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Top 5 Customer Service Articles for the Week of January 7, 2019

Each week I read a number of customer service and customer experience articles from various 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. What’s in the box? Insights into the Subscription Based Economy by Sonakshi Nathak (LinkedIn) Glancing […]

Each week I read a number of customer service and customer experience articles from various 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.

What’s in the box? Insights into the Subscription Based Economy by Sonakshi Nathak

My Comment: I’ve been studying and writing a lot about the subscription model over the past year. For the company that figures it out, it positively impacts the bottom line, and just as important, positively impacts the customer’s experience. It’s convenient and predictable, and customers love it. If you haven’t explored the subscription model for your business, this article will give you a good introduction.

CEOs Who Are Transforming Customer Experience by Robert Reiss

(Forbes) It is no small wonder that other companies find themselves chasing the same goal, knowing that while they won’t be an Amazon, they might achieve and do the right thing and truly deliver for their customers, and as a result advance leadership in their industry.

My Comment: This article by Robert Reiss features ideas from an interview with three CEOs. I love this line from Jack Mitchell, chairman of Mitchell stores (recognized for their excellent customer service), that focuses on personalization: “Exceptional customer service boils down to knowing your customers–really knowing them–their names and nicknames, what they do, their cat’s name, whether they like baseball or field hockey or curling.”

Call center tips to ensure successful agents by Scott Sachs 

(SearchCRM) Once hiring managers find the right people for the job, contact center agents need both proper training and office tools to be successful in their roles.

My Comment: Here are three tips for customer service agents, but they can also be applied to just about anyone who interacts with customers, as well as employees. Hire the right people, train them well and give them the tools they need to do a great job.

3 Tips To Create A Mission That Will Drive Growth by Kara Goldin

(Forbes) It’s not always easy to know what your ultimate goal should be. Here are three tips for uncovering the mission that will drive growth at your business.

My Comment: What drives growth in business? Start by making customers central to your mission. That’s the first of three strategies shared by entrepreneur Kara Goldin that can help any organization be more successful.

Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com. Connect with Shep on LinkedIn.

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