5 Top Customer Service Articles for the Week of January 25, 2021

Shep Hyken

01/25/21 | Customer Experience


5 Top Customer Service Articles for the Week of January 25, 2021

 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.

I Wish the CEO Would Try and Open This F@#!* Package by Chip Bell

(Real Leaders) The title of this story is a line we use at my house when a product or service is unusually challenging. It might be that bottle or package that requires a hack saw and a blow torch to open, or it might be that service that offers way too many steps to reach your desired outcome.

My Comment: This is a great article. Customer service expert Chip Bell sets the stage with a story. His wife is trying to open a package with great difficulty. The title says it all. Has the CEO ever tried opening the package? How many of your employees haven’t experienced what it’s like to be a customer of yours? The article is short and to the point.

Boost Results With Rule 105 by Josh Linkner 
(Josh Linkner) With the stakes high and competition fierce, how do we optimize performance? Enter Rule 105, a remarkably simple approach to enjoying sustainable and meaningful results.

My Comment: I just recently wrote an article about making tiny improvements – as small as 1%. Little improvements can add up to big wins. My friend and innovation guru Josh Linkner has his version of the same principle, which he calls Rule 105. Read the article, meet with your team, and start to see improvement – in some cases, immediately!

Mission-Driven Customer Experiences (CX): A Guide by Nate Brown
(Officium) There is another disruptive evolution on the horizon. Something that customers consider more important than even their time. Their core beliefs.

My Comment: In this article, Nate Brown introduces us to his take on something he refers to as “mission-driven CX,” which is about companies who win over their customers’ business and hearts by embodying the core values of what’s most important to them. He also gives us a four-step process to do so.

It’s prime time for retailers to grow an Amazon-level loyalty program by Tom Caporaso
(Retail Customer Experience) Clarus Commerce CEO Tom Caporaso believes it’s time for retailers to take advantage of the new membership economy.

My Comment: Here’s a great article about customer loyalty. Some loyalty programs are actually marketing programs. Some loyalty programs create emotional connections. Either one is good if it drives repeat business. That’s a basic goal of a good program. The author focuses on retail, but I see this way of thinking working for just about every type of business.

5 Step Plan to Create the Perfect Guest Experience by Patrick Landman
(Hospitality Net) In this article, we reflect on where such issues may arise, how to measure, and how to take fast, effective action allowing you to manage your hotel in the best way possible.

My Comment: I believe that every company – in any industry – could do well to have a “hospitality mentality.” That’s why I’m drawn to articles with lessons from the hotel and restaurant industries. This is an excellent article that showcases five ways to create the perfect guest experience. Substitute the word guest for customer, client, member, patient, etc., and you will see how works, regardless of the business.

How will CX evolve in 2021? Hear what these Customer Experience leaders have to say by Ganesh Mukundan
(Hiver) We spoke to various customer experience thought leaders to get their insights into this topic. We asked them about how customer behavior is likely to evolve this year and how brands should adapt their CX strategy accordingly.

My Comment: What happens when ten customer service and CX experts are asked about how customer behavior is likely to evolve this year and how to adapt accordingly? You get ten great answers. I’m honored to be part of this group of experts.