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. PwC Leader: Why Retailers Must Balance Digital-driven Experiences With Human-led Interaction by Judy Mottl (Retail […]
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.
(Retail Customer Experience) In the past year, one in four consumers have stopped buying or using a retailer due to a bad experience with a product or customer service and more than half, 55%, will stop using or buying from a retailer after several poor experiences. Worse, 8% of consumers will stop buying or using a retailer after just one bad interaction.
My Comment: This article is actually an interview with PwC Customer Transformation Leader George Korizis. While the title focuses on retailers balancing digital and human-to-human experiences, there is a lot that any company (B2C or B2B) can take away from the lessons shared. In short, companies must balance technology and human-to-human experiences, otherwise, they risk creating the connection that gets customers to want to come back.
(Dan Gingiss) Why do customers love certain brands but not others? Is brand love random, based on the latest viral video? Or is it strategic, based on an intentional focus on customer engagement?
My Comment: My friend and fellow customer experience expert, Dan Gingiss, shares his take on a Talkwaker’s new Brand Love Index. Who doesn’t want their customers to love them? A stat from the report claims that “loved brands grow 3X faster than the industry average. So, what do you do to get your customers to love you?
(CMSWire) Ongoing learning initiatives are vital for employee growth, enhancing employee satisfaction and improving retention rates while adding valuable skill sets to a company. Brands looking to facilitate such growth, as well as CX professionals interested in improving their knowledge, are now turning to numerous online courses available for customer experience. Let’s look at the top five online customer experience courses and certifications.
My Comment: There is a lot of crossover between customer service and CX training. Depending on the course, it’s not just for the frontline or the people designing a user/customer experience. Some training courses are designed for all employees. That’s been my philosophy as we designed our popular customer service training programs. CMSWire shared five other options for customer service and/or experience courses that include courses from LinkedIn, Udemy, and others. Depending on what you’re looking for, you want everyone to take the same courses, understand a common language, and you want the ability to track and monitor the progress of your employees.
(Forbes) By instituting a subscription service, you can shift your focus away from customer acquisition and toward customer retention. Allowing your team to spend more time and effort keeping your loyal customers happy and well-stocked will position your company for success.
My Comment: If you’ve been following me, you may know I’m a huge fan of the subscription model. It’s a great experience for customers and provides predictive recurring revenue. Many people don’t realize that almost any business can incorporate a subscription strategy. It’s not just for consumables, retailers, and software (SaaS) companies. Auto manufacturers have even been experimenting with people “subscribing” to their cars. If you don’t already have a subscription model, here are nine reasons that may help you decide to make a move.
(MarTech Series) Brands still have significant work to do in creating a more effective, customer-friendly mobile experience. When customers are struggling to get questions answered within your app or when they run into issues and can’t figure out how to talk to a real person, this creates heightened feelings of irritability and displeasure. Brands may be unknowingly putting their customer loyalty at jeopardy if their mobile app becomes an occasion of friction and frustration.
My Comment: It wasn’t that long ago when having an app for your business made you the “cool kid on the block.” Today it’s expected. Customers are using apps for shopping and customer support. Unfortunately, many customers aren’t getting the experience they want, especially on the customer support side. The author of this article says, “Brands still have significant work to do in creating a more effective, customer-friendly mobile experience.” Do you have an app or thinking about developing one? Then read this article.
Shep Hyken is a customer service expert, professional speaker, and New York Times bestselling business author. Go to The Customer Focus™ to learn more about our customer service training programs. Follow on Twitter: @Hyken
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