5 Top Customer Service Articles For the Week of January 27, 2014


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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 Mature Is Your CX? by Derek Lewis

(The Eptica Customer Experience Blog) As companies move beyond the basics of customer service, and consumers demand more, make 2014 the year you move forward with improving your Customer Experience.

My Comment: The four phases that companies go through to achieve a higher level of customer experience in this article are spot on. For those companies that are already good, and just want to get better, think of the first phase (repair) as an opportunity to adjust.  Great info!

“I Have a Dream”: The Power of a Vision for your Organization by BruceJones

(Disney Institute) “I have a dream” remain four of the most recognized and powerful words to this day. Why has this phrase stood out for so many years?

My Comment: Following on MLK day, this is a great reminder that a company must have a dream – also known as a vision.  But even more important is to make sure all employees know it and are willing to live it.  That’s alignment.  That’s what the best companies do.  They communicate their dream/vision to the point that all employees know it, believe it and deliver it.

If great customer service is your competitive differentiator then you’d better be ready to go above and beyond by Mitchell Osak

(Financial Post) Creating great customer experiences — what leaders like Disney, Zappos and Nordstrom do on a consistent basis — is one of the few areas left for companies to differentiate and generate good margins. Making it happen, however, is easier said than done; fundamentally, it is a people issue.  How do you get employees to go beyond the call of duty to regularly exceed customer expectations? By empowering them to develop emotional connections with each customer.

My Comment: The title of this article says it all.  You know that customer service is a differentiator.  So, are you prepared, ready and able to deliver it?  Great article with tips to remind us the basics in delivering a customer service experience that will turn satisfied customers into customer evangelists.

Set your business apart with personalized customer service by Melissa Zavala

(The American Genius) As business people, we continuously need to be reinventing ourselves, refreshing our image, our marketing techniques, and our product in order to address the changing needs of the consumer.

My Comment: One of the strongest customer service strategies/tactics is to make it personal.  It can be as simple as using a customer’s name.  Even an automated email that confirms a person’s order can help personalize the experience.  It’s the personal touch that people remember.  Here are some reminders that just about any business can use to personalize their service.

10 Things Customer Service Needs to Know About Customers [INFOGRAPHIC] by Flavio Martins

(WinTheCustomer!) The easiest way to make sure that you deliver exceptional customer service is to know exactly what your customers want.

My Comment: Some companies think they know what their customers want.  Others actually know.  In this article/infographic you will find some great reminders, ideas and tweaks you can make to enhance your service.  And, most of these work for the internal customer too!

Republished with author's permission from original post.

Shep Hyken
Shep Hyken, CSP, CPAE is the Chief Amazement Officer of Shepard Presentations. As a customer service speaker and expert, Shep works with companies who want to build loyal relationships with their customers and employees. He is a hall of fame speaker (National Speakers Association) and a New York Times and Wall Street Journal best-selling author.


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