5 Top Customer Service Articles For the Week of September 16, 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 Customer Experience Opportunity That Nearly Everyone Overlooks by Justin Morelli

(Catalyst) Your website is a potential gold mine for applying your customer data to improve the customer experience, increase relevance and increase online conversions. Here are some data points you could already be collecting, and a few thought starters on what to do with it.

My Comment: While this is a little technical for me, I get the point. The digital experience is an opportunity to create a customized personalized experience. With the right software, we can capture all kinds of great information that will allow us to customize the customer’s experience when they land on our website. I don’t know if there is anyone better at this than Amazon. When I log into their website, they remind me of what I’ve looked at the last time, make recommendations and more. I’ve always said that people do business with people. And, if it is a website with this philosophy it still applies as the website was built by people to be used by people.

How to Empower Your Customer Service Reps, Richard Branson Style by Customer Service Investigator

(Software Advice) Virgin prides itself on one thing: exceptional customer service. In fact, it has been named “Top Domestic Airline” in the Travel + Leisure World’s Best Awards readers’ survey every year since its launch in 2007.

My Comment: Any time I get to peek behind the curtain of Richard Branson’s Virgin Airlines, there is always something to learn. This article has eight great tactics and strategies that prove why Virgin is a great company and Richard Branson is a customer service rock star.

8 Ways To Use Social Media For Customer Service by John Cheney

(Business 2 Community) The Social Media Age is Now. The Future is Upon Us. And the Customer Experience is better than ever before! Or at least it should be.

My Comment: Using social media for customer service doesn’t just mean responding to complaints. There are many ways – and many channels – to help you deliver a better customer service experience.

The effects of a good and bad customer experience [INFOGRAPHIC] by Nicola Brookes

(New Voice Media) Today’s customer is changing the world of customer service. They’re using more channels of communication, will switch businesses following an inadequate experience, and even take their revenge online.

My Comment: This Infographic compares how customers respond to good and bad service. While the numbers focus on the average business, maybe not yours specifically, the concepts from these numbers do apply. More than ever, we must provide a good customer service experience.

How to Succeed in Customer Service in 140 Characters or Less by Gingiss Dan

(Social Media Today) Why do brands miss such great opportunities to interact with their customers? Surely these same brands would respond to a customer phone call, e-mail, or even snail mail. With so many companies talking about the importance of customer experience and customer-centered design, it is shocking that ignoring customers in a public setting has become so commonplace.

My Comment: This article is a great reminder to all of us to respond to our customer’s social media posts. The author points out that that slow or even no response may have been acceptable two years ago. Well, not anymore!

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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