5 Top Customer Service Articles For the Week of November 18, 2013


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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.

Eleven Ways To Create Real Employee Engagement From Ground Up by Michael Houlihan and Bonnie Harvey

(Young Upstarts) Here are 11 tactics to help business owners create and increase employee engagement in their organizations (Warning: They may require some major overhauling).

My Comment: I love common sense ideas, and that is what this article is filled with. Employee engagement doesn’t need to be rocket science. It is all about treating employees with dignity and respect. They in turn will take care of business – and your customers! This is an outstanding list of simple, common sense ways to develop employee engagement.

Starbucks Beats Competition in Building Customer Loyalty By Nate Matherson

(The Street) I want to highlight three keys steps the company (Starbucks) has taken to ensure its customer loyalty into the distant future.

My Comment: Starbucks is one of the companies to admire, emulate and learn from when it comes to customer service, customer experience, and what this article focuses on, customer loyalty. They have a great product, great service and create an excellent experience that is copied by many. Their loyalty program isn’t just about marketing and perks. I believe customers would still go to Starbucks without the perks. The question I always ask my clients who create loyalty/incentive programs for customers is this: If you didn’t give them the free ________ (fill in the blank), would the customer still do business with you? There is a lot to learn from Starbucks.

Five Tips for Making and Keeping Happy Customers Judy Philbin

(Impact Blog!) How do you know you have a sat­is­fied cus­tomer? Re-orders? No complaints? Per­haps, but not necessarily.

My Comment: Here are some great tips to creating happy customers, but there is a bigger message to the article: Be careful how you define a satisfied customer. My take on this is that satisfied customers aren’t loyal customers. There’s a big difference.

Customers From Hell – Top 4 Tips For Handling by Iain Swanston

(Iain Swanston) Whilst it may be impossible to completely eliminate Customers From Hell, it certainly makes sense to do as much as we possibly can, to reduce the numbers.

My Comment: This is a great list about dealing with difficult customers. I especially like number two, which is about “getting it right versus being right.”

The Future of Customer Service: 20 Expert Predictions for 2014 & Beyond by Tricia Morris

(Parature) Here are 20 expert predictions affecting the near future of customer service and the customer experience, with the first originally made in 2012, already realized.

My Comment: This is an amazing list. And I love that each item is linked to an article or source. It’s never too late to prepare for the future.

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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