Each week I read a number of customer service articles from various online 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. Five Questions Customer Experience Professionals Are Asking Today by Michael Hinshaw (McorpCX) Everyone is talking […]
Each week I read a number of customer service articles from various online 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.
Five Questions Customer Experience Professionals Are Asking Today by Michael Hinshaw
(McorpCX) Everyone is talking about customer experience. What it is, why it’s important, how to deliver and how to improve it. Everyone, it seems, has an opinion. Which is why I thought you’d be interested in hearing what the experts are wondering about.
My Comment: This short article has five simple, yet powerful questions related to a company’s customer experience strategy. Reading the questions won’t take but just a few minutes. But answering them is another story. However, if you take the time to do so, I’m sure you’ll come up with some insights to help raise the level of your CX.
The Star Wars Guide to Net Promote Score by Paul Campillo
(TypeForm) Customers may not betray you like Anakin, but when your best customer decides to leave your business for good, wouldn’t it be nice if they told you why?
My Comment: If you are a Star Wars fan, you will love this article. (And even if you’re not.) The author uses Star Wars examples and artwork throughout the article to teach concepts and strategies related to NPS (Net Promoter Score). There’s some great information here, and it’s a blast to read. May the NPS Force be with you!
Nobody Knows if Voice Is Growing or Shrinking by Shai Berger
(Fonolo) Are voice interactions becoming a smaller part of the customer service picture? That’s a pretty important question for everyone involved in the call center industry.
My Comment: Is phone support the best way to get customer service and support? Are self-service options or technologies like instant chat overtaking what has been the most popular way to connect with a company? This article by Shai Berger, CEO of Fonolo and an expert in the customer support world, shares his thoughts in this thought-provoking article.
7 Steps to a Flawless Loyalty Program by Timi Garai
(Antavo) Well, after helping our customers build their loyalty programs, we’ve found the next 7 important steps to create a flawless loyalty program and put them into an infographic! Plus, the infographic also explains how a loyalty program can help to increase your eCommerce store’s profit.
My Comment: This short article is actually an infographic with great information about creating a loyalty program. Timi shares some creative “how-to’s” as well as a few interesting stats and facts to support the various concepts shared. And, the layout of the infographic makes it fun to read.
What Exactly Is The Future of Customer Service? by Dan Gingiss
(PureMatter) There’s a lot of talk about customer service these days, with social media driving much of the conversation: Customer service is the “new marketing”. It’s a major driver of a great (or lousy) customer experience. Millennials are demanding more of it, but on their terms. It’s vastly underfunded when compared with marketing spend.
My Comment: If you looked in a crystal ball to predict the future of customer service, what would you see? Well, you don’t need a crystal ball. You just need to read this excellent article by Dan Gingiss. And, once you read the article, be sure to download and listen to some of the episodes on his Focus on Customer Service podcast.
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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