16 More Pieces of Expert Advice for Superior Customer Service

Jul 7, 2016

Smart looking child in adult glasses customer service experts

Give a man a fish, and you’ll feed him for a day. Teach a man to fish, and he’ll buy a funny hat. Talk to a hungry man about fish, and you’re a consultant.
― Scott Adams

We’ve offered up all sorts of customer service advice on our blog. From a series loaded with tips on surviving the holiday season to sharing information on beginning your customer journey map to collections of quotes that inspire, nothing hits home like advice from the experts.

Some of our greatest inspiration comes from the amazing batch of customer service, customer experience and leadership experts we follow on social media. These folks consistently deliver a wealth of tips businesses can put into action with little work and on any budget – you can’t beat that.

Curious about how we keep up with some of the best experts in the customer service industry? Here are three simple solutions for keeping up with the latest from your favorite experts:

  1. Follow them on social media. Follow customer service experts on social media

    We keep up on the latest from Shep Hyken, Bill Quiseng and others by following them on our social channels. Pro tip: When using Twitter, create categorized lists and add your favorite users. It allows you to keep up with the latest links and information much easier.

  2. Sign up for their newsletters. Sign up for newsletters from customer service experts

    Any expert that has a blog is likely to send out a newsletter. Have new tips sent directly to your email.

  3. Use a content aggregator. Use a content aggregator to keep up with customer service content

    It’s easy for new blog posts and other content to get lost in the flurry of social media. We use Feedly to keep up with content from our favorite experts and publishers. It’s crazy handy.

Keeping up with customer service experts is a great way to ensure amazing service to your customers, help drive more business and can help you build a culture around your customers.

Because we love you and want you to provide stellar service, here is our latest roundup of the freshest pieces of customer service advice from our favorite experts.

    1. “Get rid of the fine print. To a customer, fine print is where a company hides something that will protect them from a dissatisfied customer. Better to fix it than hide it.”
      Micah Solomon | Customer Service Keynote Speaker, Customer Experience Consultant
    2. “Once you define your customer [experience] standards, don’t encumber your employees with rules that get in the way. Instead, give them the power to do what it takes to meet and exceed those standards.”
      Shep Hyken | Customer Service and Experience Expert, Keynote Speaker, NYT Bestselling Author
    3. “Customers see your business from a different view – their ideas may be well worth implementing.”
      Marsha Collier | Author, radio personality and marketing educator
    4. Leadership will be either the beginning or the end of customer service. An executive team that focuses on growth at the expense of customer experience risks a calamity and misses additional growth.”
      Andrew McFarland | Pivot Point Solutions
    5. “More than ever, the choice is distinction versus extinction.”
      Bill Hogg | Speaker
    6. “To connect with new customers don’t try to get inside their heads. Get inside their hearts. Create an emotional connection.”
      Bill Quiseng | Customer Service Expert, Blogger and Writer
    7. “Customer service IS a huge part of the experience unless you have found the perfect product at the perfect price and you sneeze glitter.”
      Al Hopper | Co-Founder and COO of SocialPath Solutions, Customer Service Expert
    8. “Management personnel in all companies, big and small, need to understand that it is not only sales that is important, having a good customer support team helps a company develop a long term relationship with its customer base.”
      Flavio Martins | VP of Operations, DigiCert
    9. “Provide real value, real effort or a “little something” not expected by your customer.”
      Steve DiGioia | Director of Catering, Customer Service Trainer
    10. “Focus your leadership on excellence not repetition of procedures. The challenge of excellence is consistency — not repetition.”
      Kate Nasser | Speaker, trainer
    11. “The most overrated thing in business (and in life) is praise. It makes you feel great, but rarely teaches you anything. What’s more beneficial is criticism. That’s the petri dish for improvement. When customers complain, it’s a GIFT!”
      Jay Baer | Author, Speaker, President of Convince and Convert
    12. “Customers today will gladly leave you for the brand that is ready and willing to work on improvements right away.”
      Blake Morgan | Author, Writer, Speaker
    13. “Focus on your customers and their needs, not on your competition. Listen to, and understand, your customers. Don’t let the competition dictate your business decisions and your customer experience.”
      Annette Franz | VP of Compellon, Writer, Customer Experience Expert
    14. “Too many businesses are not detailed enough about the emotional outcomes in their Customer Experience, both in what emotion they want and how to evoke it. However, it is in these details that consistent achievement of the desired emotional outcome is found.”
      Colin Shaw | CEO of Beyond Philosophy, Customer Experience Expert
    15. “Customer experience leaders of the future will be the companies that (a) use customer experience insights as a context for every employee’s decisions, (b) drive outside-in to the inner-most regions of the company, (c) gain brilliant ideas by discovering patterns, (d) earn trust internally and externally through collaboration, and (e) embed customer experience momentum in everything they do. These companies will have the greatest high-profit growth trajectories tomorrow.”
      Lynn Hunsaker | Customer Experience ROI Strategist at ClearAction, Co-Founder of Marketing Future Forum
    16. “Benchmark outside your industry. If you sell furniture, don’t just benchmark other players in the furniture industry to figure out how fast, easy to use, nice your company should be. Your customers’ expectations for manners, timeliness, quality… come as much from Starbucks, Apple, and other great consumer brands as they do from the others in your particular field.”
      Micah Solomon | Customer Service Keynote Speaker, Customer Experience Consultant

Who are your favorite experts in the customer service realm? What’s the best advice you’ve ever gotten about creating an amazing experience? Share with us in the comments!

More Customer Service Advice from the Experts


Stephanie Jones

Stephanie Jones is a content writer and the social media manager for PATLive. She works from her cave, er, her home in Fayetteville, Ark., with her trusty dog and curmudgeonly cat by her side.


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