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. Consumers Prefer Traffic Jams Over a Bad Customer Experience by Retail Customer Experience (Retail Customer […]
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.
(Retail Customer Experience) More than half, 60%, of consumers would rather sit in a traffic jam than have a poor customer experience, according to a Telus International survey. They also expect a faster, more intimate interaction and the option for automation technology, according to a press release on the findings.
My Comment: Let’s start this week’s roundup with a fun one. I love customer service statistics, and this short article has several. The headline is a fun one. Apparently, 60% of the consumers surveyed would rather sit in a traffic jam than have a poor customer experience. While there are some serious stats and facts in the article, the article closes with a fun one, which is that 27% identified Darth Vader as a fictional character most likely to provide the worst customer experience.
(CustomerThink) Customer loyalty best practices constantly evolve. So even if your program previously achieved great results, failing to update it frequently to keep customers engaged may mean you lose money, opportunities, or both. Consider these top 10 signs your brand’s loyalty program needs revision—plus some ideas about how to get it done.
My Comment: Next on our top 5 is a list of why your loyalty program might need an update. If you have a loyalty program, you will enjoy this list. One of the thoughts I had after reading the article was that loyalty programs are typically meant to get customers to come back. It doesn’t mean they are truly loyal, but they still come back, which is great. You want customers that keep coming back. Just understand why.
(ContactCentres) The pandemic had a significant impact on how we engage with brands, with nationwide lockdowns prohibiting face-to-face interactions and requiring both businesses and consumers to embrace digital alternatives. Now, as customers start to engage with brands more holistically again, interacting both in-person and virtually, organizations across all sectors need to ensure they are able to meet customer expectations at every touch-point to retain their customers.
My Comment: This is an excellent article that mirrors my philosophy that the customer service agent’s job is much more than just answering questions and solving problems. They are the front-line ambassadors of the company that help get customers to come back, generate revenue, and create raving fans.
(MarTech Series) Good news: Customer service doesn’t have to be a battle of customer vs. company. Instead of treating customer service like an afterthought or an overhead cost, your company has an opportunity to turn customer service into a revenue generator and a strategy to create a long-lasting competitive advantage.
My Comment: This interesting article makes the case that a brand app is a great way to connect with your customer. When a customer takes the time to download an app, it’s a commitment. It shows interest and takes several steps to find the app in the “store,” download it, open it, log in, set up an account, etc. If they are willing to do that, there is obvious interest. Ultimately, according to the author, the app can become the “hub of your customer experience.”
(Inc. Magazine) What makes a brand essential? In today’s marketplace of infinite choice, you should assume that any brand is replaceable — yes, including yours. It doesn’t take much digging to find a competitor for consumers to send their business to. No Ubers available in the area? Consumers may turn to Lyft. That cup of Starbucks killing the pocketbook? Dunkin’ may start to gain appeal. With so many alternative providers, your brand’s relevance is always on the chopping block. So how is it that some brands manage to rise above the rest and maintain customer loyalty, time and time again?
My Comment: Every customer wants these five “consumer need states,” which is just a fancy way of saying “desires.” And these are not limited to retail consumers. B2B customers have the same needs/desires. This is not rocket science. These are the basics that all customers – of any type of business – want from the companies and people they do business with.
Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. Go to The Customer Focus™ to learn more about our customer service training programs. Follow on Twitter: @Hyken
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