5 Top Customer Service Articles For the Week of December 31, 2012

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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.

13 Big Ideas for 2013 by Mark Sanborn

(Mark Sanborn) It’s also a good time to look at the landscape ahead and see how you can make things better. With that in mind, here’s a list – not a year ender, but a year starter – of 13 Big Ideas that can positively shape our lives and businesses in 2013.

My Comment: It’s not all about customer service, but this article by business guru Mark Sanborn is definitely worth a read.

STELLAService Study: Black Friday, Cyber Monday Performance Shows Opportunity For Retailers To Stand Apart

(STELLAService) A STELLAService evaluation of customer service performance over the busy stretch of Black Friday through Cyber Monday reveals some insights into how retailers prioritize their service efforts.

My Comment: Do you respond to every email? How long do your customers hold waiting for a customer service representative? STELLAService has done us a favor by sharing the response times of some of great customer-focused companies. Use these numbers as benchmarks to help you provide better service to your customers.

“The Beatles Top 10 Revolution Customer Service Hits!” Final in The Beatles Series by Ty Sullivan

(Ty Sullivan) Here are the Top 10 Hits of things your customer service reps need to battle for when on the front lines!

My Comment: I love the Beatles and I love customer service. And, I wrote a book titled the Amazement Revolution. Put the Beatles, customer service and the idea of a “revolution” in an article and you have a winning combination.

How Wegmans, Apple Store and Ritz-Carlton empower employees to offer best-in-class service by Carmine Gallo

(Retail Customer Experience) Wegmans, The Apple Store and The Ritz-Carlton are considered customer service champions in their respective categories. These companies field calls daily from people eager to learn their secrets. One simple secret behind their success is so simple, so basic, that most brands and businesses fail to grasp its importance. It’s a fundamental principle that works for best-in-class brands in any industry. It’s called “empowerment.”

My Comment: Great article about how three icons in the customer service world empower employees.

Don’t make these mistakes and lose your loyal, lifelong customers by David Horsager

(Upstart Business Journal) Trust is one of the most important components of customer loyalty. It ties directly into customer confidence, and without confidence there can’t be loyalty. Be sure to avoid the six “mistakes” in this article, as they will surely erode customer confidence and trust.

My Comment: Trust is one of the most important components of customer loyalty. It ties directly into customer confidence, and without confidence there can’t be loyalty. Be sure to avoid the six “mistakes” in this article, as they will surely erode customer confidence and trust.

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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