5 Top Customer Service Articles For the Week of February 11, 2013


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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.

Oracle – Ignore Customer Experience at Your Own Risk By Dan Berthiaume

(CMS Wire) Companies that fail to provide the customer experience demanded by today’s technology-savvy consumers risk getting hit where it hurts most — their profits. The new Oracle Global Customer Experience Report highlights exactly how companies are falling short of modern customer experience benchmarks.

My Comment: This important article points out the reason businesses need to pay attention to the customer experience. And, it turns out that the perception that executives have about the customer experience isn’t in line with what their customers actually think of the experience.

5 Ways to Provide Great Social Customer Service by Rob Howard

(Business 2 Community) Curious as to the part online communities play and how a social customer service community could benefit your organization? To gain a better understanding, take a look at these tips for using online communities for customer service.

My Comment: Social customer service is a fairly new term that is not widely understood. This short article has five great tips to get companies to better understand how to integrate social customer service into their customer service and marketing strategies.

3 Warning Signs That Your Customer Experience Needs Improvement by Michel Falcon

(Michel Falcon) One of the most under utilized business practices today is doing an internal audit of your current systems and programs. Sure, you can hire a research firm to do it for you but save the cost and experience it first hand. The phrase that best describes this is: “Inspect What You Expect.”

My Comment: Good things come in small packages. This quick read poses three great questions to ponder as you think of ways to enhance the customer experience.

Taking Direction From Disney’s Customer-Care Philosophy By Nick Nanton & JW Dicks

(Fast Company) The compass figures prominently into the Disney philosophy of customer service (“Guestology”). Here are the four key points of its customer-care beliefs.

My Comment: Everyone and every business should learn and understand how Disney does what it does so well. This article gives us a great summary of the four points of the “Disney Compass.”

14 Effective Ways to Show Employees and Co-Workers a Little Valentine’s Day Appreciation by Mary Kelly

(Productive Leaders) Valentine’s Day is not just for the romantically inclined! It is a time to recognize all kinds of people in your life for their kindness, support, and work the rest of the year.

My Comment: This fun blog-post is perfect as Valentine’s Day approaches this week. If you are thinking of doing something special in the office for the people you work with, this will jump start your creative process. And, why confine these ideas to just Valentine’s Day. Some of them are appropriate year round!

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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