Top 5 Customer Service & CX Articles for the Week of November 22, 2021

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

6 Ways To Create Customer Experience Consistency Throughout Your Organization by John R. DiJulius

(Franchise Update Media) Is the level of experience your customers receive dependent on which employee they encounter? Are there certain employees on your team you hope your best clients interact with? If so, then you have what is known as employee roulette. Employee roulette is a problem most organizations have.

My Comment: John DiJulius is one of the leading customer experience experts in the world. When he talks, I listen. When he writes, I read. This article shares some simple ways to improve the customer experience. My favorite is… Well, I like all of them.

15 Tips For Improving Your Customer Experience Strategy by Forbes Communications Council

(Forbes) If you’re seeking to better understand how your customers feel and think about your business so that you can improve how they experience it, see the expert tips below. Here, members of Forbes Communications Council share their best insights to help you devise an effective strategy for improving your CX.

My Comment: Here’s another list that includes 15 more tips to improve CX. I really appreciate the first one, which is about every level of the organization speaking with customers. There is no way to know what a customer is thinking if you don’t interact with them. While there are plenty of people on the front line to share information, nothing beats hearing it firsthand. My comments here aren’t as much directed at all employees, which is what the tip implies, but really at leadership. If the leadership isn’t getting out of their offices and communicating directly with customers, they are missing the opportunity to hear from one of their best assets, their customers.

The Secret to a Superb Customer Service Team? Hiring Actual Customers by Gabrielle Bienasz

(Inc. Magazine) Organic baby food company Little Spoon unlocked a competitive advantage when a conversation about baby food turned into something bigger.

My Comment: This is a super quick read – about 60-90 seconds, but don’t let brevity get in the way of thinking there isn’t a good idea here. Hiring customers isn’t new. I wrote about this in my book The Amazement Revolution almost ten years ago when I featured The Container Store and how they hire some of its best customers. Maybe one (or some) of your best customers might want to work for you?

Your In-Store Customer Experience and Bottom Line Are Linked. Here’s Why by Bobby Marhamat

(TotalRetail) Regardless of retail’s latest headwind, brick-and-mortar organizations continue to embrace their enduring mission: get consumers into retail locations and convince them to part with their money. The emphasis on e-commerce over the past year or so hasn’t changed this mission, but it has re-emphasized that customers want unique in-store experiences.

My Comment: The online/digital world has created a new way for consumers to buy. This has taken its toll on traditional brick-and-mortar retail stores. This article shares some excellent ideas on how to create a better in-store experience that contributes directly to the bottom line. If you can get a customer to your store and manage the experience correctly, you’ll see repeat and loyal business, higher spending per visit and per customer, and more.

17 Customer Service Horror Stories That Prove The Customer Is — In Fact — Sometimes Wrong by Allie Hayes

(BuzzFeed) We recently asked customer service and retail workers in our BuzzFeed Community, “What’s your wildest ‘Holy heck, this customer is almost hilariously irrational’ story?” Well, their absolutely unhinged anecdotes inspired others to share even MORE tales of C.S. terror!

My Comment: Let’s close out this week with a fun one. Here are some customer service horror stories. Is the customer always right? The short answer is, NO! But, they are always the customer, so let them be wrong with dignity and respect. However, some of these stories test this theory! Some of these might make you even laugh out loud!

BONUS

Black Friday and Cyber Monday Trends in Retail in 2021 by Monika Kisielewska

(Tidio) We decided to take a closer look at customer expectations about this hot period in the retail sector and how businesses can prepare. So, we surveyed 1,000+ US consumers to learn what they thought.

My Comment: Here’s a nice bonus from our friends at Tidio.net. Their recent research includes some interesting stats, facts, and trends related to Black Friday and Cyber Monday.