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. Balancing Humanization and Digitization: 3 Key Customer Service Trends by Jordy Leiser (TotalRetail) […]
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.
Balancing Humanization and Digitization: 3 Key Customer Service Trends by Jordy Leiser
(TotalRetail) Customer service will continue to be a key differentiator in 2021 and beyond, and it’s therefore vital that brands meet the rising expectations of their customers. Here are three customer service trends brands should prepare for in 2021.
My Comment: This is an interesting article written by Jordy Leiser, the founder of Stella Connect. I’ve been preaching there needs to be a balance between the digital customer service experience and the human one. Here are the trends we need to know and understand, especially if you plan to implement self-service solutions for your customers to use. Some of the stats surprise me (and might surprise you), but they make his case.
Customer experience in 2025: here’s where we’re heading by Chris McGugan
(ClickZ) By 2025, it’s likely that nine dollars of every $10 will be spent on the digital experience versus phone/voice. Oracle Service’s SVP and GM, Chris McGugan predicts customer experience for the years to come.
My Comment: A perfect follow-up to Jordy Leiser’s article (our first in the Top Five roundup) is this article that predicts that by 2025 everything will be automated. I’m betting against it. That’s just too soon. Had the author said 2035, I might buy into this. Still, I enjoyed a glimpse into the future.
Help Your Business Stand Out in 2021 With These 6 Tips by Angela Hausman
(Market Maven) Here are a few tips to help your business stand out in 2021.
My Comment: Here is an excellent list of six ideas to create a better customer experience. My favorite was the second one, which focuses on giving away valuable content for free. If you want to build a trusted following with a community of customers and prospects, provide easy-to-access value that gets them coming back for more. And that’s just one of the five.
Building Trust and Credibility for Your Business: Tips to Avoid Mistakes by Angela Hausman, PhD
(Business2Community) Read on to learn more about how you can use relatively simple tactics to build trust and credibility for your business.
My Comment: Trust is a very important asset for a company. My friend David Horsager, author of the recently published book The Trusted Leader, says (backed with research) that trust is an organization’s most important asset. This article shares some tips that apply to most businesses. They will be excellent conversation starters to ensure that your organization is delivering a trustworthy experience.
12 Customer Experience Stats Show Why Resolving Channel Silos Is Crucial Today by Medallia
(CMSWire) Here are 12 good customer experiences stats featured in Medallia’s “Contact Center and Digital, Better Together” eBook that illustrate the urgency of why brands need to close the gap between their digital and traditional customer service channels to improve both overall and digital customer experiences.
My Comment: This final article for this week’s list is a bit technical, but if you are in the customer support and contact center world, it is an essential read. Here are the stats from recent research that give insights into what customers are experiencing with the multiple channels they are using. Some companies are taking advantage of this, while others are going to have to play catch-up.
The Top Customer Experience Podcasts (Updated March ’21) by Adam Ramshaw
(Genroe) To be featured on this list the podcast must be in active, regular production. Podcasts which appear to have ceased production or are only published occasionally have been excluded.
My Comment: If you listen to podcasts on customer service and customer experience, then you’ll want to read this article. Here are the top-rated podcasts in the industry. Start listening today!
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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