Top 5 Customer Service Articles For the Week of August 2, 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.

Customer Experience Strategies to Annoy or Delight Your Customers by Phil Britt

(CMSWire) Let’s be frank: no company goes out of its way to produce miserable customer experiences. And yet, they happen. Any strategy a company takes is one it believes will improve customer experience (CX). But often what a company thinks the customer wants is different from what they in fact want.

My Comment: What do you do that annoys your customers? Here are three ways to do so along with some “crowd-pleasing” strategies. The article starts with the idea that often we think we know what our customers want, but what they actually want is different.

Three Surprising Facts About Customer Experience by Brad Cleveland

(Forbes) Customer experience encompasses far more than your products, customer service, technologies, processes, and culture. It’s all those things — and more — and how they work together. It’s big. But it’s also the latest, even seemingly insignificant interaction you had with a customer.

My Comment: There is a theme to the first two entries in this week’s Top Five roundup. One of the three “surprising facts” is the disconnect between what leadership thinks about their CX and what customers think. Okay, not a surprise anymore. You’ll have to read the article to get the other two.

9 Actionable Tips For ECommerce Multichannel Marketing by Nick Shaw

(CustomerThink) In a world where smartphones are ubiquitous and 76% of adults living in advanced economies have a world of information at their fingertips, it should be no surprise that the future of marketing lies in tapping into the customer’s online experience.

My Comment: In the eCommerce world, our customers are using multiple channels to connect with us. The article starts off with some stats and facts about why consumers unfollow brands. It then shares nine tips to create a better experience for your customers which will help keep them and nurture them into becoming repeat customers.

What Does Customer Loyalty Mean For Your Business? by Syrow Editorial Team

(Syrow) Customer satisfaction is about how your customers feel about your brand or offerings. Customer loyalty, on the other hand, is the attitude that ensures your brand’s “stickiness” and keeps customers staunch over time.

My Comment: The article starts with the popular Walt Disney quote: “Do what you do so well that they will want to see it again and bring their friends.” (I love that one!) The gist of the article is about the difference between satisfied customers and loyal customers. The author shares their favorite measurement tools and why they may help you measure more than just customer satisfaction.

Why Messaging is the Gateway to Great Customer Experiences by Tristan Gadsby

(Hospitality Net) Developing relationships is the heart of hospitality and technology will never replace the fundamentals, however, the COVID-19 pandemic has brought forward the need for contactless technologies.

My Comment: Messaging customers important information is another way to create a better experience. Customers love communication. It gives them a feeling of control and confidence. While this article focuses on messaging in the hospitality industry, there are ideas that can cross into almost every industry.

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.