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. 5 Ways to Ensure Customer Satisfaction in a Supply Chain Crisis by Staples Worklife Magazine […]
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.
(Staples Worklife Magazine) The supply chain crisis is causing product backorders and shipping delays that will affect all shoppers this holiday season. Learn how to ensure customer satisfaction despite supply chain disruptions.
My Comment: I just came across this article and the accompanying infographic this week, and while it may have come out sooner, the timeliness of it couldn’t be more appropriate. In short, this is Staples sharing their take on how to communicate to customers about supply chain issues, which are plaguing many companies and causing customers to become very upset. This may be exactly what you need to save that angry customer.
(diginomica) Customer Success isn’t just the name of a department – it’s a top-down, company-wide philosophy and responsibility to deliver an exceptional customer experience. But that’s easier said than done. Michelle MacCarthy of Unit4 shares practical steps to fulfil the customer-centric promise.
My Comment: The summary of this article says it all. If you’ve studied my work, you know one of my favorite sayings is, “Customer service is not a department. It’s a philosophy to be embraced by every employee, from the CEO to the most recently hired.” That’s exactly how this article starts. To put it in the author’s words, “It’s a top-down, company-wide philosophy and responsibility…” There are several good ideas for you to consider if you want to be “truly customer-centric.”
(Retail TouchPoints) Brands have always focused on personal touches and customization for consumers, yet a recent eMarketer report found growing concerns around data privacy, with nearly nine out of 10 consumers saying it’s important to them. In fact, three out of 10 consumers worldwide have switched providers due to concerns with those companies’ data policies or data-sharing practices adding fuel to the fire.
(CustomerThink) We are in a new digital experience frontier. In the past two years, digital customer engagement went from being a fun perk to a business critical must-have. As consumers we enjoy the benefits of early access to the sales on our favorite goods, playlists that anticipate our music interests, celebrations when we reach our 100th ride, and much more on a daily, if not hourly, basis.
My Comment: Personalization can give you a competitive advantage. It can cause customers to come back. It can even create loyalty. The author includes four strategies. I like them all, but what caused me to want to include the article in this week’s roundup was number four, as it emphasizes the power of first-party data. If you read number three in today’s weekly roundup, you’ll understand how this all fits into creating a better CX.
(Total Retail) A year when shifting consumer behaviors and heightened expectations made the jobs of customer service (CS) teams a whole lot more difficult, 2021 illuminated the rising value of great CS for brands looking to pave a path towards success post-pandemic.
My Comment: I want you to pay attention to the three ideas in this article. And if you’re not in retail, it still 100% applies. 1. Know that your customers are more impatient than ever and there is a “need for speed.” 2. What people are saying about you, your brand, and your experience, is more important than ever. Customers talk and your other customers – and potential customers – are listening. 3. There is magic in how you recover when a customer has a problem or complaint. Done right, the customer will appreciate you more than if the problem never happened in the first place.
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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