Top 5 Customer Service Articles For the Week of June 29, 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.

4 Actionable Customer Experience Statistics For 2020 by Daniel Newman

(Forbes) The following are five statistics that show customer experience is more than just a trend; it’s a full-blown tide that will shape how businesses must need to operate moving forward.

My Comment: The author took four statistics – and you may be familiar with these – and suggested specific actions to take as a result. Of course, you knew that most buyers will pay more for a good service experience, but are you doing anything about it? Don’t just read these and think about them. Use them as a catalyst to take your CX to the next level.

The Definitive Guide to Monetized Net Promoter by Sarah Frazier

(CustomerGauge) In this eBook, we’ll discuss the four steps within this new model and summarize findings from our white paper that will help you capitalize on customer feedback and grow your bottom line.

My Comment: The Net Promoter Score (NPS) is one of my favorite methods for measuring customer sentiment. A high score tells you your customer is happy enough to recommend you. Great job! But there’s more. This report will help you learn how to monetize the score. Once again, don’t just read and think about these ideas. Take action on them!

Excellence in customer service in the new normal by Jeff Wolf

(SmartBrief) In my coaching and consulting sessions with executives during the pandemic, we’ve discussed critical issues such as speed, agility, resilience, pivoting, adaptability, prioritizing, change, strategy, scenario planning, transformation, rebuilding, rethinking and much more.

My Comment: I admit to being tired of the phrase, “new normal,” but I’ll get over it. No doubt we are in a different place than we were just four or five months ago. This short article covers a concept that is more important than ever, and that’s customer trust. It’s imperative we create trust and confidence with our customers. To me, that’s always been true, but it is now more important – and truer than ever.

Six strategies to build your post-COVID customer experience by Hazel Morton

(365Retail) These new habits and priorities will benefit some companies while hurting others. For both, it’s critical to look at business through the customer lens to create a blueprint for customer engagement and loyalty in the months ahead.

My Comment: As the economy around the world is opening up post-COVID-19, there are plenty of people weighing in on what’s important. Here are six strategies that will help you navigate the return of business. Pay attention to number five, which is to “Think Local.” I’ve been a big believer that the best companies are able to deliver a local flair to the experience.

Retailers Face a Data Deficit in the Wake of the Pandemic by Angel Evan and Amber Rivera

(Harvard Business Review) This recalibration exercise will help retailers quickly figure out how to stay relevant as American consumers change.

My Comment: I found this article fascinating. When the world went into a shut-down, we did more than just lose some – if not all – of the business we were doing. We also lost the data/information that went along with it. We lost the ability to spot a trend, manage distribution by the numbers and more. This is referred to as an information deficit, and here is a short list of five ideas on how to deal with it.

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