Each week, I read many 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. Customer Service Heroes: 5 Happy Holiday Tales by Cassandra Vincent (CSAT.AI) The holiday season is […]
Each week, I read many 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.
(CSAT.AI) The holiday season is rife with customer service horror stories from both customers and workers. But there are the wonderful ones that keep the seasonal spirit alive and well. Here are happy holiday tales of customer service heroes to draw inspiration and good vibes from:
My Comment: If you’re reading today’s Top Five roundup on the day it was published, it’s the day after Christmas. I can’t think of a better way to start this week’s roundup than with this article that compiled five “Hallmark” type holiday stories. I’m honored the author included my story about the Ace Hardware manager that helped an older woman pick out her Christmas tree, delivered it to her home, and then decorated it with her. Happy Holidays!
(Forbes) In business, growth is generally associated with acquiring new customers. However, focusing solely on prospective customers can lead to excessive cash burn, which can rapidly jeopardize a company’s financial situation. To avoid such consequences, business owners should balance acquisition efforts with retention tactics. It is well documented that it is far less costly to retain existing customers, not to mention that there is a higher probability of customers repurchasing and spending more on subsequent orders.
My Comment: How can we get our customers to come back? Let me count the ways! Seriously, here are 13 ways that a group of savvy Forbes Council members compiled for us. There is something here for every type of business and industry.
(Retail Customer Experience) The year 2022 was a year of rebound, rebirth and technology as retailers, coming out of COVID-19, were centered on pulling shoppers back into stores while tackling a challenging supply chain scenario. Some retailers were still struggling to get inventory, others had too much and needed to alter marketing and merchandising plans.
My Comment: Here’s a look back at six of the most popular “headlines” in the retail world for 2022. A major retailer’s plans to expand, highly personalized apps, and more will give us an overall view of trends happening in retail.
(Retail TouchPoints) Even in a time of increasing economic pressures, today’s consumers need brands to give them more than just discounts. They expect their favorite brands to connect with them on a human level. They want to feel like you’re listening to them, catering to their unique needs and aligning with their personal values.
My Comment: If you think that customer loyalty programs are about discounts and points, think again. While this is a very short article, it reminds us that discounts and points are marketing. True loyalty programs make customers feel special and connected to the company.
(Entrepreneur) With each passing year, these desires increase and it’s important to evolve congruently. Over 65% of customers say that their experience on a website or app is a major factor in their willingness to recommend a brand. Several poor choices are detrimental to the CX (customer experience), so here’s what companies need to stop doing on digital platforms in 2023.
My Comment: The online experience is just as important as an in-person experience. Your website is a direct reflection of your company/brand. Whether it’s eCommerce or a self-service customer support option, all interactions are essential to the customer being comfortable and confident about doing business with you. Don’t succumb to the “fatal flaws” covered in this article.
Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com. Connect with Shep on LinkedIn.
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