Top 5 Customer Service Articles For the Week of June 22, 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.

What do Gen Z shoppers really want? by Mike Roberts

(Retail Customer Experience) Mike Roberts, chief creative officer at Green Room Design, a brand and retail consultancy, maps out what Gen Z consumers are all about and the experience design innovations that connect them as humans and individuals.

My Comment: If you wanted to know more about Gen Z and what they want and expect from the people they do business with, then this is a great article to read. As of last year, 32% of the population was Gen Z and they made up 24% of the workforce. With $44 billion in spending – and that’s just in the US – they are a consumer force to pay attention to.

Your Customers Have Changed. Here’s How to Engage Them Again. by Rohit Deshpandé, Ofer Mintz, and Imran S. Currim

(Harvard Business School Working Knowledge) The coronavirus makes your customers less able and less willing to spend than before. How should you re-engage with them? Advice from Rohit Deshpandé and colleagues.

My Comment: I’m asked quite often what has changed in CX and service as we come out of the last three months of the COVID-19 crisis. This Harvard Business School article recognizes that customers may be “less able and less willing to spend than before,” and answers the question, “How should you re-engage with them?”

Dealing With Tricky Customer Service Situations: 16 Useful Tips by Forbes Communications Council Expert Panel®

(Forbes) To help, 16 associates of Forbes Communications Council advise customer service agents on how they can best deal with tricky events, especially when they don’t see those situations coming.

My Comment: How do you handle tricky customer service situations? Our friends at the Forbes Communications council assembled 16 tips on how to manage an experience that has (or is going to) go wrong.

How companies can elevate the digital customer experience by Tereza Litsa

(ClickZ) As the customer journey becomes more complex, it’s important for brands and retailers to deliver the best customer experience. Here are some trends and examples to consider.

My Comment: Let’s get digital. Here are some tips on how to make your digital experience better for your customers. This goes far beyond your website. It’s more than an online presence. It’s how customers are using technology to connect with you. Customers expect an easy, frictionless experience. While the focus is on consumers, there are some takeaways here for any type of business in any industry.

150 Customer Experience Quotes To Inspire Entrepreneurs by Rajat Chawla

(LinkedIn) For the ones who are looking for inspiration, we have highlighted some of the best customer experience quotes by prominent leaders and global experts.

My Comment: Here’s a great compilation of 150 customer experience quotes that will make some great conversation starters at your next team meeting. You’ll see quotes from everyone you would expect; Jeff Bezos, Warren Buffet, Sam Walton, Richard Branson and a host of customer service and CX experts. Enjoy!

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