Shep Hyken\'s Customer Service Blog

5 Top Customer Service Articles for the Week of September 17, 2018

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.

The Violence of The Customer Experience by Mary Drumond and Guilherme Cerqueira

(Worthix) The Customer Experience Economy is the most violent economy in the history of capitalism.

My Comment: Ignoring the customer experience movement can end with the “violent death” of your business. This article reminds us of some of the brands who have fallen to their demise because of the commoditization of their products and experiences. A focus on customer experience is one of your top strategies to survive and thrive.

16 Tactics for Boosting Your First Contact Resolution Rate by Alan Finlay

(Relay) Once you’ve figured out how to measure your current FCR, you can experiment with the tactics outlined to improve your rate.

My Comment: Do your customers ever reach out to you with problems are complaints? Whether you’re a support center or just someone who is in charge of taking customer complaint calls, you know the importance of First Call/Contact Resolution (FCR). Here are 16 ways that will help you get your customers’ issues resolved on their first attempt.

Are Your Customer Experience Metrics Setting You Up For Success? bInge de Bleecker 

(CMSWire) No two customer interactions are the same, so what constitutes success for one company might not make the cut at another. That’s why it is so important to determine ahead of time what ‘success’ means for you and your organization.

My Comment: How do you measure CX success? What metrics are you using to determine if your CX efforts are working? This short article sheds some light on the most popular ways companies are determining that their customer experience efforts are working.

Customer Experience Metrics, Through a New Lens by Diane Gordon 

(CMSWire) Rather than rehashing a list of frequently discussed CX metrics, I thought it would be interesting to approach measurement through the lens of the acquisition, engagement and retention framework.

My Comment: As long as we’re on the topic of customer experience metrics, here’s another article that looks at three alternative views to measure the success of your CX efforts; acquisition, engagement and retention.

Tech Brands Dominate Brand Loyalty Rankings By Paul Ausick

(24/7 Wall St.) Of the top 100 product categories and brands in a new ranking of customer loyalty leaders, more than a third (35%) are tech companies engaged in digital technology, social networks and products.

My Comment: Which brands are the leaders in customer loyalty? It won’t surprise you to know that companies like Amazon (online retail) and Apple (smartphones and computers) lead the pack. But what about a company like Hyundai (automotive) who ended up 14th on the list of top loyalty leaders. And, you’ll be surprised at the brands that dropped the most in the last year.

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 Follow on Twitter: @Hyken


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