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.
3 Ways Amazon Has Raised the Bar on Customer Experience by Joey Coleman
(destinationCRM) Customers across industries now expect a better overall experience thanks to Amazon, and here are a few ways your business can follow their lead.
My Comment: Joey Coleman is one of the leading customer service and CX experts. His brand new book, “Never Lose a Customer Again,” is just out. When he talks – or writes – I pay attention. This is his take on how Amazon has raised the bar on customer service – and how you can too!
Bad Feedback Is the Best Feedback. Are You Listening For It? by Jeannie Walters
(360Connext) Bad feedback from employees and customers alike provides a way to prevent little annoyances from becoming reasons for good people to leave you.
My Comment: Everyone wants customer feedback. Or, do they? Too many companies ask for feedback and then don’t do anything with it. And, how about employee feedback? All the feedback you get should be embraced as an opportunity to improve. And that includes improving your bottom line. Jeannie Walters offers up some excellent insight into the power of feedback.
How Chatbots Can Improve User Experience [Infographic] by Sophia Bernazzani
(HubSpot) If artificial intelligence, or AI, feels like a far-off thing of the future, you might be mistaken: In our research, we found that 63% of people don’t realize they’re already using AI technologies.
My Comment: Chatbots are getting really good. Hubspot’s research found that 63% of people don’t realize they’re using AI technologies. Used the right way, chatbots and AI improve the customer experience. And, this technology is not just for large companies with deep pockets. Even smaller companies can use chatbots to improve their customer experience. This short article and infographic have some interesting ideas on how to effectively use chatbots.
(Smile.io) Your explainer page is what convinces your customers to join your loyalty program. Since you want to maximize the number of members in your program, building your explainer page should not be an afterthought.
My Comment: Loyalty programs are designed to drive repeat business and in some cases true loyalty. (Some loyalty programs are more about discounts than actually creating true loyalty. Yet, they all – or at least should – drive repeat business.) This is an excellent article with numerous examples of successful loyalty programs from several different industries.
Net Promoter Score® 101: The Complete Guide by Anna Pogrebniak
(Lumoame) How do you make important or day-to-day consumer decisions in your life? Whom would you consult if you were choosing a hairdresser’s saloon or a new car to buy?
My Comment: We close out this week’s “Top Five” list not with an article, but a comprehensive guide to understanding Net Promoter Score (NPS). I’m a huge fan of NPS as it is one of the easiest and direct ways to get customer feedback. Even if you’re already using NPS, you will pick up an idea or two.
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