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Top 5 Customer Service Articles For the Week of March 15, 2021

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. How to Deliver Memorable Customer Experiences in a Post-Pandemic World | We Are […]

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.

How to Deliver Memorable Customer Experiences in a Post-Pandemic World | We Are Forever Changed by Joseph Michelli

(Joseph Michelli) The art of post-pandemic experience creation will be to select relevant technology aids accompanied by engaging human interactions and assume that COVID-19 has forever changed experience delivery. For this short post, let’s look at two emerging customer experience trends

My Comment: When Joseph Michelli writes an article about customers or experience, it is a “must-read.” This article approaches the very timely topic of the experiences we plan to deliver in a post-pandemic world. The gist of the article focuses on trust and human-to-human interaction.

12 Golden Rules for Customer Experience Strategy by Steven van Belleghem

(Entrepreneur) Each and every company is, of course, different, but there are some essential ingredients that, if executed well, combine to create a level of service that customers will truly love.

My Comment: And here is another one of my favorite customer experience experts, Steven van Belleghem, sharing a dozen excellent tips to deliver a better CX. He refers to these as twelve “golden guidelines.” They all make sense and many of them are relevant for almost all businesses in any industry.

Interview: Creating a Clean Experience by Jim Tincher

(Heart of the Customer) How would you respond if your deliberately behind-the-scenes customer experience efforts were suddenly thrust to the foreground?

My Comment: Here is an interesting article – actually an interview – featuring Todd Hopkins, a successful franchisor, who recognizes the value of creating an excellent customer experience, or as he calls it, a “clean Experience.” There’s some excellent wisdom in his comments that we should all take note of.

How to Calculate Your Customer Retention Rate by Max Freedman

(Business News Daily) Knowing your customer retention rate and some strategies to improve it can help you boost your bottom line.

My Comment: We all want repeat customers. I just wrote another book (I’ll Be Back: How to Get Customers to Come Back Again and Again), which is all about repeat customers. So, how do you calculate your customer retention rate? Here’s the article that includes the formula you need. In addition to the formula, the author includes several ways to boost retention.

BONUSES

10 CX Thought Leaders You Need To Follow to Stay In Tune With The Pulse Of The Industry by Othmar Mueller Von Blumencron

(VIPDesk Connect) We have compiled a list of some of our favorite thought leaders and trend setters in the Customer Service industry.

My Comment: I’m honored to have made another list of CX thought leaders to follow. Thank you VIP Desk for this honor. There are some rock star CX leaders. If you aren’t reading their work, listening to their podcasts or connected with them on their social channels, you’re missing out on some great content.

5 Top Customer Service Articles For the Week of March 15, 2021Shep 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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