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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. 10 Companies That Are Moving The Needle in Customer Experience by Comparably (Comparably) “We’re in […]
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.
(Comparably) “We’re in the era of the customer,” says one of these ten companies that are working on products that will sharpen, ease, and perfect the customer experience. There have never been more ways to engage a customer than right now. These businesses know that what the modern consumer wants are simplicity and style from that transactional moment and beyond.
My Comment: Let’s start off this week’s Top Five roundup with some commentary from ten companies that are customer-focused and pushing for a better CX. What I really appreciate about this article is that you may not know all the companies represented here, but they all have something good to share on this most important topic.
(MarTech Series) Companies that focus on building a strong customer experience strategy have been known to experience reduce churn rates and increased revenues. A well-balanced customer experience strategy can impact every area of the business, enabling better sales/marketing/operational outcomes.
My Comment: Customer experience is a driver of customer loyalty, and that’s exactly how this article starts. Here are several ways to drive loyalty using data, feedback, benchmarking with others, and more.
(Retail Customer Experience) Angelo Coletta, the founder of Zakeke, defines personalization and customization within the retail customer experience and the vastly different benefits provided both in-store and online.
My Comment: I love this topic. A personalized and customized experience is not necessarily the same. This article gives clear definitions of both experiences. It will be up to you to decide which is right for you. Maybe both!
(Inc. Magazine) The standard customer service on-hold verbiage is weasel wording of the worst stripe. Here are the nine worst offenders and what they really mean.
My Comment: I love a good list, and this one is better than good. These are the phrases that customers hate to hear! Not only are the phrases true, but the author’s interpretation will probably make you laugh out loud. Definitely worth sharing in a team meeting for both the educational value and the smiles and laughs you get when you read some of them aloud.
(Robin Lewis) Even before the pandemic hit the U.S. market, customer service has been on a decline. Looking back over the past year and half, America’s “Great Service Decline” has continued, accelerated by a number of disruptive post-Covid issues.
My Comment: Is America in a customer service crisis? Retail expert, Shelley Kohan, shares her thoughts on why customer service is, in her opinion, on the decline. She backs it up with plenty of examples and stats. While I agree with much of what she shares, I wonder if service is really in a decline or if customer expectations are higher because they have learned (from rockstar companies) what a great service experience looks like. Read the article and you can make your own decision.
(Linkedin Pulse) The evolution of B2B sales is being influenced not just by advances in sales technology and the proliferation of virtual selling, but by outside forces as well. Buyer expectations are being reshaped by the experiences they have as consumers and human beings in their everyday lives.
My Comment: This is an excellent article that focuses on how great service and CX providers are setting the customers’ expectations higher than ever. It references one of my recent Forbes articles about the Netflix experience becoming a B2B standard. I appreciate Amanda B’s take on this important subject.
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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