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. Customer Experience Tips and Advice from the Pros During Disruption by Srijana Angdembey […]
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.
Customer Experience Tips and Advice from the Pros During Disruption by Srijana Angdembey
(Oracle) An engaging customer experience (CX) was once only nice to have, but during periods of uncertainly, it becomes a must have to provide the advice and solutions your customers need and build customer loyalty.
My Comment: This is the perfect “Happy New Year” article. 2020 was a year of disruption, but some saw also saw it as a year of acceleration. Our friends at Oracle CX Marketing asked six experts (myself included) how to create a better customer experience in times of disruption. These ideas are brilliant!
How to design your business to deliver better customer outcomes by Vala Afshar
(ZDNet) To successfully compete in the next normal, companies must develop a new strategic playbook for improving the stakeholder experience and business growth opportunities.
My Comment: Another article from Vala Afshar makes this list. This time he includes eight questions to ask yourself that will help your organization grow. The focus is on customer outcomes. These questions will make you think. Choose one to focus on – or all eight if appropriate!
15 Effective Techniques For Retaining Customers by Expert Panel®
(Forbes) 5 members from Forbes Business Council look at some practical ways that companies can retain their customers during an economic recession.
My Comment: The Forbes Business Council has assembled fifteen ideas from fifteen members that will help you keep your customers coming back. It’s a quick read, and all you have to do is get one idea (but I know you’ll get more) to make the next few minutes a worthwhile investment of your time.
The changing tide of retail CX by Carlos Zapatero
(Retail Customer Experience) Carlos Zapatero, a business development executive at SYKES, explains how the events of 2020 accelerated a shift in retail customer experience to become more flexible and consistent — and may be the new standard well past the pandemic.
My Comment: The retail world has changed forever. This article showcases some of the trends that are important to retail CX as we come out of the pandemic. The future is filled with opportunity for the retailer that can understand their customers’ new expectations.
Learn Everything You Need to Know About CX From ’80s Music by Jim Tincher
(Heart of the Customer) During the pandemic, I’ve been listening even more, and it occurred to me one day recently that the music of that era informed my views about customer experience early on.
My Comment: I’m a musician. I play my guitar(s) almost every night. This article popped up in my feed and made me smile. If you love music, you’ll enjoy this fun article. The author has taken the titles of many of our favorite 80’s songs and worked them into this entertaining post. Rock on!
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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