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. The Hidden Costs of Poor Internal Customer Service By Joanne Wortman (Integrify) Of course, every […]
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.
(Integrify) Of course, every business understands the need to maintain a high commitment to providing excellent customer service. Oddly enough, some businesses still ignore the hidden costs of poor internal customer service. The reason is simple. Management doesn’t even realize or acknowledge that internal customers exist.
My Comment: The internal customer is just as important (if not even more so) as an outside customer. Many successful leaders have created a culture that focuses on the belief that if you take care of employees first, they will better engage with customers and give them even better service. This article looks at the internal customer and the process behind delivering better internal service. As I always say, what’s happening on the inside of an organization is felt on the outside by the customer.
(CMO) CMO catches up with Volkswagen Group Australia’s inaugural director of customer experience to find out how he’s ensuring customers are front and centre of decision making
My Comment: Volkswagen is one of the world’s recognized brands. I love getting an inside view of how any major brand delivers a stellar service experience. Jason Bradshaw has been brought in to raise the bar on VW’s service. Here is a glimpse into the way he’s going about it. There is plenty of good ideas here that any organization can take advantage of.
(IBM) Customers are dynamic and involve continuous effort. Customer analytics allow brands to deeply understand their customers and how they are changing, so they can adapt to evolving customer demands. Building lasting customer loyalty requires a multifaceted analytical approach.
My Comment: How do you turn the average customer into a lifetime customer? Pay attention to the five points that Laura Loughran makes in this excellent article – especially point one, which is about attrition. Before you can start to work on loyalty, it’s a good idea to know why customers aren’t loyal.
(LiveChat) I’m going to show you lessons from Disney, the king of customer experience, on how to improve your customer journey so people also fall in love with your brand.
My Comment: How does Disney manage the customer journey? Read this article to find out how. It is filled with nuggets of wisdom about how Disney designed their customer journey – and much more. And, it also includes some fun and fascinating Disney trivia that will make you smile.
(Talkin’ Cloud) When you speak to Brian Solis, the acclaimed digital analyst and anthropologist and author of books such as X: The Experience Where Business Meets Design, you get the impression of a student of life. While many follow his professional outputs and utilize them as best practices in business innovation, digital transformation, experience design and other initiatives, he does not spend much time burnishing his credentials. He’s too busy looking for the next opportunity to engage customers, employees and potential stakeholders.
My Comment: Brian Solis is one smart dude, especially when it comes to customer experience (CX). I’m a huge fan of his work, and his recent book, “X: The Experience Where Business Meets Design,” is one of my favorites. So, when Brian has something to share, I listen. Here are five lessons to consider as you work on your CX strategy.
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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