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. Chatbots Make There 3 Customer Experience Improvements Possible by Rose de Fremery (SmarterCX) […]
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.
Chatbots Make There 3 Customer Experience Improvements Possible by Rose de Fremery
(SmarterCX) The chatbot age is here. According to Gartner, the average person will have more conversations with bots than their spouse by 2020.
My Comment: In 2017 Gartner predicted that by 2020 the average person will have more conversations with bots than their spouse. Perhaps I have more faith in the institution of marriage, but I struggle to agree with that statistic. But, what I do agree with the author’s view about the three ways chatbots are making the customer experience better.
Modern Thinking for Customer Experience Indexes by Lynn Hunsaker
(CustomerThink) Entering the 2020s decade, it’s time to re-think the picture you’re painting.
My Comment: Peter Drucker (and others) have said, “You can’t manage what you don’t measure.” The many different ways that numbers can tell a story of success (and failure) are overwhelming. The author showcases several ways to measure the success of customer service and experience. Everything from NPS to CSAT to Customer Lifetime Value and more.
Finding connection in a frictionless world by Ivan Bojanic
(Retail Customer Experience) Every transaction is a journey. And every journey has bumps along the road, such as unwanted delays, getting lost and backtracking. In a consumer context, reducing those bumps to make consumers’ journeys smooth, quick and enjoyable is the idea behind “frictionless” transactions.
My Comment: I’m all for a frictionless experience. (I even wrote an entire book about it, The Convenience Revolution, about the subject.) All things being equal, the company that is easiest to do business with will win. This article takes the approach that too much convenience can de-humanize a company. The best companies will find a balance that integrates a human-to-human relationship with a convenient and frictionless customer experience.
Change your mindset; guests not customers! by Kelly Herrick
(Blooploop) If we want to create connected, authentic experiences, we must shift away from a customer mentality and be of true service to our guests instead.
My Comment: Customer is just a word to describe the person who does business with you. So is the word guest. But somehow referring to a customer as a guest will often drive a different customer service experience. Even if you don’t call them guests, your customer service and CX strategy might benefit to this minor change in vocabulary.
Report: Retention critical to growing subscription economy, but ownership and tactics need work by Bob Thompson
(CustomerThink) Subscription businesses are growing, big time. From cloud-based technology providers like Salesforce.com to consumer-focused brands like Stitchfix, increasingly the strategy is to convince customers to commit to recurring payments rather than a one-time charge at the beginning.
My Comment: The subscription model is powerful. Monthly recurring revenue for the company and a predictable delivery of a product or service for the customer is a truly a win/win situation for both parties. Bob Thompson, the man behind “Customer Think,” shares a very interesting take on what it will take to sustain and retain your subscribers.
100 Best Customer Service Books of All Time by BookAuthority
(BookAuthority) As featured on CNN, Forbes and Inc – BookAuthority identifies and rates the best books in the world, based on public mentions, recommendations, ratings and sentiment.
My Comment: BookAuthority just released their list of the top 100 customer service books of all time. Plenty of good ones to choose from. How many have you read? And, I’m honored that four of my books made the list. Thank you BookAuthority!
Top 20 Customer Experience Podcasts You Must Follow in 2020 by Anuj Agarwal, Feedspot
My Comment: If you don’t have time to read a book from the list of “Best Customer Service Books of All Time,” consider listening to a podcast. Here is a list of the top 20 customer experience podcasts. Again, I’m honored to make the list with my show, Amazing Business Radio.
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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