Each week I read a number of customer service 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.
Improving Customer Experience Through Customer Data by Daniel Newman
(Forbes) By using advanced analytics, companies can make better use of their customer and user experiences, leading to higher satisfaction — and loyalty — in the long term.
My Comment: This short article showcases the growing trend of personalizing a customer’s experience. People like doing business with companies that know them. And, this doesn’t happen by accident. Companies are embracing customer data as a purposeful way to deliver a personalized experience, which can lead to repeat business. In addition, customer data gives you more insight into trends, what’s working, what’s not and more.
(Go Narrative) A convenient, clear guide to help you use storytelling for your business.
My Comment: While it falls into the category of marketing over customer service or customer experience, I couldn’t resist sharing this very interesting report (ebook) on storytelling for business. You most likely have heard the Nordstrom story of the customer returning a set of tires. That story has served Nordstrom well in a number of ways, including putting them on the map as one of the most customer focused companies on the planet. So, what’s your story, and how do you find it? This guide by Matthew Woodget will get you started.
The cost of NOT focusing on Customer Experience by Ian Golding
(I J Golding) In reality, whilst many senior leaders are still not quite believing of the financial benefits of a CX focused strategy, most of them work in organisations which are suffering remarkably demonstrably from NOT having one!
My Comment: How much does it cost to deliver a better customer service experience? Perhaps the question should be how much does it cost if you don’t? This short article makes the case for paying attention to the customer experience, because if you don’t, it can cost you your business.
Stop Wasting Your Money on Customer Experience by Jon Picoult
(Carrier Management) Faced with increasingly commoditized markets, more and more insurers are launching customer experience improvement programs to differentiate themselves. However, there’s something many of these companies don’t yet realize: The vast majority of their programs will fail.
My Comment: Reading the title of this article might make you think that investing in customer experience could be a waste of money. Not true! It’s more than creating a budget for customer experience. It’s more than just spending money. This article makes the case that NOT caring about customer experience the right way is a waste of money.
(Sharpen) Customers are increasingly more likely to be disloyal following high-effort experiences. And unfortunately, these experiences are common.
My Comment: Did you know that 84% of US consumers used web and mobile for help? (Customer want and expect you to have a self-service solution.) That’s just one of many insightful stats and facts that our friends at Sharpen have compiled.
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