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. Three Common and Enormous Mistakes Companies Make with Customer Experience (CX) Programs 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.
(Gartner) I will share three significant ways organizations may seed the eventual downfall of their CX programs in their early days.
My Comment: Augie Ray is a rock star analyst with Gartner. Here’s his take on CX programs, and specifically, building and sustaining a customer-centric culture that contributes to repeat business (even loyalty) and evangelism.
(CMSWire) Organizations approach customer journey mapping in many ways. We’ll explore some of the foundational elements, the initial steps in crafting a customer journey mapping program.
My Comment: I’ve featured journey-mapping articles in this weekly round-up in the past. It’s been a while, so here’s another one. A good understanding of your customer’s journey throughout the different ways they do business with you is foundational (to use a word the author uses to describe his article) to building a good service and CX program. Without it, you risk service that is inconsistent, at best.
(Retail Customer Experience) James Brooke, Amplience founder and CEO, offers five fundamental principles retailers should understand in order to differentiate in e-commerce and benefit from the massive surge in traffic caused by the pandemic.
My Comment: If eCommerce is part of how you interact and sell to your customers, you’ll want to read this short article featuring five ways to have a better digital experience. What stands out are the concepts of speed, design and being locale-sensitive.
(Business2Community) When you’re adopting AI for customer support, there are five common pitfalls to avoid to ensure a positive customer experience.
My Comment: Here are some reminders of what NOT to do when it comes to integrating AI into the customer support experience. Some good reminders here. Be sure to pay attention to number five, which is to make it easy for the customer to move easily and seamlessly from a digital/self-service channel to a human-to-human channel when they want/need to.
(IoT World Today) As the COVID-19 pandemic continues to wreak havoc around the world, consumers have put health first as they interact with companies.
My Comment: Sometimes, it’s not people or processes that create a better customer experience. Sometimes it’s a “thing,” which is what this article is about. The IoT (Internet of Things) is about devices that make your life better. In this article, the author showcases several technologies that allow for a contactless experience. COVID-19 accelerated the use of these technologies. What used to be something from a sci-fi movie is now a reality and being used in everyday life.
(Centrical) This eBook explains how you can make work from home – work. It covers 5 actionable tactics that will ensure your WFH employees love their work, your company, and your clients.
My Comment: If you have any WFH (Work From Home) employees, you will definitely want to read this report from Centrical. You’ll have to share your email to download it, but it’s worth it. And, I’m honored they included some of my thoughts to support their ideas.
(MadeFor) This shortlist highlights just some of the great content that is out there, but if you don’t know where to start then my top 5 (in no particular order) is for you.
My Comment: If you’re into podcasts and customer service and/or CX, then you’ll want to read this article that shares five of the top podcasts in the industry. And my podcast, Amazing Business Radio, is featured.
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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