Each week I read a number of 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. Yaron Morgenstern: Digital Customer Experience Is All About the People by Sharon Florentine […]
Each week I read a number of 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.
Yaron Morgenstern: Digital Customer Experience Is All About the People by Sharon Florentine
(CMSWire) Yaron Morgenstern spoke with CMSWire about the ideal digital experience, why organizations need to look at the big picture first and the importance of focusing on outcomes.
My Comment: This is a fascinating article – actually an interview – featuring Yaron Morgenstern, the CEO OF Glassbox Digital. It covers his thoughts on the balance of digital and people, with a focus on functionality, usability and security.
3 Employee Experience Touchpoints That Impact Customer Experience by Jeannie Walters
(Experience Investigators) Employee experience has been called “the new customer experience” and “the answer to customer experience” in more than one article. There is no doubt the experience employees have, how engaged they are, and how well prepared they are has a direct impact on customer experience.
My Comment: I’ve always felt the focus on employees the way to create a better customer experience. This article focuses on three areas that you might not normally think of for your outside customers. I especially appreciate the first point, which is a focus on the first impression, which for employees starts at the “candidate experience.”
5 strategies for keeping customers happy and growing your business by Martin Zwilling, Inc
(Business Insider) If you are rolling out a new business, or focusing on a revamp for your existing one, here is a summary of the key elements I recommend, as a long-time business adviser, for a winning customer-centric strategy today.
My Comment: This is an excellent list of five ways to get your customers to come back. There are a couple of interesting points made. My favorite is number three, which is to dominate your industry before expanding to others. I’ve seen companies who want to diversify make the mistake of moving too quickly into a new industry before “perfecting” the one they are in.
5 Experiences That Define Strong Customer Service by Wise Marketer Staff
(The Wise Marketer) The level of competition in various industries constantly grows because customers have many options to choose from. The strong competition encourages companies from different niches to use artificial intelligence, cloud, and mobile technologies to provide valuable, personalized, and seamless customer experience.
My Comment: Want to meet – and even exceed – your customers’ expectations? Then read this article and pay attention to all five points. Simple ideas, yet powerful when executed well.
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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