Top 5 Customer Service Articles For the Week of April 13, 2020

Each week I read a number of 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.

How to Identify Customer Friction by Joe Procopio

(Built In) Customer friction is any step in the customer experience that impedes the customer from buying the product, having success with the product, or finding value in the product.

My Comment: Before we get into my comment, I want to give you five Top Five articles that have nothing to do with COVID-19. So, let’s start with an article on customer friction, which most of the time we want to avoid, but sometimes is not avoidable. Given that I wrote an entire book on the concept of reducing friction (The Convenience Revolution), I found this article to be spot on.

Make White-Glove Customer Experiences the Norm by Mark Smith

(CMSWire) How can you create white-glove experiences, the kind that are typical at a high-end retailer or spa, across the entire customer journey? Here are a few key steps that will get you there.

My Comment: The concept of “white glove service” can be much more than just being acutely attentive to the customer. The concept of a fine hotel or fancy restaurant comes to mind. But, there is so much more that can be done in almost any type of business. When you add data and automation at the right time and for the right circumstance, you can deliver an unexpected level of service that might raise the experience to the level of “white glove.”

Business Communication In The Customer Experience Era by Tosho Trajanov

(Forbes) In a saturated market, the experience often trumps the product.

My Comment: We are in the “Age of the Customer,” and customers expect more than ever when it comes to service and experience. And that includes communication as well. This article focuses on how to leverage communication to meet, if not exceed, the customer’s expectations.

Five Tips To Boost Employee Engagement In The Finance Industry by Robert Roley

(Forbes) Here are five tips to boost your organization’s performance through greater employee engagement.

My Comment: Just because this article has a spotlight on the finance industry doesn’t mean you shouldn’t read it if you’re not a bank or insurance company. The author had me at his first of five points: Don’t mistake retention for engagement. Yes! Sometimes companies have a “sticky” product, meaning it’s difficult to switch. But, if they aren’t 100% happy and they find an easy way to move, they will. Okay, that’s the first. Find out the other four for yourself.

7 Global CX Experts Reveal How to Prove the Business Value of Customer Experience by Bob Thompson

(CustomerThink) For the past three years (starting with this article) I’ve been banging the drum about a worrisome problem. Namely, less than one in four CX initiatives can demonstrate business impact in the form of tangible benefits.

My Comment: Bob Thompson is the CEO of CustomerThink and does a great service by offering us a repository of articles on customer service, experience and other related business topics. (Thanks Bob!) The article starts with an alarming statement: Less than one in four CX initiatives can demonstrate business impact in the form of tangible benefits. (Ouch!) He calls upon seven experts to help shed light on how to have CX success.

BONUSES

In the midst of COVID-19 don’t get mad, get smart by Chip Bell

(Retail Customer Experience) We are seeing a surge in innovative adaptions in the light of new health challenges.

My Comment: Okay… I promised I wouldn’t include a Top Five article that had anything to do with COVID-19. So, this is a bonus, not officially part of the Top Five, but I wanted to share it. My friend and fellow customer service expert, Chip Bell, shared a fun and interesting article about how some companies aren’t getting mad about the pandemic… They are getting smart with alternative ways to make their customers happy.

Zappos Set Up a Coronavirus Hotline — Here’s the Unexpected Way it Will Help Customers Stressed About the Pandemic by Barbara Schneider-Levy

(FootWear News) Zappos is taking a step out of the box to offer aid amid the coronavirus crisis. The company, known for its friendly staff, has launched its new Customer Service Anything Hotline to help people find answers or solutions as they deal with the pandemic — and no purchase is required.

My Comment: Okay… another COVID-19 article – and still not officially part of the Top Five. A bonus about what our friends at Zappos.com are doing. Their customer service agents are going far beyond answering a question about merchandise. They’ll answer anything about the coronavirus pandemic – actually they will answer a question about anything! (Really!) Once again, Zappos creates another legendary level of customer service.

Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. For information on The Customer Focus™ customer service training programs go to www.TheCustomerFocus.com. Follow on Twitter: @Hyken