Shep Hyken\'s Customer Service Blog

5 Top Customer Service Articles For the Week of November 6, 2017

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.

Your Customer Service Team Should Be in Every Strategy Meeting by Jaspar Weir

(Entrepreneur) Get the people who know what your customers want and need — your customer service team — more involved in company decisions.

My Comment: Here’s a great idea. Invite the customer service team to every strategy meeting. If your company wants to truly be focused on delivering an amazing customer experience, then the customer must be at the heart of every strategic decision that is made. And the only way to get real feedback on what’s happening between the company and its customers is to invite the people who have day-to-day contact with the customers.

Customer Experience Simplicity in Technology: How Quality & Design Impact the Bottom Line by Ricardo Saltz Gulko

(Eglobalis) We divided this article into two parts so that it would be easier (more simplistic!) to read. This is the first part. In this part, we will talk about simplicity more broadly: what is it, how does it impact the bottom line, why should you care, etc. In the second article, coming in about a week, we’ll discuss how to make your products, services simpler from a design and customer experience standpoint.

My Comment: Another great article from Ricardo Saltz Gulko, this time on the concept of “simplicity.” Simple is simple, but not necessarily easy. Creating a simple, friction-free experience for customers takes a lot of thought and effort. But, it’s worth it. The stats and facts in this article prove that customers pay more and will do more business with companies that make it easy for them.

Three Lessons From Superhero Team-Ups For Customer Service by Paul Selby

(A Customer Service Perspective) As a fan of this movie genre, I was thinking about how the typical plotline–powerful heroes overcoming challenges to join forces in order to take on a large threat–is a lot like how companies today must also recognize the need to come together in order to build a customer-centric culture and succeed in the marketplace.

My Comment: If you’re a superhero fan, then you will love this article. And, even if you’re not, there’s some great information here – three simple ideas to help take your customer service to the next level. Share this information at your next team meeting – and use some of the super-hero quotes. A fun way to share some important concepts.

Marketers Need to Stop Looking at Mobile as a Channel. It’s a Lifestyle by Will Kassoy

(Adweek) What do you think is the No. 1 digital priority among today’s brands? I’ll give you a hint: It’s not social marketing or Internet of things. It’s not content, video, cross-channel, data or even marketing automation. (You might be wondering, what’s left?)

My Comment: The focus of this article is on the customer experience (CX) and specifically the customer’s mobile experience. As this article points out so well, a customer’s mobile device is not about the phone. It’s about the ability to connect with the brand. It’s not just another channel. It’s becoming (and already is for some) the main channel. So, are your mobile strategies on par with the customer’s expectations? Consider a main point of the article: Smartphones are capable of hosting an entire customer journey, from discovery to purchase.

The Best CX Leaders ROCK at These 3 Things by  

(360Connext) Most leaders want to show customers they care, but many aren’t sure how to do that. It’s time to help our colleagues, employees and even our bosses understand! They need to see why customer experience isn’t just a catchy phrase.

My Comment: Here are three simple ideas that every CX leader must consider doing. Think of what your customers experience when they do business with you, constantly ask for feedback, and include everyone – not just the customer-facing employees – in CX education.

Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. For information contact or For information on The Customer Focus™ customer service training programs go to Follow on Twitter: @Hyken


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