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.
10 Content Marketing and Customer Experience All-Stars by James A. Martin
(CIO) From the recent Adobe digital marketing conference, here are 10 examples of brands (and in one case, an Australian entrepreneur) that are killing it with their content marketing and/or customer experiences.
My Comment: Let’s start this week’s “Top Five” roundup with a fun article that includes ten outstanding examples of how companies are using content marketing and customer service to enhance the customer experience. You will easily find a story here that relates to what you do and the industry you’re in. Great examples that we can all learn from.
A Quality Perspective From a Recent Flying Experience by Jeremy Watkin
(FCR) I recently flew on one of the major airlines and observed many opportunities for improvement (a phrase we like to use in contact centers). So many in fact that I started taking notes on my phone. Without naming names, let’s go through my notes and talk about these opportunities. By the way, these align with the things we expect from our colleagues at FCR on every customer interaction.
My Comment: With all of the negative press that has come out on the airlines since the United incident a month ago, this article shares some positive insights and is a breath of fresh air. Jeremy Watkin shares seven observations from a recent flight that are excellent examples and lessons that you can apply to your businesses.
What a Customer First Strategy Means Today by Denyse Drummond-Dunn
(C3 Centricity) A customer first strategy is not so hard. Just think customer first in everything you do. So how come most businesses get it spectacularly wrong? I think the reason is because they don’t see the immediate return and it costs money to implement. What do you think?
My Comment: Here is a deeper dive into the concept of “Customer First.” There are plenty of stats and facts – and some charts – to back up the concept that a customer-focused approach should be at the top of your list for your organization’s culture and strategy.
The Exhaustive Guide to Dealing with Angry Customers by Harsh Vardhan
(Hiver) It is already a widely accepted fact that customer service can make or break a company. At the same time, how a company behaves while dealing with an angry customer is a huge determinant of how their brand is perceived.
My Comment: This is an excellent guide to dealing with angry customers. The article starts off with why customers get angry and has more than two dozen different ideas, tactics, tips, etc. to move that angry customer to one that is not just satisfied, but willing to share their positive experiences with their friends and colleagues. A great resource!
(Salesforce) According to research, brands are struggling to pull together a compelling experience. Based on insights from consumer surveys, there has never been a greater opportunity to redefine the customer experience, across marketing, sales and service.
My Comment: If you are a B2B operation, don’t think that this retail focused article isn’t for you. The information in this article is relevant to any type of business. These statistics and observations are not only what is happening in today’s world of business, but an indicator of how our customers want (or will want) to do business with us.
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