Each week I read a number of customer service and experience 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.
How Enterprise Chatbots Platforms Will Change Customer Service by Murray Newlands
(Business2Community) The key to good customer care is making your customer’s experience with your brand seamless, easy, and great. However, because customers are more informed than ever, they expect more. They want to be able to inquire, complain, and compliment whenever possible, and unfortunately, this means customer services need to be available around the clock.
My Comment: Chatbots are a hot topic these days. I’ve been writing about chatbots for the past year or so in my Forbes articles. Some are amazing, while others make you feel like you’re talking to a… robot. That’s because you are. But, if you encounter a good system, or decide to implement one in your company, this article shares a few ways chatbots can positively impact your customer service.
(Simply Business) We’re up for Best Customer Centric Organisation, and whilst we wait to see what happens, here are our top six tips for creating the best customer experience possible, regardless of company size or budget restrictions. Seriously – an effective customer experience strategy can cost next to nothing to implement.
My Comment: Simply business has been nominated to receive a Best Customer Centric Organization award. When you read the simplistic ideas they use to drive a powerful CX, then you can understand why they are being considered. Here are six ideas that, regardless of company size or budget, can help you drive a better CX experience. And, I love their claim: “An effective customer experience strategy can cost next to nothing to implement.”
The Many Choices When Measuring Service by Paul Selby
(CustomerThink) How do you measure customer service in your organization? Like anything, there’s several popular methods. Some of the most popular are customer satisfaction (or CSAT), Net Promoter Score (or NPS), and customer effort (occasionally abbreviated to CE but not often).
My Comment: Have you ever wondered which method you should use to measure your customer service? NPS, CSAT or Customer Effort? This short article explains the difference between the three and can help you make a choice.
3 Ways Companies Can Simplify Customer Service and Make People Happier by Mary Shacklett
(TechRepublic) Nothing frustrates a customer more than repeating their issue over and over again. Here’s how to simplify online and phone customer service so your company can avoid that situation.
My Comment: TechRepublic brings us an article that hits on three technical ways we can create a better customer experience. Of course, number one is about AI. I’m most intrigued with number two, which is about detecting customer friction, something companies should pay more attention to. It finishes with a reminder to make sure your automated systems are really automated (as in working properly).
Office of American Innovation Targets Federal Customer Service by Frank Konkel
(Nextgov) The White House Office of American Innovation has its crosshairs set on improving federal customer service, a major challenge because of the government’s “near monopoly” in providing poor service delivery.
My Comment: Let’s close out this week’s Top Five roundup with an article from the government about how the White House Office of Innovation is focusing on how to get government agencies to treat citizens (as in customers) as well as private enterprise treats their customers. It is a lofty and honorable goal. And, to use their words, this is “a major challenge because of government’s ‘near monopoly’ in providing poor service delivery.”
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