Each week I read many 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. Eight Ways Companies Can Turn A Negative Customer Experience Into A Positive One by Young […]
Each week I read many 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.
(Forbes) To demonstrate how to turn unsatisfactory experiences into satisfactory ones, eight members of Young Entrepreneur Council shared their top-recommended ways to improve customer service.
My Comment: It is not if it will ever happen. It is when it happens. How do you handle a bad customer service experience? The Forbes Young Entrepreneur Council (YEC) has written an article that gives insights from eight very successful members on how to do exactly that. The goal is not only to fix the situation but to also restore their trust and loyalty with you.
(CMSWire) By understanding and tapping into those emotions, brands can build powerful connections that create fierce advocates. Think about a memorable experience you’ve had with a company. Why does it stand out?
My Comment: This is an interesting article about how a customer’s emotions play into the overall customer experience. Whether it is a good or a bad experience, the customer has an expectation. Can you meet it? If you do, can you create an emotional experience that brings them back? Do you understand the difference between understanding the customer and empathizing with the customer? All of this and more are covered in this excellent article.
(Rolling Stone) To make sure you’re delivering the best overall experience, you’ll need to start with a few simple steps. 10 Rolling Stone Culture Council members each shared one thing leaders can do to maximize convenience and create more happy customers.
My Comment: We’re back to one of my favorite topics, convenience. I even wrote an entire book devoted to this topic, The Convenience Revolution. If you want to create a better CX, eliminate the friction. Customers hate friction, and they will seek out the places that are easiest to do business with.
(ETCIO) Customer Experience is oft mistaken with customer service. The truth is far away from this. In fact, Customer Service begins, where Customer Experience Fails!
My Comment: I recently wrote an article about the difference between customer service and customer experience. This article includes a comment that I don’t always agree with: Customer service begins where customer experience fails. That said, there are some insights into the importance of managing CX.
(Hiver) Hiver surveyed 500+ US-based customer service professionals to find out how their teams handle requests – how quickly they respond, what channels they use, what KPIs they track to measure their support quality, and more!
My Comment: Here is an excellent benchmark report from Hiver. It includes some stats and facts that you should find interesting and relevant. The report takes a look at customer service from the company’s perspective and covers topics that include remote workforce, most popular customer support channels (phone, email, etc.), and more.
(Consumer Reports) Public rants may not get the results you want. Instead, send a private message to give it a chance to respond.
My Comment: I was recently interviewed by Consumer Reports about the best way to get complaints resolved, especially when you’re not getting the response you want or it’s hard to connect with a customer support rep. One area we covered was how social media can help. It’s not just about complaining to the world. A less outspoken approach may be your best approach.
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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