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. 4 Tips for Getting Executive Buy-in on Your Customer Experience Strategy by Phil […]
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.
4 Tips for Getting Executive Buy-in on Your Customer Experience Strategy by Phil Britt
(CMSWire) With so much on the line for your customers, getting your leadership to buy in to CX strategies should be top of mind. To that end, we’ve put together these 4 tips to help get everyone on the same page.
My Comment: One of the common questions I’m asked is how to approach leadership to invest in customer service or CX. It could be training, an upgrade to software, etc. Well, here’s a short article that shows you how to take your ideas to the people who can make the decision.
CX Relationship Building: Balancing Empathy, Efficiency by Blair Pleasant
(No Jitter) Especially now, customers crave humanized experience and personal touch when it comes to service and support.
My Comment: I’m surprised to see empathy and efficiency discussed in the same article. Can they co-exist? According to this author they can.
A B2B company reworks its ‘clunky’ digital user experience by Peter Lucas
(Digital Commerce 360) Determined to transition from manual sales processes to eCommerce, construction equipment supplier Coates Hire discovered its eCommerce engine could do more—and also make its sales representatives more efficient.
My Comment: So many of the case studies about moving from traditional to online sales (eCommerce) are focused on B2C types of businesses – primarily in the retail industry. Here’s how a B2B construction equipment made the move. For any type of business that has been concerned with an online sales presence, this article is for you.
5 Customer Experience Trends That Won’t Change (And Will Likely Accelerate…) by Michael Hinshaw
(CustomerThink) Of the many initiatives planned and underway, we’ve identified five existing trends that won’t change – and in fact are accelerating, as both customers and the companies that serve them continue to assess and adapt to the new world around us all.
My Comment: This is the time of year when we see many predictions coming out. What intrigued me about this article is that the author didn’t predict anything new, but emphasized that some trends that have been going on for several years will continue and even accelerate in the new year. Okay, I guess that’s sort of a prediction!
The role of personalization in customer loyalty post-Covid by Nikki Gilliland
(Econsultancy) More people might be shopping online than ever before, but the concept of loyalty within retail has arguably been thrown up in the air.
My Comment: This topic intrigues me. Because of COVID-19, buying patterns have changed. What created customer loyalty in the past has changed a bit as well. It’s more important than ever to keep existing business. Don’t let the pandemic cause your customers to go elsewhere. This article focuses on personalization, which is one of the ways to prevent that problem from happening.
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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