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. 10 Ways To Provide a Cutting-Edge Retail Customer Experience by Janelle Estes (Street […]
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.
10 Ways To Provide a Cutting-Edge Retail Customer Experience by Janelle Estes
(Street Fight) What does that look and feel like? Here are 10 examples of best practices that represent the state of the art in retail CX.
My Comment: Don’t be fooled by the word “Retail” in the title. While the article does focus on Customer Experience strategies for retail, many are also applicable to B2B – or any type of organization. I’m sure the Instagram strategy won’t appeal to most B2B’s, but there’s still plenty of good ideas to consider.
Top 5 B2B Customer Experience (CX) Best Practices for 2020! by Lipi Khandelwal
(Martech Advisor) This article unveils the top 5 B2B customer experience (CX) best practices for 2020.
My Comment: And, for those that still felt the first of my Top Five roundup was too retail focus, along comes this article that’s all about CX and B2B. Here are some important reminders for us to consider, starting with creating your Customer Journey Map. (I’m still surprised at the number of businesses that haven’t even created their JM.)
Predictive AI and Customer Experience: What’s Next? by Benjamin Hunting
(SmarterCX) Artificial intelligence has already impacted the customer experience across a wide range of industries. Although the workings are mostly transparent, with the data analysis AI is commonly leveraged for occurring largely behind the scenes, for some services, the effect is front and center.
My Comment: This is a VERY short article that introduces us to the concept of “Predictive Personalization.” Consider that Amazon makes suggestions about what you’ll purchase next based on your buying history. Or that Netflix makes suggestions based on what you’ve watched in the past. Beyond sales suggestions, we’re seeing this pop up in suggestions for maintenance, upgrades and more.
How to Avoid Providing a Bad Customer Experience by Rieva Lesonsky
(Small Business Trends) Ready to win back a customer after a bad customer service complaint? It may already be too late.
My Comment: Some surveys say that a customer will switch to another brand after just one bad experience. The stakes are higher than ever. Here is a shortlist of seven “exasperating” customer service turn-offs, with a few suggestions on what it takes to keep your customers coming back.
How to Run a Successful Customer Advisory Board Program: 5 Proven Tips by Rob Jensen
(CMSWire) For marketers who are interested in gathering more impactful, strategic input from customer executives, customer advisory boards (CABs) are the proven way to uncover such valuable feedback. Such insights here can include developing entirely new products or services, new markets and customer segments to target, and partner and M&A candidates.
My Comment: Giving your customer a “seat at the table” is an underutilized strategy. Yet consider taking it to the next level, going beyond just a seat and inviting a number of customers to build out your Customer Advisory Board? If you’re truly interested in what customers have to say, don’t just keep one seat open. Give them the entire table!
16 Inspiring Customer Service Quotes To Swear by Krishna Charan
(Freshdesk) We have compiled a set of great customer service quotes, from which you can consume as quick thought leadership lessons on delighting customers. These quotes about customer service will help you realize the huge positive impact you’re making on the daily lives of customers and the success of your organization.
My Comment: I always enjoy inspirational and motivational quotes, especially when they are focused on customer service and CX. Here’s an A-Z (Amazon to Zappos) list of quotes from many recognizable (and not so recognizable) experts. I’m honored that FreshDesk included one of my quotes on this list.
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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