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. Which is Your CX Priority: Satisfied Customers or Profit? by Mary Drumond (LinkedIn) What […]
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.
Which is Your CX Priority: Satisfied Customers or Profit? by Mary Drumond
(LinkedIn) What should your ultimate goal be when designing your customers’ experiences? Well, you might assume the logical response to be “to have satisfied customers”. I, however, am not that sure.
My Comment: Someone once told me that if you chase profit over the customer, you may not get profit or the customer. But, if you chase the customer, you’ll most likely end up with both. The idea is that putting the customer before the sale is a good strategy. This article reminds of this strategy. Satisfied customers or profit. What’s your priority?
9 Customer Service Mistakes You Need to Stop Making by Kinga Odziemek
(G2 Crowd) Providing great customer service is not a choice or luxury; it’s a standard your customers expect.
My Comment: Most of the lists people compile (myself included) are how to’s. Well, here are nine “how to not’s” to consider in your customer service strategy. Some of these are pretty basic, but it’s the basics that can drive business. So, which one (or more) of these mistakes is your organization guilty of committing?
Only 8% of stores use live chat correctly, new report says by Kimberly Collins
(ClickZ) Customer service provider Simplr has released a new report on the most common customer service pitfalls among eCommerce brands. They look specifically at the customer service experience of 500 US-based brands in “high-growth mode” in the month of May 2019.
My Comment: Another list of mistakes to avoid… This one is focused on live chat and customer service in the retail industry. Even if you’re not in retail, you should read this article. It’s filled with information that will make you say to yourself, “We had better not be doing that.” Consider this little factoid. Email inquiries that had been redirected from a chat took an average response time of 20 hours – and some companies took more than two days! If live chat and chatbots are part of your customer service strategy, read this article.
Creating Company Culture to Strengthen Customer Service Agent Support by Cassandra Vincent
(Nevadas) There are ways to strengthen customer service agent support resulting in quality work and reducing churn. With excessive turnover in contact centers impacting metrics, keeping great agents is good ROI.
My Comment: Do you want better customer service? The first place to go is to the leadership. Have they helped to create the culture that fosters a better customer service experience? Yes, culture is the first step. Hiring right, having the right tools and more are good, but won’t be nearly as effective is what’s behind the scenes is the right culture to drive the experience.
3 Ways Marketing Creates Customer Experience Leadership by Lynn Hunsaker
(Clear Action) Marketing’s role in customer experience leadership can be powerful, especially if it’s managed holistically.
My Comment: It’s been said that customer experience is the new marketing. In many ways, it really is. The experience is what brings people back, and even better, gets them to talk about you to their friends and colleagues. (Of course, you want that experience to be good! Trust me when I tell you that if it’s bad, they will talk about that experience, too.) This article summarizes three strategies that will help you understand what goes into creating a good customer experience.
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
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