5 Top Customer Service Articles for the Week of July 29, 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.

Your company has a vision: Why can’t everyone see it? by Knowledge@Wharton

(RetailWire) Presented here for discussion is a summary of a current article published with permission from Knowledge@Wharton, the online research and business analysis journal of the Wharton School of the University of Pennsylvania.

My Comment: Vision statements are important. Many companies have these, and they are general. If the statement doesn’t focus on customers, that’s fine. Then have a customer service vision statement. The key to a vision statement being successful is that is short and memorable. This article has some examples of good and bad vision statements, but they are all short. And, even better than the short article are the comments below.

Why Customer Success is Important in the Modern Age by Mia Jacobs

(Totango) This is why customer success is critical now. We are running our business in a reality of today’s customer-centered economy. Enterprises reap the most benefits of nurturing customer relationships long-term in order to keep customers constantly satisfied.

My Comment: Customer success is a hot topic. Some people still confuse what it really means. Most agree that it is about the customer having success with your product. Some companies are proactive in helping customers be successful. Some are reactive, which to me, is more customer service than success. Regardless, all organizations should consider if a customer success program is appropriate for their business. This article will help you think about what a customer success program might look like in your organization.

Make Sure You Offer Conspicuous Customer Service by Blair McHaney

(Club Industry) To ensure your members know you are thinking of them and offering them the best service they can find, you need to demonstrate conspicuously that you are thinking of them.

My Comment: This article is focused on the club industry, however the concept covered is something the author refers to as conspicuous customer service, which he defines as: “To ensure your members know you are thinking of them and offering them the best service they can find, you need to demonstrate conspicuously that you are thinking of them.” And, that applies to every business!

7 Examples Of How Digital Transformation Impacted Business Performance by Blake Morgan

(Forbes) These seven major companies show that changes might not occur overnight, but investing in digital transformation can make a large financial impact over time.

My Comment: Do you want proof that investing in delivering a digital experience is not just important, but also profitable? Then you must read this article. The author shows us the track record of seven companies that are recognized for their digital experience. Yes, it costs, but the payoff can be BIG!

Will Emotion Detection Change Customer Experience Forever? by Andrew Mort

(CustomerThink) It’s no secret that emotions drive behavior. Happy people whistle. Angry drivers crash cars. And now, with the help of emotion detection and analytics, more companies are tuning into their customers’ feelings in an attempt to learn what makes them tick.

My Comment: We measure sales, customer service, satisfaction, etc. Here’s a new one: emotion. The author defines “Emotional Detection” as measuring an individual’s verbal and non-verbal communication in order to understand their mood or attitude.” Knowing this can help understand how to sell, and more importantly, how to get a customer to come back.

Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. For information on The Customer Focus customer service training programs go to www.TheCustomerFocus.com. Follow on Twitter: @Hyken

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