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Top 5 Customer Service Articles For the Week of July 18, 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. Pokémon Go Shows What Augmented Reality Can Do For Customer Experience by Mark Hillary (LinkedIn) […]

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.

Pokémon Go Shows What Augmented Reality Can Do For Customer Experience by Mark Hillary

(LinkedIn) The really interesting cultural phenomenon around Pokémon Go is that it has very quickly normalised AR. Instead of it being a difficult  concept, understood only by techies and app-creators, now it’s suddenly mainstream. Media channels all around the world are explaining to people young and old that this new game blends reality with game play.

My Comment: I have been fascinated by the popularity of Pokemon Go, the new augmented reality game that kids and adults are downloading onto their smartphones. The game integrates fantasy with reality and could be a game-changer in business. This article shows how customer experience and marketing can tie into a game. Read this article to find out how what we thought was in our future is happening today, as you read this article.

When Social Media Turns Customer Service Nays Into Yays by Katie Cooper

(Social Media Beast) Here’s the basics on how customers are taking to social media to talk about their brand experiences, and what they expect in return.

My Comment: Social media customer service is still a hot topic, and many people and clients I work with still aren’t on board. This article has some stats and facts, along with some examples, that will prove how effective and important this customer service channel can be.

Funny Customer Service Quotes to Prevent You From Delivering Bad Service by Olga Kolodynska 

(LiveChat) Read funny customer service quotes to find out why customers are like teeth and why not responding on Twitter is quite similar to hanging up the phone on customers.

My Comment: Want to smile today? Then read this article. Some very funny, but at the same time very serious, customer service quotes.

Customer Loyalty: Obligation or Happy Marriage? b Jeanette McMurtry

(Target Marketing) News Alert: Marriage today has reached an all-time high and all-time low. According to research referenced in a recent Time magazine article, married people describe marriage as “more satisfying or less satisfying” than any other generation ahead of our time, meaning the degree of happiness or the opposite is higher than ever.

My Comment: I’ve always felt that the relationship between a business and a customer is like a marriage. You court the customer to buy. Once they do, you continue to show respect and admiration as the relationship grows. You want a long-term, loyal relationship (sounds like a marriage to me). This article focuses on a couple of important ideas that can help any marriage – and any customer relationship.

Mobile Usage – Experience realtime growth of mobile usage data by Bart Platteeuw

(DealSunny) In an effort to put this all in to perspective we here at DealSunny have developed the first animated mobile statistics graphic. Instead of just publishing the numbers, it updates all of the key indicators in an awesome real time display – check it out!

My Comment: Finally, here is a very cool page that shows, in real-time, some mobile usage statistics. Customers and consumers are turning to their smartphones for many things other than using it as a phone. Take a moment to look at this. I thought it was fascinating, and I think you will, too!

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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