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. 13 ways to retain existing loyal clients—no matter what the market climate by Fast Company […]
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.
(Fast Company) Reassuring your customer base that you value their business and want them to succeed—whether they’re up or down—is what really matters and builds better partnerships.
My Comment: The last three years have proven to be interesting, if not scary times. First, a pandemic, followed by supply chain issues, employment problems, and now, a shaky economy. How do you keep your loyal customers? The Fast Company Executive Board gives us plenty of ways to do so.
(ZDNET) Research shows that 80% of high performing field service organizations use artificial intelligence.
My Comment: If you have service technicians in the field, you will enjoy this article by CX guru Vala Afshar, who covers how AI supports customer service and experience efforts. The article starts with stats and facts that make a case for why delivering excellent service is non-negotiable. This is followed by three trends from the Salesforce State of Service research and five takeaways.
(Call Centre Helper) Here are some of the top initiatives contact centre managers need to be keeping a close eye on, to avoid their operations being left behind.
My Comment: This excellent article focuses on strategies and tactics to consider for your call center. It starts with the important topic of keeping your best people. Next is my commentary on self-service and convenience, featuring findings from our customer service research. Throw in four more initiatives, and you have plenty of good ideas worth your consideration.
(Insider Intelligence) As brand loyalty declines, deals remain a surefire way to win over consumers. Shoppers get discounts and retailers get invaluable first-party data. It’s a win-win. Here are five charts on how to up your loyalty game.
My Comment: This is one of the more interesting articles about loyalty programs. It takes five ideas, such as “Give the people what they want (the rewards),” and supports the idea with research, stats, and facts. For example, the number one perk customers want is discounts over freebies. It also includes some findings on why customers would leave your program.
(HBR) In this article, the authors list 40 tools — some familiar but underutilized, others unfamiliar and innovative — that can help companies find and keep the people they need to succeed in both the short-term and the long-term.
My Comment: What happens when a Harvard Business School professor teams up with partners at Boston Consulting Group to write about hiring? You get a list of 40 ideas to get you thinking about what to do, change, stop doing, and more when it comes to your hiring practices. If you want to attract and keep your best talent, take a few minute to read this article.
(Forbes) Time-tested practices can land you the best table at a restaurant, an upgraded hotel room, or expedited service from the contact center agent. I asked seven world-famous customer experience gurus to share their secrets for being well served.
My Comment: This week, I’m including several bonus articles. This first one is written by fellow customer service expert Chip Bell. He called upon seven of his friends, myself included, to share how to get the best customer service. This isn’t about giving good service but getting good service.
(Steven Van Belleghem) I am always looking for interesting sources to update my customer experience knowledge. To kick start 2023, here you can find some of my favorite customer experience blogs
My Comment: Steven Van Belleghem is one of the top CX experts in the world. He assembled a list of the 13 most popular customer experience (CX) blogs. This is a list of the best-of-the-best, including Seth Godin, Brian Solis, Gary Vaynerchuk, and more. (Thank you, Steven, for including me on this prestigious list.)
(Manhattan Marketing Journal) What if we have other cognitive biases that can be decoded and what can we learn from them? How do they impact business decisions? What trends can they reveal in consumer behavior? What do they tell us about society as a whole?
My Comment: I wanted to share this article for two reasons. First, I always find it fascinating why people buy. Second, while the title doesn’t imply anything related to customer service or experience, it does include some of my commentary and research on how customer service helps drive buying behaviors. It’s a quick read that will make you ask yourself, “Is this why I buy?”
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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