shows that top brands are responding by increasing their investment to serve more customers, and diversify how they provide support. Thirty-two percent of brands now have dedicated customer support handles, with a 63 percent increase quarter over quarter in the number of brands that send 50+ customer services tweets per day.

My Comment: Anywhere a company has a social media presence will allow more customers to interact with them.  That is why the companies who take advantage of multiple channels are getting more feedback, data and opportunities to engage and build better relationships with their customers.

6 Ways To Create A Culture Of Innovation by Soren Kaplan

(Fast Company) Reward employees with time to think, while providing them with the structure they need.

My Comment: A culture that promotes innovation based on the six tactics outlined in this article is a culture that fosters empowerment and better customer relations.  Innovation potentially impacts a company internally with better systems, products, etc., while it also impacts the customer with a better experience.  Companies with a formal program that encourages their employees to develop ideas to improve are typically better places to work – and better places to do business.

Make a Mediocre Experience Awesome: 3 Steps by Kevin Daum

(Inc) Good or great is acceptable for some, but consistently striving for awesome with this formula will prevent you from regretting your business or your life.

My Comment: Mediocre to awesome seems like a big jump, but I don’t think it is.  Sometimes moving to awesome is just being a little better than average – or mediocre.  It’s not that big of a gap. These three steps are great for increasing the customer’s experience.

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)