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 the Digital Era Is Redefining Customer Experience by John Finch (No Jitter) […]
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 the Digital Era Is Redefining Customer Experience by John Finch
(No Jitter) As customers become more reliant on non-voice methods of communication, CCaaS serves as a necessary aggregation platform.
My Comment: We’re in a digital age. Our customers are expecting, if not demanding, that the companies they do business with have alternatives (emphasizing the plural) to the traditional phone support. Where did the digital era start? Back in the 1960s. The author gives us a little history and some current insights into what we need to do in the digital age of customer service.
10 Marketing Lessons from Apple [Infographic] by The Website Group
(The Website Group) Read on for a list of 10 marketing techniques that Apple has used to build one of the most well-known brands in the world!
My Comment: Customer experience and marketing are very much connected. This short article and infographic has ten marketing tips that cross over to the CX world. Number one is keeping it simple. Number six is about creating experiences, not just products. Couldn’t get any closer to CX than that!
Bigfoot Customer Service. What Is It and Why Are You Still Giving It? by By Steve DiGioia
(Steve DiGioia) Bigfoot. The elusive missing link between humans and apes. But what does he have to do with customer service? Well, plenty. There are many similarities between the creature and the service many of us dish-out to our customers. That’s why I call it, Bigfoot customer service. Let’s get into it.
My Comment: We all know what Bigfoot is; something between a human and an ape. Some claim they have seen Bigfoot, but much of that is a rumor. So, maybe Bigfoot is real, or maybe he/she/it is not. Customer service expert Steve Digioia has written a short and humorous article about how some companies deliver Bigfoot style customer service. I love the metaphor.
How B2B Companies Can Up Their Customer Experience Game Based on Insights from Nicholas Caffentzis
(KelloggInsight) Most companies focus on their own sales targets. They should be focusing on their clients’.
My Comment: I’ve talked to executives from B2B companies who feel that customer experience is not as important to them as it is for consumer-focused B2C companies. That can’t be further from the truth. It’s just as important and maybe even more so, as many B2B’s have few clients than typical B2C’s. Here are some great insights – and even though they are focused on B2B – have relevance to all types of companies.
5 ways to increase customer retention in 2020 by Michael Barnard
(CustomerThink) We have outlined 5 simple steps for you to increase your customer retention in 2020 and ultimately grow your revenue today and into the future.
My Comment: How do you increase customer retention? Determine who your best customers are and then find more just like them. While that’s an over-simplification of one of the points, it’s a good one. And, while the focus is on retention, giving the customer the right experience will not only retain them but could make them loyal.
Top 10 Customer Satisfaction Quotes By Leading Industry Experts! by Lipi Khandelwal
(MarTech Advisor) In this article, we explore customer satisfaction and its importance through selected quotes from leading industry experts.
My Comment: Our friends at Martech Advisor assembled ten quotes from some very notable customer experience experts. (I’m honored to be included.) I think you’ll find more than one of them to be inspiring – and a possible topic to discuss at your next team meeting.
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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