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. 5 Ways AI can Revolutionize Customer Experience by Vandita Grover (MarTech Advisor) Customer […]
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.
(MarTech Advisor) Customer Experience (CX) is a competitive differentiator and driving force for a business’ success. For marketers, it is important to explore powerful opportunities that can drive improved customer engagement and interactions.
My Comment: If you’ve ever asked the question, “How AI can impact the customer experience?” then this article will give you the five best answers. Good basic information with excellent examples of how AI is changing the way we do business.
(Forbes) When engaging in a difficult dialogue, it’s easy to see the adversarial relationship between two parties. There’s the company’s viewpoint and the customer’s viewpoint. But what about a counterpoint?
My Comment: What do you do when a customer’s complaint gets escalated to a level beyond support or a social thrashing on a social media channel. Here are five ways strategies to help you go from rants and threats to a resolution.
(Inc.) An outstanding product or service is not enough to attract — and maintain loyalty.
My Comment: What if the word HELP was an acronym, where H meant Hear the customer out, E stood for Empathy, L meant Leading the customer to a resolution and P was about Providing the right course of action? That’s what Susan Steinbrecher came up with in this short article about how to resolve customer complaints and problems.
(Forbes) Even if you know that innovation in CX is the primary way to compete and win today, you might not know how to get started. Here are three strategies to spark CX innovation.
My Comment: This short article focuses on CX innovation. One of the powerful ideas the author shares is about CX training for the entire organization. Spot on! I believe that CX, like customer service, isn’t a department. It’s a philosophy to be embraced by everyone in an organization. It’s in the culture of a company.
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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