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.
9 New Findings from the 2021 State of the Contact Center Report by Tricia Morris
(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 that has anything to do with a contact center and customer support should be aware of.
Shifting the Customer Experience from a Cost Center to a Profit Center by Brian Solis
(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 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.
How 5 Brands Adapted Their Loyalty Programs for a Post-Covid World by Stephanie Miles
(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.
How to Provide Great Customer Service on Social Media by Atlanta Small Business Network
(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. Here is a good one that includes some basics, as well as some best practices that should be a part of every organization’s social media strategy.
Six Tips To Optimize Your Customer Service For First Touch Resolution by Logan Rush
(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.
Top Customer Experience Resources to Follow in 2021 by MK Marketing
(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 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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