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. The experience equation: Happy employees and customers accelerate growth by Vala Afshar (ZDNet) […]
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.
(ZDNet) Research shows the relationship between employee experience (EX) and customer experience (CX) and its impact on accelerated growth.
My Comment: Vala Afshar has seen this weekly roundup of the best customer service and CX articles a number of times. He is a prolific writer, and I could feature him every week, but that wouldn’t be fair to the others. Here is one of his latest articles. To get you interested in reading more, consider this stat: 89% of executives with revenue-growth companies agree that better EX leads directly to better CX. In other words, if you want to grow and create a better CX, focus on the EX (employee experience) first.
(Experience Investigators) If you’re familiar with customer journey mapping, then you may know more about employee journey mapping (EJM) than your realize.
My Comment: Following up on Vala Afshar’s stat that focuses on employees, here’s one from Jeannie Walters, who has also been featured here a number of times. We’ve probably all journey mapped our customer experience (If not, do it soon!), but have you journey mapped the employee experience? Here is the resource to get you started. Remember, what happens on the inside of an organization is felt by the customer on the outside.
(Women Love Tech) Customer experience is the foundation of success in the competitive e-commerce world, so let’s take a look at the five trends and tips that will guide you to long-term growth and success.
My Comment: Let’s turn to eCommerce. Here are some CX trends that you should pay close attention to. I’ll also suggest you consider some of these, regardless of the type of business you are in; online, brick-and-mortar, B2B, etc. Most customers want to be able to talk to a human when they need to. They also want a personalized experience. Our research has shown that online companies (eCommerce) are setting a new bar for all companies in every industry, including those that have zero online or eCommerce presence.
(CMSWIre) While B2B companies may be behind their B2C peers, many are starting to catch up by taking ideas from the B2C playbook and applying them to the B2B experience.
My Comment: It’s hard to believe that a B2B enterprise could out service and create a better CX than a B2C type of business. Well, maybe not that hard, especially if they do any one or more of the ideas from this article. Usually, it is the opposite, we learn from B2C, but not today!
(CustomerThink) We share a step-by-step guide on how to improve the customer service workflow.
My Comment: This article goes deep into the customer service process. A quick review of how your process works today is the place to start. Follow that up by studying your KPI’s (Key Performance Indicators), and from there… well you should read the article. The author shares good details that will help get you started on this process (no pun intended).
(Forbes) The problem with too many customer journey mapping applications is failing to get customers to verify the map.
My Comment: There were so many great articles, and even though this is a “TOP FIVE” list, we have to give you a bonus from Chip Bell. This week he writes about anticipatory innovation, where you come up with customer-focused ideas, such as (one of his examples), the Advil package that has a collapsible paper cup in the package. This is what happens when innovation intersects the customer experience.
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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