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.
19 Customer Experience resolutions for 2019 by Customer Guru
(Customer Guru) As we bid goodbye to 2018 and usher in 2019, we have made some customer-centric resolutions for this new year. As we move ahead, customer experience will be the only differentiator between brands. So, it is imperative that all brands focus more on the customer. These resolutions in the new year will certainly be a start!
My Comment: Let’s start this week’s top customer service articles roundup with 19 customer service New Year’s resolutions. There’s something here for every type of business. One of my favorites: “I will empower and educate my employees to provide the best customer experience.”
2019 AI Outlook: Is Customer Service The New Marketing? by Puneet Mehta
(Forbes) In 2019, I believe we’re going to see AI continue to grow and in a big way.
My Comment: Want to know what the future of AI and customer service will look like – and I mean future as in the next year? Just read this excellent article that predicts what we can look forward. AI is not quite ready to take over the world, but it’s making progress.
(Retail TouchPoints) Every day, consumers across the U.S. spend hours of their lives dealing with robots that aren’t built to meet their basic or even more complex questions and needs, or agents who aren’t prepared to.
My Comment: The title of this article begs the question: Should consumers have to pay more for customer service? The statistic that Greg Hanover, the author, shares at the beginning of the article is that (according to PwC), consumers are willing to pay up to 16% more for better customer service. Now, being forced to pay and willingness to pay are two different things. An interesting article on how to meet, if not exceed customer expectations.
From razors to cars, subscription services are expanding by Jason Osler
(CBC News) Marketing prof says subscriptions help consumers ‘cut through the clutter’ and simplify their lives.
My Comment: I’m very intrigued by the subscription model. So much so, that I featured the concept as one of the six Convenience Principles in my most recent book, The Convenience Revolution. If you’re not yet familiar with this powerful business model, this article will give you an introduction to a power CX and marketing strategy.
Whatever It Takes: Four Customer Service Goals To Keep Your Customers Happy by Jessica Gonzalez
(Forbes) Here are four customer service goals you can implement to put your money where your mouth is and keep your customers happy.
My Comment: If everyone on your team did these four things, your customers would be very happy. It’s simple (although not always easy. It requires hiring the right people and training them to simply be available, act responsibly, look for opportunities to surprise the customer, and to be human (as in real, genuine, empathetic, etc.).
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