Each week I read a number of customer service and experience 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 top five things you hate most about customer service by Sarah Ingrams
(Which?) Whether you’re buying new gadgets, planning a holiday or managing your finances, everyone has to deal with customer service from time to time. An outstanding experience can persuade you to keep returning to a brand; being treated badly can put you off for life
My Comment: Want to now what your customers hate more than anything (when it comes to customer service)? Then read this article featuring five of the top “irritations” that customers in any business might experience.
(Forbes) I talked with 10 top CMOs from a number of industries to get their insights into the changing role of the CMO, how they build relationships with customers, how they stay on top of changes in today’s omnichannel world, and more.
My Comment: Blake Morgan has given us a gift. She took the time to interview ten CMO’s from some large and recognizable brands in a number of industries who share what customer experience means to them. No doubt that CX is a very, very high priority!
Technology NPS Benchmarks by CustomerGauge
(CustomerGauge) There are a hundreds of technology innovations clamouring for customer’s attention, yet only a few are dominating customers’ loyalty.
My Comment: The CustomerGauge people continue to put out amazing content related to NPS (Net Promoter Score). This article highlights some major brands within the technology industry (including Apple) and shares a big lesson (or two or three). One of the big takeaways is that the leaders close the loop on feedback within 48 hours, which according to CustomerGauge, leads to a 12% increase in customer retention.
(CGS Inc.) Did you miss some of these great insights recently tweeted by customer care influencers and experts? We rounded up 10 great tips and insights from some of the best experts in the industry to help you stay on top of important topics and trends.
My Comment: CGS has compiled a list of experts and influencers in the customer care and CX world – with links to some of their work. There is something here for everyone. Great advice from some of the best in the business!
My Comment: This short article is about using visuals like screen sharing and video to support customers. I love using video as a way to deliver a great self-service customer support solution. The best videos are “how to” videos that teach customers how to best use your products and services.
101 Customer Service Quotes To Better Your Business by Skip Prichard
(Skip Prichard) Here are a collection of customer service quotes all designed to remind us of the importance of the customer.
My Comment: My friend Skip Prichard put together a list of 101 customer service quotes. I’m honored and proud that Skip included several of mine for the list. Consider using these quotes as conversation starters at your team meetings. Great information. Thanks Skip!
Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. For information contact or www.hyken.com. For information on The Customer Focus™ customer service training programs go to www.thecustomerfocus.com. Follow on Twitter: @Hyken