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. 3 Ways To ‘Innovate’ The Customer Experience by Sanjay Monga (Forbes) Innovation has […]
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.
3 Ways To ‘Innovate’ The Customer Experience by Sanjay Monga
(Forbes) Innovation has become a popular buzzword of the Digital Age. And today, in the experience economy, there is ample evidence to suggest a strong connection exists between necessity, innovation, and experience.
My Comment: What caught my eye in this short article was the second idea in the list of three, which was to focus on experience innovation over product innovation. Not that we should stop innovating our offerings, but the way we deliver them, which is the experience, is now the priority. This is what will help customers choose you over your competition.
20 Must-Learn Customer Service Skills in 2020 (Bonus: Tips to develop them faster) by Jared Cornell
(CustomerThink) This blog sheds light on the 20 essential customer service skills and how you can improve them.
My Comment: As we head out of 2020, this author shares a list of 20 skills that people in customer-facing roles should show proficiency. While the author refers to these as “skills,” some are actually traits. Either way, if I was working with a salesperson or customer service agent who was good at these, it would be hard for me to consider doing business with anyone else.
A 5-Step Plan to Change the Stereotype That Customer Service in Call Centers Has to be Terrible by Ellen Christenberry
(Sharpen) We’ve put together a five-step plan to help you eliminate the negative customer service stereotype from your call center. These steps will help you boost your agents’ performance and keep your customers coming back.
My Comment: Some people would rather go to the dentist than call customer support. They’ve experienced long hold times, being transferred multiple times, having to tell their story multiple times, and worse. This article sets out to right the situation by sharing five steps to help restore a customer’s faith in the support center.
Customer Experience Emerges as 2020 Bright Spot: Consumers See Positive Shift in Service and Signal Increasing Digital Engagement by MTS Staff Writer
(MarTech Series) The results of new research from Mitel, a global leader in business communications, offer encouraging signs for CX and point to areas where IT decision-makers should prioritize improvements as they look beyond today’s challenging business environment.
My Comment: What strange times we are living in. This article has some optimistic numbers pointing to CX improving through the pandemic. While retail leads the way in this, they also set the tone for all types of businesses (B2C and B2B). 60% of consumers interviewed said CX is better. The phone and email are still the top channels of communication. The retail industry is the leader, followed by healthcare. Government sits at the bottom.
7 Ways to Improve Customer Experience for Your eCommerce Website by Shardul Deshmukh
(MoEngage Inc.) Conversion rates can be boosted greatly by improving customer experience. In this article, we will look at 7 ways in which you can improve the customer experience for your e-commerce store.
My Comment: Earlier this week I read an article about a retailer that refuses to do any online business. They’ve never done eCommerce and claim they never will. I believe they will be playing catch-up if they even survive at all. Ecommerce cannot be ignored. This article has some good ideas on how to improve the eCommerce experience your customer has with you and your company.
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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