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. Make Every Day Valentine’s Day by Showing Love and Empathy to Customers 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.
Make Every Day Valentine’s Day by Showing Love and Empathy to Customers by Janelle Estes
(CMSWire) Valentine’s Day is approaching. And while businesses won’t be sending their customers chocolates and flowers, there’s still a lot they can do to show how much they care — every day of the year.
My Comment: With Valentine’s Day next Sunday, I thought this is an appropriate article to start this week’s Top Five roundup. I’m sure there will be many more Valentine-themed articles this week, so here’s my take. In our personal lives, Valentine’s Day is our opportunity to express love and appreciation to the people you care about. And even though it happens once a year, that doesn’t mean we shouldn’t express love the other 364 days. It’s the same in business. Love (in the metaphorical sense) and appreciate your customers year-round.
Key 2020 holiday shopping takeaways: It’s imperative to adapt as customer expectations evolve by Tara Bartley and Ashitha Bhanu
(Retail Customer Experience) Tara Bartley, senior manager, industry marketing, and Ashitha Bhanu, industry marketing, Akamai, share Akamai data relating to the most recent holiday shopping season and the top trends in play.
My Comment: 2020 is behind us, but the lessons we learned, as a result, should not be forgotten. Here is a good list of some of the key takeaways. Our customers’ expectations (in all types of businesses, not just retail) have changed. Pay extra attention to number two on the list, which is to create the most convenient experience possible, which has become one of the most competitive differentiators in all types of businesses and industries.
Next generation is the new generation in customer experience by Carlos Lopez-Abadia
(Fast Company) As we witnessed in the 2009 downturn, if companies react quickly and organize themselves well, there are many opportunities to be gained from this crisis.
My Comment: The pandemic pushed us into the future without us even knowing it was happening. It proved to be, for many businesses, an accelerator of new processes and adaption of technology/innovation. This article reminds us that with the right mindset and strategy, we are looking at an opportunity.
4 Ways Customer Experience Will Change in 2021 by Inge De Bleecker
(CMSWire) Predicting what will happen in 2021 seems to be a fool’s errand given that the pandemic is still raging — but I’m going to give it a shot.
My Comment: How will customer experience change in the near future? This article includes four trends. One important one covered in the article is that accessibility is going to move into the digital world as brands are able to add code to their websites to be more inclusive for customers with disabilities. Also included are self-service chatbots, a contactless experience, and codeless programming that makes it easy for companies to automate and keep up with fast changes needed to manage their customers’ expectations.
10 B2B Customer Experience Myths & How to Improve Your CX Maturity by Lynn Hunsaker
(CustomerThink) Before you accept a claim about B2B customer experience maturity, check the employment history of the speaker, the source’s vested interest, and these facts.
My Comment: You know how I love lists, and Lynn Hunsaker has given us a great one to close out this week’s roundup. With so many articles that are focused on retail and consumers, it’s nice to get a deep dive on the B2B side.
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.
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