5 Top Customer Service Articles For the Week of January 27, 2020

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.

Leveraging Trends to Drive Business Success through Customer Experience by Joseph Michelli

(The Michelli Experience) I see my job as curating much of that research and sharing it with you in this context and also helping my clients leverage that knowledge through tools and technologies. In keeping with that objective, let’s look at some data reported by Adobe and Econsultancy in a report titled Experience Index 2020 Digital Trends.

My Comment: Joseph Michelli has written an excellent article about how to leverage trends in the customer experience world. Consider this: “Today’s consumers expect easy, valuable experiences that marketers in 2010 could scarcely imagine.” Joseph shares some recent stats and facts along with his insightful comments.

Biometrics – A new normal for customer experience by Sarah Amundsson

(CustomerThink) Biometrics are transforming the way we interact and engage with our customers. From mobile devices that require biometric authentication to replacing the pin codes and using biometric data to open accounts, the business world is undergoing a transformation.

My Comment: The other day I boarded a flight. The airline didn’t need to see my boarding pass. There was a camera that took my picture and immediately confirmed it was me and what seat I was assigned. While not new, this is a technology that is starting to trend as “business as usual.” This article will introduce you to biometrics and how it’s impacting the customer experience.

What Is Job satisfaction? Definition, Factors, Importance, Statistics, and Examples by Chiradeep BasuMallick

(HR Technologist) Job satisfaction is defined as the level of contentment employees feel with their job. This goes beyond their daily duties to cover satisfaction with team members/managers, satisfaction with organizational policies, and the impact of their job on employees’ personal lives.

My Comment: This is a very robust article focused on employee satisfaction. Plenty of ideas on how to create employee satisfaction, employee engagement and the positive impact it has on the company and its customers.

Customer Retention Strategies To Explode Your Business In 2020 by Matt Duczeminski

(Insane Growth) Customers are the fuel that keep your business running and effective customer retention strategies will keep them buying from you over and over again.

My Comment: How can I not love an article about customer retention – especially with it’s from www.InsaneGrowth.com. Here are plenty of strategies that will help you grow your business through customer retention. Don’t just attract new customers. Get them to come back – again and again!

Spending on customer experience increases as its impact is more widely recognized by Barry Levine

(ClickZ) Customer experience (CX) efforts remain inconsistent in many organizations, but there are signs of greater commitment and execution for 2020, according to Gartner.

My Comment: 74% of companies expect to spend more money on customer experience in 2020. About a third of them will spend significantly more. Why? Because the ROI on creating a good customer experience is a good investment. It doesn’t cost. It pays.

BONUSES

The Ultimate Customer Experience Primer by Nate Brown

(CX Accelerator) This guide will serve as a comprehensive starting point for Customer Experience Management.

My Comment: Want to “accelerate” your customer experience initiative? Then read this very comprehensive article – should I say “primer” on exactly how to do just that.

10 Popular Customer Experience Keynote Speakers in the World by Steven Van Belleghem

(Steven Van Belleghem) I want to present you 10 of the most renowned and experienced keynote speakers on the topics of customer experience and marketing.

My Comment: I’ve included this article as I’m very honored to be on this list of the top ten customer experience speakers in the world. Thanks to Steven Van Belleghem for including me.

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