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Top 5 Customer Service & CX Articles for the Week of June 13, 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. Sign Me Up! 10 Tips for Success with Subscription Business Models by Amanda Davis (CustomerThink) […]

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.

Sign Me Up! 10 Tips for Success with Subscription Business Models by Amanda Davis

(CustomerThink) Some of us are old enough to remember when subscriptions were limited to just sports clubs, newspapers, and magazines. In fact, the subscription-based business model has been around since the 1770s. It was originally established in London as a way to expand newspaper sales. In 2009 only 18% of the value of the top 100 brands was in subscriptions. This grew to 29% by 2018.

My Comment: We kick off this week’s Top Five with an article about the subscription model. If you say the word “subscription,” most people think of magazines and newspapers. Not anymore! Just about any business can offer a subscription. You can even subscribe to a car! This article shares excellent examples of different subscription models and success strategies.

Tools to Manage Customer Unhappiness by Servicebrand Global

(Servicebrand Global) Is it admirable to pursue a business model or strategic plan that aims to ensure all your customers are happy all the time? Or is this approach unrealistic, leaving your organization open to criticism and self-doubt when faced with genuine customer dissatisfaction and unhappiness?

My Comment: It’s back to basics, as this article shares what to do when your customers aren’t happy or have a complaint. Here you’ll find some of the ingredients that can turn around that unhappy customer. Again, these are the basics; listen, show empathy, apologize, and more.

4 Things Customers Want in 2023 by Salesforce

(Salesforce) “What do my customers want?” It’s one of the biggest, most important questions for success in business…and it changes all the time! Not to worry though. Tech influencer, Brian Tong has you covered. Watch to learn the four key takeaways from Salesforce’s State of the Connected Customer research report.

My Comment: We close out with something a little different. It’s not an article, but a short video from our friends at Salesforce sharing the four things customers want in 2023. This summarizes four findings from the State of the Connected Customer study. Tech Influencer, Brian Tong is your host and brings great energy and enthusiasm to this important topic.

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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