5 Top Customer Service Articles For the Week of March 7, 2016

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.

3 Myths about Employee Recognition by John Boccuzzi, Jr

(LinkedIn) Obviously, Edible Arrangements® believes in the power of professional gratitude. For us, this belief is rooted in the reason we exist as a company and brand (to help others Celebrate What’s Good In Life™), but it’s also based on some truly compelling facts about the impact of employee appreciation. In honor of Employee Appreciation Day which will be celebrated this year on March 4th, I’m sharing three myths about employee recognition that might make you think differently about the importance of celebrating your team.

My Comment: This is a short article about employee recognition, which has a direct impact on the customer. I’ve been preaching that what happens on the inside of a company is felt on the outside by the customer. A recognized employee can become an engaged employee, which could lead to better engagement with customers.

The Ultimate Guide to Customer Retention by Shaun Buck and Emily Fisher

(The Newsletter Pro) Customer retention is one of the most critical challenges facing businesses today. From Fortune 500 companies to mom and pop storefronts, profits and profitability depend on the ability to create, and keep, customers for life.

My Comment: This is a great article on customer retention, service and loyalty. While it is a showcase of the work that The Newsletter Pro does for their clients, it’s filled with some valuable advice. Definitely worth a read.

An A to Z Customer Service Checklist from the Front Line by Doug Sandler

(Doug Sandler) Without customers, your business would go bust. What may not be as obvious, however, is what your customers are expecting when they walk in your “door.” Whether your business is online or big box, if you are not scoring an A+ grade for frontline service, it’s time to go back to school and learn the A to Z’s of frontline customer service.

My Article: This excellent article I filled with 26 common sense tips (that aren’t always so common) that anyone who interacts with a customer should know and understand. As simple as some of these are, they will make bug impact with your customers.

24 Data-Backed Reasons Why Great Customer Support is Your Most Important Marketing Strategy by Robbie Richards

(JitBit) In this post, we’re going to look at 26 statistics that explain why great customer support is now the most important marketing and growth strategy for any business.

My Comment: If this article doesn’t convince you of the importance of delivering good customer service and support, nothing will. And even if you don’t need convincing, it’s a great article that will remind you of the reasons why we focus on the customer. It’s filled with some of the classic stats and facts that make the case for why customer service doesn’t cost. It pays!

Overpromise by Josh Linkner

(Josh Linkner) We’ve heard it a hundred times. “Under-promise, and over-deliver.” It’s one of those truisms that appears indisputable, right up with “the customer is always right” and “the early bird gets the worm.” But as one who enjoys balking traditional approaches, I respectfully disagree.

My Comment: We’ve all heard the expression “under promise and over deliver.” This is a great way to exceed expectations. Taking this to the next level is to “overpromise.” This takes exceeding expectations to the next level, and it can set a company apart from its competition.

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.