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. Improving CX: 5 Ingredients for Successful Customer Experience by LiveHelpNow! (LiveHelpNow) Companies that […]
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.
(LiveHelpNow) Companies that score high in customer service are doing something right. We examine their customer experience strategies using five evaluation categories.
My Comment: This article takes a look at four iconic brands; Trader Joe’s, Aldi, Amazon and Chic-fil-A and offers up five ways they have created exceptional customer experiences. The categories are communication, technical competence, range of services, customer focus and accessibility. I always enjoy learning how rock-star companies amaze their customers.
(Freshworks) There’s an old adage in business which says that you’re not selling things, you’re selling experiences. This rings true when it comes to customer experience, which addresses the overall ease and usability of your product or service.
My Comment: The key to delivering an amazing customer experience is the employees who provide it. And, they can’t do it on their own. It takes an investment from the company they work for in the form of training. This excellent article offers several concepts that employees need to know and understand – and most importantly, how to execute them. My personal favorite on this list is proactive customer support; getting employees to reach out to the customer before the customer reaches out to them.
(LinkedIn) In my early twenties, growing into the workforce, it always puzzled me that previous generations considered millennials (those of us born between 1982 and 2000, according to the US Census Bureau) to be “spoiled” and “entitled” because we, among other things, *wait for it* care about being happy in our jobs.
My Comment: A good customer experience starts on the inside of an organization with a good employee experience. Yet, it’s been noticed that there are generational differences in how employees expect to be treated. At the top of this topic of conversation is how to drive a better experience for the Millennial generation. There are definitely differences between generations, and with a major part of the workforce today being part of that Millennial generation, we need to know how to keep our best people. By the way, in the next five years, it is predicted that 75% of the workforce will be Millennials!
(Fast Company) Boeing’s public response to the 737 Max crashes provide a case study for what businesses should and shouldn’t do, argues this customer service expert.
My Comment: The tragedy of the two Boeing 737 Max panes has put Boeing into crisis management mode. At some point, most companies will be forced into managing a crisis. While most won’t be dealing with the tragic loss of 346 lives, they will be forced to respond to issues that will either create confidence or erode trust. This is an excellent article that breaks down the way leadership has managed the Boeing crisis.
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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