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. 15 Essential Customer Experience Articles and Resources by Jennifer […]
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.
(UserTesting) We’ve curated 15 of the top articles and resources to help keep you at the top of your CX game. Dig in and enjoy!
My Comment: I ran across this compilation of 15 customer experience articles. There is something here for just about anyone interested in CX. Everything from some basic information to some advance topics. Definitely worth a look.
(Destination CRM) An empathetic employee will listen to customers, understand their needs, and be motivated to provide them with the right solution
My Comment: It’s nice when a company gets is right. They have a good product and great service. What can make it better? Empathy. It can provide a deeper connection with the customer (both outside customers and internal customers).
(Business2Community) For all businesses big and small, it is of common knowledge that customer satisfaction is a necessary and determining factor for customer loyalty. I have condensed the factors that can make or break customer satisfaction for your business, under 5 Ps (Marketers love Ps, don’t they?)
Customer Service Gets Social by pymnts
(Pymnts) So, what are the new rules of delivering great customer service on social, and who is getting it right?
My Comment: This article reminds us of the importance of a social media customer service strategy. Our customers are making comments, good and bad, on different social media channels. While quick response is paramount when dealing with a problem or a complaint, plan to engage and interact with any comment. Have conversations with the online/social community.
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.
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