5 Top Customer Service Articles For the Week of November 4, 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.

The Secret Magic Behind Netflix Customer Service by Timothy Stenovec

(Huffington Post) Pretending to be a fictional character or offering dating advice would probably get you reprimanded — or possibly fired — from the customer service department of most companies. At Netflix, taking on the persona of a Star Trek captain during a live chat with a customer gets you on national TV, a trip to Netflix headquarters in California, your very own captain’s shirt and an iPad mini.

My Comment: Netflix seems to have it together. They want to give great customer service – and they do. They empower their employees, let them inject their own personalities into their job and give them a very fulfilling employment experience. That’s part of what gets their employees engaged and makes the customers’ experiences even better.

Infographic: Horrifying Customer Service Can Be Deadly by James Jarnot

(Direct Marketing News) Customer service has a grim reputation, and customers aren’t putting up with these nightmare experiences anymore.

My Comment: In the spirit of Halloween, this infographic shares some terrifying statistics that will make you think twice about tricking your customers and delivering anything less than a good customer experience. Great compilation stats and facts.

Decoding Customer Service Speak: Are You Secretly Being Insulted? by Christopher Elliott

(MintLife) Spend enough time around customer service agents and you understand that what they say and what they mean are often two very different things.

My Comment: Sometimes the words we use with our customers don’t always send the right message. “You’re call is very important to us,” doesn’t work when the customer is forced to wait extended periods of time. How many phrases, acronyms or other industry/company jargon get in the way of communicating customer amazement to your customer?

10 Top Business Tycoons in the World Talk Customer Experience by Joana Armie

(Win the Customer!) Even the most savvy business tycoons in the world with their areas of business expertise have to rely on customer experience as a competitive advantage in today’s customer centric world.

My Comment: Put ten of the top CEO’s in a room and ask them to share one piece of customer service advice, this is what you get. Great article with great thoughts from some amazing business leaders.

10 Creative Ways To Deepen Customer Loyalty By Thomas Oppong

(Alltopstartups) Resolving customer complaints early and fast is your best bet at retaining the new age customer. Make the effort towards building customer loyalty and you have customers as long as your business exist. These are some of the best and practical ways to build and deepen customer loyalty.

My Comment: I love a good list to improve a business, and here are ten ways to create customer loyalty.

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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