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. Improve Your Customer Outcomes With 5 Customer Service Best Practices from Leading Consumer […]
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.
Improve Your Customer Outcomes With 5 Customer Service Best Practices from Leading Consumer Shipping Brand FedEx by Veronica Krieg
(Sharpen) Let’s dive in on five of the best practices FedEx uses to deliver top-notch customer service.
My Comment: I always enjoy articles that teach lessons from iconic companies, and in this case the company is FedEx. There are five great ideas here, and at least one, if not all can work for just about any type of company.
Why Saying ‘No’ Helps Build Great Customer Experiences by Zach Lipson
(TotalRetail) If a customer or prospect is saying they want a particular feature or change to the product, should we just fulfill that request in pursuit of retention or growth?
My Comment: The customer is NOT always right, but they are always the customer. I’ve preached this for years. So, what happens when they are wrong? What happens when you have to say, “No.” This article addresses why saying “No” may not be so bad. That said, I believe there are ways to say “no” without saying “no.” That’s a topic for another day. In the meantime, read this.
9 Ways to Boost Customer Experience and Online Engagement by Shane Phair
(TotalRetail) These top takeaways will show retailers, many of whom are at least partly online today, where to focus in 2021 so they can optimize their websites and apps, improve customer experience, and drive conversion optimization rates.
My Comment: As customers move to accepting the digital experience – and expecting the companies and brands they do business with to provide a good experience – it’s important to understand what customers want. There are some great ideas in this article that lists nine ways to create a better CX and promote more engagement.
Deep Dive: How Rewards Programs Can Fuel Customer Spending by PYMNTS
(PYMNTS) Starbucks has a winning recipe when it comes to taking care of its customers. The Seattle-based coffee giant’s loyalty program has 19 million active members that account for 48 percent of its annual revenue.
My Comment: Depending on the type of business you are in, a rewards program can be, well, very rewarding – to both the customer and the company. While the example in this article is Starbucks, it’s interesting to think how this could apply to other types of businesses. You don’t have to use all the ideas. Just one – and that’s the one that could make the difference for you.
Price is ripe: Study finds increase in menu prices means decrease in restaurant ratings by Olin Business School
(Washington University in St. Louis) Businesses beware: A price increase for carryout or delivery food means an increase in negative reviews — and a downturn in restaurant reputation, if not demand.
My Comment: I found this article to be fascinating. I’m not sure I agree with the findings, but the idea is that raising prices in a restaurant, even as much as 1% can negatively impact the average ratings by 3-5%. It made me wonder about other industries. My research indicates that the right experience and value proposition makes price less relevant. It’s a quick read with some interesting research.
A 6-Step Process to Creating a Superior Customer Experience From the Inside Out by B2B International
(B2B International) Our recent research shows that the majority of B2B business leaders feel that understanding their customers is a focus area for improvement throughout 2021 and beyond.
My Comment: Not long ago B2B International interviewed me on their B2B Insights Podcast about customer service and CX. They did a great job putting this into a short article and an info-graphic. Check it out!
The 2021 Customer Experience Outlook by Kerry Bodine
(Kerry Bodine) To bolster our optimism I reached out to some of my favorite CX thought leaders and friends to see what they were thinking about at the start of this new year.
My Comment: What happens when eight customer service and CX experts get together and share information? You get an amazing report. Our friend Kerry Bodine pulled it all together. You’ll have to download it, and it won’t cost you a thing.
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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