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5 Top Customer Service Articles for the Week of April 6, 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. How to Wow Your Customers with Individualized Experiences – […]

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.

How to Wow Your Customers with Individualized Experiences – And Why It’s Harder Than It Looks by Jeff Lewndowski 

(Andrew Reise) One size rarely fits all. Obvious? Apparently not, judging by how often businesses have a customer experience (CX) strategy that forces everyone to use the same website, the same app, or the same IVR menu.

My Comment: In most situations, customers want an individualized or personalized experience, whether they know it or not. It can be as simple as remembering what a customer bought the last time, or something far more sophisticated. The four ideas in this article are worth considering when creating individualized experiences that will make customers want to return to do business with you.

Customer Service Has Its Day at Social Media Marketing World by Dan Gingiss

(Social Media Today) I’ve probably tweeted that a dozen times, and I think about it almost every day. But social media conferences – and the practitioners who attend them – have continued to be divided into two tribes as if they were playing Survivor: the Marketing tribe and the Customer Service tribe.

My Comment: Customer service is the new marketing! Dan Gingiss makes this point with a summary of some great speakers that recently presented at the Social Media Marketing World conference. Dan’s recap has some ideas that we should all consider in creating a better customer experience that gets customers (positively) talking about you, and more important, returning to do more business with you.

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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