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.
11 Tips to Save Your Retail Business From Extinction by Anne Pilon
(Small Business Trends) Brian Solis gives an overview of the top trends that retail businesses can use to survive and thrive in today’s environment.
My Comment: Brian Solis is one of my favorite people to follow and learn from. He is one of the true CX experts. This article has a number of tips that are focused on retail, but also includes information that is relevant for B2B types of businesses.
(The Hill) In the wake of recent incidents and subsequent PR nightmares — not to mention congressional tongue-lashings — airlines are attempting to make up for their customer service shortcomings.
My Comment: The airline industry is a hot topic in the world of customer service. Several incidents over the past months have contributed to public awareness of the problems in the industry. So, how does a company (or industry) pick itself up and get back on track? Nick Francis of Help Scout shares some insights on exactly how to go about it.
Brands unclear who should take responsibility for customer experience by Charlotte Rogers
(Marketing Week) Businesses are increasingly using customer experience to differentiate their brand yet 30% of senior leaders are confused about who should take ownership of it.
My Comment: Who should own CX? My response is… Everybody! However this article is more about who should oversee CX in an organization? That’s the leadership question. Some companies have a Chief Experience Officer. Some companies put it into marketing. Someone has to oversee it. Everyone needs to own it.
(All Business) Here are four premium performance measurement tools that integrate especially well with Google Analytics, giving you the power to take action and make meaningful business improvements quickly.
My Comment: Who doesn’t want the experience a customer has with your company to be “unforgettable” (in a positive way)? This short article has three common sense approaches to help you do just that.
My Comment: My good friends at Customer Guage put together a great resource of 16 experts and influencers to share their thoughts and insights about the trends in customer service and CX. I’m honored to be included and thought you would enjoy reading about what we can expect in the next few years.
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