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. Amazon Bringing One-Day Shipping To Prime Shows The Real Battle For Customers by […]
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.
Amazon Bringing One-Day Shipping To Prime Shows The Real Battle For Customers by Daniel Newman
(Forbes) With a $800-million-dollar investment in technology, fulfillment and logistics, Amazon one-day shipping is now standard for Prime members, the race for customer loyalty in retail is getting even more expensive.
My Comment: While this article has some great insight into why Amazon is at the top of their game when it comes to convenience (and one-day delivery), it also gives some insight as to why the competitive landscape of any type of business, not just retail, is becoming more difficult. Companies like Amazon raise the bar for everyone. They teach customers what a good customer experience is like – and customers now expect that from almost anyone they do business with. As you read this article, think of how this relates to your business.
New Study: Customer Service Focused Businesses Must Prioritize Mobile, Frictionless CX & Protecting Customer Identities by Christina Luttrell
My Comment: Privacy and identity issues are at the top of our customers’ minds with whom they do business. They trust (actually demand) that these companies manage their information with integrity and protect their identities. Yet customers also want to enjoy a digital experience with little or no friction. As customers use their smartphones for more and more business, it is incumbent to give customers confidence that they are dealing with safe and secure companies.
Ten Best Practices for Boosting Employee Engagement by CXAPP
(CXAPP) Building Engagement is About Fostering More Productive, Loyal and Happy Employees. These are the Tips that Will Help You Achieve That.
My Comment: Work on your employee engagement and you’ll have better customer engagement. What’s happening on the inside of your organization is felt on the outside by customers. Here’s a list of ten “best practices” to boost your employee engagement. That translates to higher morale, lower turnover and happier customers.
How To Create Customer Journey Map Of A Restaurant? by By Team Survaider
(Survaider) A customer journey map drops you into the shoes of your customers and makes you understand how and when they interact with various touchpoints of your restaurant.
My Comment: I’m a big fan of journey mapping the customer experience. If you haven’t done it, here is a great example. It’s about creating a journey map for a restaurant experience. Even if you’re not in the restaurant business, this is such a clear example, you’ll be able to see the benefits and opportunities your organization will have if you choose to go through this valuable exercise.
3 Reasons Why Marketing and Support Teams Should Work Together by Valeriya
(SeesionStack) In this blog post, I’ll focus only on the role customer support plays in a successful marketing strategy. It is important for Customer Support and Marketing teams to work hand-in-hand because together they will create better customer experiences, bring more revenue, attract more loyal customers and retain more engaged employees.
My Comment: The lines between the marketing department, customer service and customer experience are being blurred to the point that maybe they should all be grouped together. Just a few years ago it was said customer service is the best marketing strategy. And, recently it has been touted that customer experience is the best marketing strategy. This article has plenty of ideas that will make you think about all three as one big strategy. I don’t really care what you call it, as long as it gets the customer to come in, come back and talk about you (positively).
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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