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. Gift Experiences Can Create an Emotional Connection With Customers by Wise Marketer Staff […]
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.
Gift Experiences Can Create an Emotional Connection With Customers by Wise Marketer Staff
(The Wise Marketer) The psychological impact of gifting, when created and delivered with specific design, has a powerful impact on customer behavior. In contrast to a loyalty program, gifting is a cost effective way to achieve tangible and significant results.
My Comment: Happy Holidays! We are just heading out of the gifting season, but it’s not too late to understand the impact a gift to a customer can make. This is an interesting article on how a gift can create a psychological impact, increase loyalty and more. The author also shares a few ideas on a gifting reward strategy.
Mastercard: Consumer Experience Is Loyalty’s New Currency by PYMNTS
(PYMNTS) “I’m a consumer. Why should I keep coming back to you?” The question comes from Mastercard’s Loyalty and Engagement President Francis Hondal as she addressed the changes brought to consumers as a result of the pandemic and changes that need to be made in loyalty programs designed to attract them.
My Comment: Here is a fascinating article about loyalty and the customer experience. The article starts with the question: “I’m a consumer. Why should I keep coming back to you?” It turns out that loyalty programs that give you points for your business may be taking a second seat to the customer experience. I’ve always posed the question to my clients with loyalty programs, “If you took away the points and perks, would the customer still want to do business with you?”
Excellent Customer Service? It Starts at the Top! by By Brenda Fields
(Hotel Executive) This article will address what great customer service is from the guest perspective and the value of general managers setting the standards.
My Comment: Let’s take a lesson from the hospitality industry. While the article’s title mentions that excellent customer service starts at the top, this article is actually more of how to deliver that experience from the hotel’s perspective. The four points the author makes are appropriate for any business from every industry.
Predictions: 10 Customer experience trends for 2021 by Rosalyn Page
(CMO) CMO asks the experts about the customer experience trends heading towards marketers and CX professionals in 2021
My Comment: This is the time of year for predictions, and this article has ten of them. CMO (the publication) asked ten experts about the trends they see heading into the new year. The first one was predicted a number of years ago, and is even more relevant today than the first time someone predicted it. I’ll modify it just a bit: CX has been, is and will continue to be the new competitive advantage. And there are nine more after that!
20 important statistics about the B2B customer experience by Mark Bowen
(Intelligent CIO) Customer service has always been important for B2B sellers, but the demands of B2B buyers have shifted in line with what they have come to expect from their experience as consumers. Corbin Murakami, Sr. Product Manager of Commerce at Liferay, tells us why an excellent customer experience is the key to B2B success.
My Comment: Here are 20 stats and facts to get you thinking about customer experience in the B2B world. So many stats are based on consumer feedback. It is refreshing to get the B2B perspective.
200 CX Thought Leaders to follow to kickstart 2021 by Engati Team
(Engati) Meet our 200 luminaries who have taken these worlds by storm and have created a community like no other.
My Comment: I was surprised and humbled to find myself on this recent list of 200 CX thought leaders. It’s one thing to make the list and another to be at the top. And to be associated with so many other great experts and thought leaders. Thank you, Engati CX for this honor!
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
© 2023 Shepard Presentations, LLC. All Rights Reserved.
Legal Information | Sitemap | Site by: digitalONDA
Legal Information | Sitemap Legap
Site by: digitalONDA