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. Forget Customer Experience. Forget Employee Experience. Enter Total Experience by David Roe (CMSWire) […]
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.
Forget Customer Experience. Forget Employee Experience. Enter Total Experience by David Roe
(CMSWire) ECM and content services, while related, are not the same. Such is the case with a term Gartner introduced last year called multiexperience.
My Comment: The title of this article was enough to intrigue me to want to read it. CX (Customer Experience) has been around for years. In the past few years, we’ve seen the concept of EX (Employee Experience) being brought into the business world. Still, it’s not as common as it could and should be. And, now we have TX (Total Experience). When you put it all together, that’s what you get. When it comes to the experience, focus on the inside and outside of your company.
The Benefits of Empowering Your Customer Service Team by Marisa Sanfilippo
(Business News Daily) Making sure your customer service team feels empowered to get their work done is critical to their success.
My Comment: Here is a good reminder about the concept of empowerment. If you hire the right people and train them well, then you should eventually feel comfortable about them making the right decisions. The key behind empowerment is to let it happen. Give people a chance and they may surprise you with how good they really are.
Guest Post: Want To Improve Your Customer Service? Start With Being More Consistent by Dan Gingiss
(StellaConnect) Consistency is one of the hallmarks of customer service and customer experience.
My Comment: Consistency is not just a word… It’s a concept and a strategy. I’ve been preaching the concept of consistency since I did my first speech back in the 1980’s. People want the product to work every time. They want the experience to be the same, every time. They want the employees from the company they interact with to be helpful, knowledgeable and competent, every time. Consistency creates confidence, which turns into repeat business – and maybe even loyalty. That’s my take, now learn from Dan Gingiss.
4 Best practices for leaders to add to their customer experience (CX) strategy in 2021 by Adrian Swinscoe
(Adrianne Swinscoe) I’ve been talking about four best practices or objectives that the companies that lead their fields on customer experience have in common.
My Comment: Thank you, Adrian Swinscoe, for reminding us of these four best practices. Leaders only get smarter when they (1) ask the right questions, (2) use data to understand their customers, (3) understand the basics of customer service, and (4) understand the way customers think.
4 Ways to Deliver a Transcendent Customer Experience to Employees by Ram Chakravarti
(CIO) For people slowly returning to the workforce, matters of the employee experience (EX) are moving front of mind.
My Comment: We started this Top Five Roundup with the concept of TX (Total Experience), which combines the customer and employee experience. However, for there to be a good TX – and even a good CX – you must focus on employees. Here are four ways to better engage with your employees, so they will be motivated to better engage with your customers.
Expert Casino Marketing Advice by Julia Carcamo
(J Carcamo & Associates) One of our Casino Marketing Boot Camp goals has been to reach beyond the casino industry for new ideas that will help us become better marketers and connect with our stakeholders. I thought I’d ask some of the marketing experts I have come to know for their casino marketing advice and tips.
My Comment: My friend Julia Carcamo is an expert in casino marketing. She reached out to for CX experts and asked for their input. Even though this is an article about casinos, we can all learn from the advice. (Thank you, Julia, for including my ideas.)
20 Best Customer Experience Quotes by Niyathi Rao
(SmartKarrot) Customer experience quotes that will inspire you to improve customer experience strategies and promote customer-led growth.
My Comment: I love quotes, and our friends at SmartKarret have compiled 20 of them for us. I’m honored to be included with some very notable business celebrities.
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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