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Top 5 Customer Service & CX Articles for the Week of March 21, 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. 15 Stats About Post-Covid Customer Service by Blake Morgan (Forbes) As the pandemic starts to […]

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.

15 Stats About Post-Covid Customer Service by Blake Morgan

(Forbes) As the pandemic starts to subside and the dust starts to settle, companies can move from survival mode to preparing for the future and adjusting to changes and trends in the post-Covid world. Chief on that list is updating customer service efforts. These 15 stats show how customer service has changed because of the pandemic and answer the big question: what comes next?

My Comment: My friend and fellow customer experience expert, Blake Morgan, has assembled an interesting set of stats and facts about post-pandemic customer service and CX. Our customer service research supports the theme. 59% percent of the more than 1,000 consumers we surveyed feel that customer service is worse now than before the pandemic.

5 Tips to Increase Your Customer Satisfaction in 2022 and Beyond by Wise Marketer Staff

(The Wise Marketer) Customer satisfaction is affected by all brand touchpoints, from first impressions to customer service, and impacts customer loyalty. And today, meeting the bare minimum customer service expectations will not make the cut.

My Comment: Here are five excellent ideas/tips to improve your company’s customer experience. It’s not so much that there is anything new here, but it’s a solid list: self-service options, an omni-channel experience, measuring success, turning around negative feedback, and doing more than expected. Sometimes common sense makes the most sense!

How Retailers Can Improve Their Customer Retention Rates Through UGC by Adam Dornbusch

(Total Retail) To help keep brands growing and revenue increasing beyond a customer’s initial experience, here are some concrete steps brands can take to engage their customers this spring season after they’ve purchased a product.

My Comment: User Generated Content (UGC) is about letting customers share their stories and ideas about your products and services. Testimonials and customer reviews are powerful. And right up there with that power is when customers create content (written and video) for the world to see. And even though the article is focused on retail, this concept can work in almost any industry.

The Five Cs of Customer Service by Call Centre Helper Magazine

(Call Centre Helper Magazine) If you are looking for contented customers, then there are five key areas that you need to address. Read on for the Five Cs of quality customer service. The best and easiest ways to gain a considerable advantage over your competitors.

My Comment: Another great list, and this time the Five C’s of customer service which includes Care, Competency, Culture, Consistency, and Communication. These five C’s, and the explanation behind them, are great topics to start a conversation for your next team meeting.

Customer Experience in the Age of AI by David C. Edelman and Mark Abraham

(Harvard Business Review) In this article we explore how cutting-edge companies build what we call intelligent experience engines to assemble high-quality customer experiences using AI powered by customer data.

My Comment: This article is as much about AI as it is about personalization. The authors use Brinks, the 163-year-old armored car company as an example of how a brand can use AI to improve the customer experience. The big benefit reaches the customer in the form of a more personalized experience. Of course, there’s much more in this outstanding article.


Top 10 Recruitment Strategies Every Customer Service Leader Must Know by Misa Chien

(Autopilot Reviews) If your recruitment process doesn’t attract the right talent or takes too long to bring in new team members, your current agents will face increased pressure. This, in turn, reduces the quality of the service being delivered, not to mention the fact that it can drastically limit call handling volumes at the same time. Fortunately, the opposite is also true: a solid recruitment strategy is one of the best ways to improve the quality of the service offered by your agents while also scaling your call center in a sustainable way.

My Comment: If you run a customer support contact center, this is a must-read article on how to recruit and hire the best candidates. I was asked to share my thoughts on how to get and keep good employees in an industry that is known for high turnover. The author provides several interesting and different ideas.

State of Consumer Behavior 2022 by Raydiant

(Raydiant) Though brick-and-mortar and online commerce are complementary features of many organizations, it’s vital to maintain healthy comparisons between the two. You’ve invested heavily in your stores, and you want shoppers to experience them. If consumers trend too far towards online-only shopping, it becomes difficult to recoup investments in your stores.

My Comment: This isn’t an article, but a full report on consumer behavior, and it is excellent. There are plenty of stats and facts, and the end of the article includes commentary from several experts (including my comments).

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 Connect with Shep on LinkedIn.

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