Each week I read a number of customer service 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.
Rethinking Federal Customer Experience by Frank Konkel
(Nextgov) This eBook looks at how agencies are baking customer experience into their missions.
My Comment: Let’s kick off this week’s Top Five with an interesting concept: That the United States government could provide excellent customer service. Now, that’s an interesting concept! The government admits to delivering poor customer service. President Obama, during his second term in office, set out to change that. President Trump is continuing what’s been started. This could be an amazing case-study, as the government, generally thought to be at the very low end of customer satisfaction, works to turn public sentiment around. You’ll have to fill out a form to download the report titled, “Rethinking Federal Customer Experience.”
(Forbes) The marketing landscape has seen a tremendous shift in the last five years, largely due to data aggregation, and 2018 will be no different as communicators continue to gain a greater and increasingly granular understanding of customers.
My Comment: The Forrester CX Index indicates that customer experience declined this year. That’s a great opportunity for a business who wants to buck the trend. Work to keep your existing customers and impress new ones so they will come back. As this article points out, and rightly so, “The poor state of customer service is your biggest opportunity.”
5 Last Minute Holiday Customer Service Tips You Can Employ Now by Emily Johnson
(HuffPost) Service and support teams need to be ready to handle the influx of eager shoppers—both online and in store. That means that your teams have to do more than guarantee a terrific on-site customer experience. They have to ensure customers’ online experiences run smoothly.
My Comment: For many businesses (even if you’re not a retailer), holiday sales are higher than the rest of the year. Every business must be prepared in busy times for the increase in customers. This is an opportunity for an increase in sales, but if not handled well can be frustrating for customers. This short article has five customer service tips on how to deal with the holiday rush – or any other busy time.
Forget Happiness, This Is the Top Emotion for Customer Support by Jeff Toister
(Toister Solutions) I went from feeling frustrated and anxious to feeling relieved. For support teams, customer relief is much more important than happiness.
My Comment: When it comes to customer emotions, happiness seems like a good one. And happiness is what customers will feel when everything is going right until something goes wrong. Then an even more powerful emotion needs to kick in… relief. Relief can take you back to happiness, and maybe even create customer confidence (a key to creating loyalty) along the way.
5 Customer Experience Lessons from the World’s Biggest Brands Marketing by Kristian Bannister
(Brandwatch) In this blog post, we explore five customer experience lessons from the world’s biggest brands to inspire your strategy. Learn how to offer a better customer experience than your competitors—and increase your bottom line.
My Comment: The title of this article sums it up perfectly. Here are five great customer experience lessons from five iconic rock star brands. Regardless of how big or small your organization is, there is something here for any size and any type of business.
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