5 Top Customer Service Articles For the Week of January 11, 2021

How to Measure Your Customer Experience Maturity by Sharon Florentine

(CMSWire) A customer experience (CX) maturity assessment is a great way for an organization to understand where it is on its path to customer-centricity and identify where further interventions might be necessary.

My Comment: This is an introduction to the concept of customer experience (CX) maturity. Annette Franz and Bruce Temkin, two of the leading experts in CX and measuring the success of the customer’s journey, weigh in with their opinions and ideas on this interesting and valuable metric.

How to Foster Customer Loyalty in a Digital Age by Bryan Osorio

(Business2Community) Here we will discuss 6 such points that your business or brand can adopt to gain the trust of your customers and increase your client base online.

My Comment: The pandemic accelerated the digital experience. The risk of companies moving in this direction is the loss of the human-to-human connection, which often leads to customers defecting and going to a competitor. Some companies have figured it out. For some, it’s about balance. For others, it’s about their process. Here are six ideas on how to garner loyalty in the accelerated digital era.

Building customer loyalty in a contactless future by Nittin Rakesh

(Fortune India) There is high pressure among firms to not lose their customers as competition thickens. But in a contactless world, this problem of customer loyalty has only grown in size. What can be done?

My Comment: Following up on the digital era article (Top Five 2), there has been much discussion about a contactless era. There is a lot of crossover in these concepts, but also some differences The author emphasizes the idea that doing contactless right can build trust, which is essential to repeat business, and ideally, customer loyalty.

10 Important Components of a Social Media Customer Service Strategy by VHT MARKETING

(VHT Marketing) At VHT, we build customer service solutions for multiple channels, including social media. We’ve helped design and implement solutions for social media customer service. Below, we’ve outlined the most important components of a winning social media strategy.

My Comment: It’s been a while since I’ve included a social media customer service article in the Top Five. Here’s a short article with ten ideas on how to create a better social media customer service strategy. The case is made in the first paragraph. Almost half of people who use social media have used a platform like Twitter, LinkedIn and Facebook to get customer service and support.

6 Words for Customer Experience Leaders to Keep in Mind by Alan J. Porter

(CMSWire) As we move forward into 2021 and beyond, these six words can provide a guideline for those of us in customer experience leadership positions, especially when thinking of ways to innovate and deliver the optimal experience for our customers.

My Comment: Here are six great words for CX leaders to keep in mind. Four of these six words tie into the concept of convenience, making it easy for the customer.

BONUS

10 Quotes To Inspire Better Customer Service As We Round the Corner into 2021 by Veronica Krieg

(Sharpen) Here are 10 quotes to inspire how you spend your time improving customer service in the new year.

My Comment: Want to be inspired by some great quotes from some of the top CX experts in the world? Here are ten of them! (Thank you to Sharpen for including me in this roundup!)

Digital Experience 2021: What do the CX Experts Say? by The CX Insights

(The CX Insights) Truth be told, in the current business environment where work-from-home has become the new normal, digital experience management is crucial for businesses to provide a wholesome digital customer experience in 2021.

My Comment: I write quite a bit on the digital CX. There are even articles in this Top Five roundup that focus on digital. CX Insights asked a half-dozen experts (myself included) to share their insights. And each comment includes a short video.