5 Top Customer Service Articles For the Week of June 17, 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.

The Rackspace Customer Experience Secret Sauce: An Interview with Rackspace COO Mark Roenigk by Pete Abilla

(Shmula) In this interview, we’ll learn about how Rackspace has placed the customer at the center of their activities and the role the Rackspace employees play in making the organization focused on the customer. We’ll also learn the role of Process Improvement within the context of their internal NPS program, which is also very respected and known for its rigor and effectiveness in helping the firm remain focused on the customer.

My Comment: Rackspace is one of today’s customer service rock stars. When Mark Roenigk, COO of Rackspace, talks about their customer service strategies, I listen – and so should you. They seem to do everything right. They have an amazing customer-focused culture and a measurement system (NPS) in place to track their success. I love the last line of the interview: “Rackspace is committed to helping our customers change the world- and we will do anything to make sure of it.”

5 Key Words of Advice from the World’s Most Famous Customer Service Representative by Tricia Morris

(Parature) Here are five key words of advice for any customer-focused organization from The World’s Most Famous Customer Service Representative.

My Comment: Richard Branson is perhaps the “poster child” of customer service. He uses it as his secret weapon to take on the giants in the industries he competes with. (I guess it’s not a secret anymore.) It is always worth taking the time to listen or read anything that Richard Branson is willing to share.

An Oasis in a Desert of Customer Service by David Segal

(NY Times) What is Quicken Loans doing to earn such accolades? It boils down to culture.

My Comment: The lesson in this article is simple. Quicken Loans is recognized for its excellent customer service. It all comes down to the culture. This NY Times article does a nice job of reminding us of how important culture is – from the moment an employee is hired.

How to Provide Online Customer Service for Ecommerce by Desk.com

(Desk.com) Now more than ever, it’s essential for retailers to provide a consistent customer service experience. Here are seven ways to manage customer service for ecommerce.

My Comment: This is a great infographic about ways to provide exceptional customer service for eCommerce. After looking this over, the tactics and strategies provided are great for every business – not just eCommerce. Great information worth considering.

Free eBook: The Definitive Guide to Social Customer Service 2nd Edition by Rachel Tran

(Conversocial) A lot has changed in the world of Social Customer Service in the past year, and so we’ve created a second edition of The Definitive Guide to Social Customer Service.

My Comment: Many think that companies who are implementing social service strategies are early adopters. I believe if a company hasn’t adapted a social service strategy they are late to the party. This is a great guide that is worth downloading and reading. Thanks to Conversocial for sharing this eBook.

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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