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Top 5 Customer Service & CX Articles for the Week of October 3, 2022

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. Customer Experience Statistics: 7 Formulas You Need to Know by Brianna Langley (CMSWire) As a […]

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.

Customer Experience Statistics: 7 Formulas You Need to Know by Brianna Langley

(CMSWire) As a customer experience professional, do you have to be a trained statistician?Thankfully, no. But it is important to have at least a foundational understanding of statistics. As we all know, statistics play a big role in measuring customer satisfaction and tracking progress over time. And formulas are how we develop our own parameters to capture those statistics.

My Comment: In the past few weeks, I’ve suggested articles on ways to measure customer experience/CX. I ran across this article that featured a couple of different ways to do so. Not all measurements are appropriate for every company, but you should know and understand the different options available to you.

One in Three Would Prefer to Reach Customer Service via Whatsapp by SME Web

(SME Web) One in three people would prefer to contact customer service via SMS or WhatsApp, new research shows, highlighting the need for businesses to employ a fully omnichannel presence. Despite call centres being a traditional means of communication between brands and their customers, this is now the preference for under half of the UK population (43%), according to a survey of 1,000 Brits by telecommunications provider Esendex.

My Comment: There are many ways customers can reach out for support. Our customer service research shows the phone is still number one. However, apps (like WhatsApp) are increasing in popularity. Do you need to be on WhatsApp or any other channel? You do if your customers are there. The research in this article claims that WhatsApp is becoming a popular way for a consumer to connect with a brand.

Pepsico Foodservice Exec Talks Unattended Retail by Elliot Maras

(Retail Customer Experience) PepsiCo Foodservice, looking to keep a pulse on consumer attitudes to these various solutions, conducted a consumer survey last year to gain a better understanding of what consumers are looking for when it comes to unattended retail. The company surveyed 1,000 consumers through an online questionnaire.

My Comment: When the executives of iconic brands, like Pepsi, share their opinions on consumers’ shifting trends and attitudes, we should pay attention. Self-service solutions in retail are being referred to as unattended retail. Pepsi surveyed more than 1,000 consumers and found “consumers prefer unattended retail more than ever because they want to shop at their own pace.” Technology is driving this trend. What started it, and is it here to stay?

How to Create Authentic Relationships and Build Customer Trust by Matt Bertram

(Entrepreneur Media) Brand equity, loyalty or affinity are really just terms used interchangeably to describe trust. While all brands strive to build trust with their customers, trust is earned and not given. According to a recent survey by Edelman, 88% of respondents stated that trust was an important factor in buying decisions, one percentage point less than the financial value of the products.

My Comment: There is no loyalty without trust. This article includes a power finding from a recent survey by Edelman: 88% of respondents stated that trust was an important factor in buying decisions, one percentage point less than the financial value of the products. BOOM! And there are five strategies in this article to help you and your organization create that trust.

4 Tips For Engaging With Customers’ Online Reviews by Forbes Councils Member

(Forbes) Reputation management has become a crucial element in any business’ sales strategy. Word of mouth is paramount as customer reviews are a crucial driver in consumers’ decision making. In fact, a 2021 Northwestern University Spiegel Research Center study shows that nearly 95% of shoppers refer to online reviews prior to making a purchase.

My Comment: This article focuses on how to respond to online reviews. That includes both negative and positive reviews. I’d add a fifth idea: to respond not only to negative reviews but also to positive ones. If a customer takes the time to say something nice, at least thank them!

BONUS

How to Recession-proof Customer Experience by ServiceNow

(ServiceNow) In an uncertain economy, companies need to put customer experience even more squarely in their sights. The pandemic showed that customer expectations increase in tough times, and to their credit, many companies stepped up—a global survey of 1,000 C-level executives showed that 70% have a growing focus around digital CX practices.

My Comment: I was recently interviewed by ServiceNow about how to recession-proof the customer experience. In tough financial times, many companies make the mistake of cutting in the wrong places – the places customers notice. I hope you find some insights here you can implement.

Top 10 Customer Experience Podcasts You Should Listen To by Justin Sheil

(Kustomer) Not only should businesses be considering podcasts as part of their own marketing strategies, but they should also be utilizing the wealth of insights in podcasts to evaluate and improve their own customer experiences. Customer experience (CX) professionals have to make a concerted effort to keep up with the ever-changing CX field. Podcasts are a tried and true way for these professionals to not only learn but to keep listeners up to date with technological advances within the industry.

My Comment: Thank you to Kustomer for including my podcast, Amazing Business Radio, in their top ten CX podcasts. Such an honor to be included with some other rockstar CX experts!

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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