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. Why marketing can no longer ignore customer experience by Jason VandeBoom (Digiday) Customer […]
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.
Why marketing can no longer ignore customer experience by Jason VandeBoom
(Digiday) Customer experience is rapidly becoming more designable, more accessible and more creative. It is also impossible to ignore its importance to marketing. Experiences are what people buy, what people remember and what people talk about. They are fundamental to the product and the way it is promoted. They build brands.
My Comment: Customer Experience (CX) is marketing. It’s that simple. Creating an experience that drives people to your website, your store, or willing to meet with a sales representative is all part of marketing. We want to move people to buy. Then once they do, we want to continue to create experiences that bring them back. Automation and technology can play an important role in that strategy. Here’s an article by Jason VandeBoom, CEO of ActiveCampaign, on how to use automation to deliver a better CX.
16 Tips For Boosting Customer Satisfaction With Happier Employees by Forbes Coaches Council
(Forbes) 16 members of Forbes Coaches Council shared their best tips for business owners to start improving customer satisfaction with happier employees.
My Comment: The beginning of a good customer service and experience strategy starts on the inside with the company’s culture. Happier employees will mean happier customers. Here are 16 members of the Forbes Coaches Council sharing their tips on how to motivate and engage employees to create a better experience for customers.
598 hoteliers share their best tips for boosting revenues in times of crisis by Tony Loeb
(Hospitality.com) Recently, we sent a survey to thousands of your colleagues, with two goals: to ask them about the major changes the sector experienced in 2020 and to find out what key actions they are taking as we start a new year.
My Comment: If you’ve been following me, you know that I’m a big believer in the hospitality mentality. It doesn’t matter what type of business you are in, any company can learn from the hotel and restaurant industries, where a lack of hospitality could send you toward going out of business. This is more of an infographic than an article, but there are some very interesting stats and facts about what thousands of hoteliers are doing to survive in a crisis (a.k.a. pandemic).
Singapore Airlines Opens a Customer-Service School for Businesses by Katie Deighton
(The Wall Street Journal) Carrier’s new division plays into HR leaders’ growing interest in learning and development amid the pandemic.
My Comment: Want to learn customer service from the best? You could hire the training professionals at Ritz-Carlton, Disney, Zappos, and even our company, The Customer Focus. Introducing a newcome to the list, Singapore Airlines. They have the reputation for being one of the best airlines in the world. Now they teach the world exactly how they do it.
Through the Eyes of the Customer: Ideal Customer Experience in 2021 [eCommerce and Beyond] by Casimir Rajnerowicz
(TIDIO) We surveyed 1,000+ online shoppers in the US to probe into the latest customer experience trends. Dive into our original customer service statistics for 2021.
My Comment: Here is a fascinating study of online shopping behavior. It is full of stats from a very robust survey, heavily weighted to one of the most influential groups of customers, Gen Z.
Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. For information on The Customer Focus™ customer service training programs go to www.TheCustomerFocus.com. Follow on Twitter: @Hyken
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