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. Voice of the Customer Surveys: Expert Tips for Creating Effective Surveys & Must-Ask […]
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.
Voice of the Customer Surveys: Expert Tips for Creating Effective Surveys & Must-Ask Questions for Gaining Valuable Insights by CallMiner
(CallMiner) In this article, you’ll find expert tips on effective VoC survey design, as well as suggestions for effective questions that dig deeper and provide measurable, actionable insights that can inform your marketing and customer service initiatives.
My Comment: I’ve been paying attention to how good companies are getting feedback (in the form of customer surveys). The common theme is that they are short and easy on the customer. Here’s another article about surveys with some good suggestions. If you’re going to follow up the customer purchase with a survey, remember that the survey now becomes the last touch-point the customer experiences – make sure it doesn’t erode a good customer experience. So, here’s a great article on surveys that will help you gain more insights from your customers.
Improving CX: 5 Ingredients for Successful Customer Experience by LiveHelpNow!
(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.
How to train employees to provide customers with memorable experiences by Tara
(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 up 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.
The Millennial Workforce Does Not Tolerate Bad EX by Mary Drumond
(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 Millennials!
What leaders can learn about customer loyalty from the Boeing debacle by Shaun Belding
(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 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
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