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.
Anatomy of the VP Customer Experience Role by Lynn Hunsaker
(CustomerThink) If “customer experience” has innumerable interpretations, the same can likely be said about the ideal role of the Head of Customer Experience.
My Comment: This is a great article for leadership to understand the role and need of the Chief Customer Officer (or whatever title a company uses for the same responsibilities.) And, be sure to pay attention to the comments at the end of the article. The author posted additional content when she posted and responded to comments and feedback.
(GetApp) Artificial intelligence isn’t just blurring the lines between human and machine. It’s softening the edges that keep sales, marketing, and customer service operating in separate boxes.
My Comment: AI seems to be the center of attention these days. I believe there must be a balance between digital-to-human and human-to-human customer support. This article focuses on three good uses for AI; automation, personalization and conversation. When it comes to conversation, I like using AI for pushing information to the customer (such as when your order ships, where it is, etc.).
15 Net Promoter Score Statistics You Need To Know In 2019 by Anna Pogrebniak
(Lumoa) With the growing understanding of customer experience importance, more and more companies are closely watching their customer feedback.
My Comment: One of my favorite feedback measurements is NPS (Net Promoter Score). Here are some interesting stats and facts that will give you further insight into the power of the simple question, “On a scale of 0-10, what is the likelihood that you would recommend us to a friend or colleague.”
Great Customer Experiences Start With Your Employees by Paul Phillips
(Forbes) By starting from an employee-centric approach to business, you’ll be that much closer to delivering something compelling to your customers.
My Comment: This short article has a powerful message that I’ve preached for a long time. A great reminder that the best customer-focused companies recognize that it starts inside with a focus on employees.
(Toister Solutions) This post will help you identify invisible ropes that might annoy your customers and ruin their experience.
My Comment: What is an invisible rope? It’s something that the customer may not actually see, but causes a negative reaction. That’s the short version of a powerful lesson that Jeff Toister teaches in this excellent article about what I refer to as subconscious loyalty killers.
5 Ways Businesses Can Improve Telephone Customer Service by Riley Panko
(Clutch) People value an efficient resolution to their issue and most dislike being kept on hold when calling a business. Reducing hold times, using digital channels, and seeking outside resources like virtual assistants help optimize a business’ telephone customer service.
My Comment: I’ve shared quite a few articles on customer service on the phone in the past few months, but couldn’t resist sharing this excellent article on how to improve telephone customer service. So, here’s a bonus article to enjoy.
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