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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.

Customer Service Tips from the Worst Employer by Mary Nestor-Harper

(Beyond.com) Winning loyal customers is about building honest, respectful, trusting relationships. Why should it be different when the customers are your employees? Drawing from lessons from Dan Sullivan, a business coach, he lists four principles as key to delivering excellent internal customer service. Not surprisingly, they are basic things you’d expect from an employee. My Comment: This short article has some excellent ideas on treating your employees how you want your customers to be treated.  It really isn’t that difficult; show up on time, be polite, do what you say you will do and follow through.  Isn’t that how everyone (customers and employees) should be treated?

How Enterprise Leaders Like Bill Marriott Create Customer Loyalty by Robert Reiss

(Forbes) The quotes below reinforce that everything is about delivering for customers — and that starts with people focused organizations who use behind the scenes technology to make the customer experience seamless. My Comment: When three leaders of three great organizations share their wisdom, I listen – or read – what they have to say.  We can all learn a thing or two from this excellent article on creating customer loyalty.

Brands have been built on customer service: Jim Bush by Sudipto Dey

(Business Standard) Interview with executive vice-president (world service), American Express. When you move from customer servicing to customer engagement, you develop a value generating asset for the company, Bush tells Sudipto Dey. My Comment: When Jim Bush talks about customer service, we should take notice.  He has done amazing things at American Express, turning the company’s customer/member service reputation into one of the premier companies in the world.  Great interview and great insights from one of the customer service icons in the business world.

Secrets for Exemplary Customer Service by Debbie Laskey

(Debbie Laskey’s Blog) I reached out to my 20 favorite customer service experts on Twitter and asked them, “If you could share one secret for creating exemplary customer service, what would it be?” Here are their insights. My Comment: These 20 tips on creating exemplary customer service are… exemplary!  Honored to have a tip included in this list of some very notable customer service experts.  There is something here for everyone and every business.

What Zappos Taught Us About Creating The Ultimate Client Experience byBarry Glassman

(Forbes) Experience, they say, is the greatest teacher.  So when the Glassman Wealth Services’ team gathered to talk about how we could improve our own clients’ experience, I wanted them to have an excellent example fresh in their minds. My Comment: The idea in this article is brilliant.  Be it Zappos or another company recognized for great service, let your employees experience amazing service firsthand from a customer service and experience superstar.  Then debrief the experience, take what you learned, and implement into your own organization. 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. (Copyright ©MMXIII, Shep Hyken)

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