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. Improve customer loyalty and retention by focusing on relationships by Sarah Olson (Zendesk) […]
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.
Improve customer loyalty and retention by focusing on relationships by Sarah Olson
(Zendesk) Read on for customer retention strategies and tips to build long-term relationships that improve your customer loyalty.
My Comment: I’ve always preached that there are two types of loyalty programs. The first is based on creating enough value through the experience the customer would never want to go anywhere else. The other is more of a marketing program that rewards customers for coming back. For example, an airline frequent flier program. In the end, you must have a good relationship with the customer. That is a big factor in driving customer loyalty, and that’s what this article is about.
Why content is the foundation for a successful e-commerce shopping experience by James Bathgate
(Retail Customer Experience) Below, let’s explore different ways retailers’ content can establish their brand as an expert, build trust, and lead shoppers to purchase.
My Comment: A content marketing strategy isn’t just about marketing and getting name or brand recognition. It’s also about the customer experience. This article explores different ways to deliver value-added content that enhances the customer experience. My personal favorite on the list is the use of video. Video can tell, sell and connect with your customers.
The Impact Of Employee Experience On Customer Experience by Sagi Eliyahu
(Forbes) Companies must build organizational cultures of treating employees well, as if they are customers, too.
My Comment: This article focuses on one of the most important aspects of driving loyalty, creating a better customer experience, and delivering stellar customer service. The concept is simple. Focus on employees first. The article refers to a Gallup report that lists five concepts that are critical to the employee-focused culture. If you want happy customers, start with your employees.
How Apple Uses Psychology to Develop Outstanding Experiences by Colin Shaw
(Beyond Philosophy) Achieving customer-driven growth often has a significant obstacle, but it’s not what you would expect. It turns out that the hidden unmet needs we are talking about are often something your customers don’t even know they want.
My Comment: Sometimes during a speech, I’ll ask the audience, “Who are your favorite brands to do business with?” I almost always get two answers: Amazon and Apple. This article focuses on Apple, and whenever we can learn from an iconic brand, take advantage of it. Colin Shaw, customer experience expert, shares 11 insights about how Apple creates customer-driven growth.
Gartner Outlines Customer Service and Marketing Priorities to Mitigate Coronavirus Disruptions by DestinationCRM.com
(destinationCRM.com) As the COVID-19 coronavirus spreads globally, Gartner has identified three impact areas where customer service leaders and four areas where marketing leaders should focus to manage risk and ensure continuity of operations.
My Comment: Okay… I had to include one article that addresses the coronavirus pandemic. Our friends at Gartner have identified some strategies that customer service and marketing leaders should consider as they work on ways to ensure their business can operate in this temporary “new normal.”
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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