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. 9 New Findings from the 2021 State of the Contact Center Report by […]
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.
(CustomerThink) Here are nine new findings from the 2021 State of the Contact Center Report which included 400 US and UK contact center and customer experience leaders.
My comment: You know I love stats and facts about anything related to customer service and CX. Tricia Morris has compiled a list of nine findings that anyone who has anything to do with a contact center and customer support should be aware of.
(ZDNeT) Customer service is experiencing a renaissance, and with the right imagination, intention, and technology, it can also become a business growth engine by driving satisfaction, sales, and loyalty.
My comment: One of the compelling propositions for our clients interested in our customer service training programs is that customer service doesn’t cost. It pays. Brian Solis has a compelling article about this very topic. One of the main points is that customer service is becoming the face of a brand. Think about that! Once you adopt that mindset, you’ll see how some of the best marketing, customer retention, and more come from your customer service and support.
(Street Fight) Here’s how five brands have navigated the changes and adapted their loyalty programs to meet new consumer demands.
My comment: Whenever there is a chance to learn what major brands are doing to be successful and create a better customer experience, I pay close attention. This article features how five recognizable brands have adapted their customer loyalty programs to meet today’s post-Covid world.
(ASBN) This article shares some ways to build and maintain your reputation while providing customers with the best possible service.
My comment: It has been quite some time since I’ve included an article about social media customer service. However, here is a good one that includes some basics. Furthermore, it outlines some best practices that should be a part of every organization’s social media strategy.
(Forbes) By prioritizing first touch resolution, organizations of all types and at all levels of customer service can push back against those preconceived notions.
My comment: You can call it first touch resolution, first call resolution, or anything else with the idea that the customer should only have to call customer support just one time to get their issue resolved. Even better is that on that “one call,” they should only have to talk to one person, or at worst be transferred just one time.
(MattsenKumar) Customer experience’s true success is best represented by the fact that organizations are now diverting their marketing funds towards customer experience innovations. Here are the top customer service influencers and resources to follow.
My comment: It is truly an honor to be included in this list of top customer experience resources. I ended up in two categories: influencers and podcasts. (Thank you MattsenKumar!)
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.
Sign up for instant access to Shep’s research report on customer service and customer experience.
"*" indicates required fields
© 2024 Shepard Presentations, LLC. All Rights Reserved.
Legal Information | Sitemap | Site by: digitalONDA
Legal Information | Sitemap Legap
Site by: digitalONDA