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.
What’s in the box? Insights into the Subscription Based Economy by Sonakshi Nathak
My Comment: I’ve been studying and writing a lot about the subscription model over the past year. For the company that figures it out, it positively impacts the bottom line, and just as important, positively impacts the customer’s experience. It’s convenient and predictable, and customers love it. If you haven’t explored the subscription model for your business, this article will give you a good introduction.
CEOs Who Are Transforming Customer Experience by Robert Reiss
(Forbes) It is no small wonder that other companies find themselves chasing the same goal, knowing that while they won’t be an Amazon, they might achieve and do the right thing and truly deliver for their customers, and as a result advance leadership in their industry.
My Comment: This article by Robert Reiss features ideas from an interview with three CEOs. I love this line from Jack Mitchell, chairman of Mitchell stores (recognized for their excellent customer service), that focuses on personalization: “Exceptional customer service boils down to knowing your customers–really knowing them–their names and nicknames, what they do, their cat’s name, whether they like baseball or field hockey or curling.”
(MarTech Advisor) The rise of artificial intelligence has led many people to believe that machines will take over many of the job functions in the marketing industry. However, when it comes to customer experience, the best results will occur when machines and humans work together.
My Comment: Rather than AI replacing humans in the customer support and marketing worlds, what if it took on a support role. Dan Gingiss writes, “The rise of artificial intelligence has led many people to believe that machines will take over many of the job functions in the marketing industry. However, when it comes to customer experience, the best results will occur when machines and humans work together.”
Call center tips to ensure successful agents by Scott Sachs
(SearchCRM) Once hiring managers find the right people for the job, contact center agents need both proper training and office tools to be successful in their roles.
My Comment: Here are three tips for customer service agents, but they can also be applied to just about anyone who interacts with customers, as well as employees. Hire the right people, train them well and give them the tools they need to do a great job.
3 Tips To Create A Mission That Will Drive Growth by Kara Goldin
(Forbes) It’s not always easy to know what your ultimate goal should be. Here are three tips for uncovering the mission that will drive growth at your business.
My Comment: What drives growth in business? Start by making customers central to your mission. That’s the first of three strategies shared by entrepreneur Kara Goldin that can help any organization be more successful.
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