Top 5 Customer Service Articles For the Week of November 9, 2015

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 Winter

(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.

Let Empathy Toward Customers Guide You by David Myron

(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).

The 5 Ps of Customer Satisfaction by Rohit Srivastav

(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?)

My Comment: Most people think of customer satisfaction as how the customer is treated. In other words, customer service. Yet, as this article points out, customer satisfaction is about the entire experience. It’s about the way the product is delivered (the customer service), the product itself (Does it work, do what it’s supposed to do, etc.?) and more.

Customer Service Gets Social by pymnts

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.