5 Top Customer Service Articles For the Week of February 3, 2020

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.

6 Hot Customer Loyalty Trends Emerging in 2020 by Brad Davis

(Digital Doughnut) As someone whose job it is to keep a watchful eye on what’s happening in customer loyalty, I’ve compiled this list of essential trends to keep in mind this year. Ignore these trends, and you risk losing your customers to competitors that are staying on top of where the industry is going!

My Comment: Here’s a short article about six trends we should all be aware of and, if appropriate, consider for our organization. Ideas on customers’ desire for “instant gratification,” personalization, social responsibility and more are covered. Loyal customers buy more often, spend more and will even talk about you to their colleagues and friends. Who doesn’t want customer loyalty?

Leveraging Tech To Improve Customer Experience: 11 Smart Techniques by Expert Panel

(Forbes) 11 members of Forbes Technology Council explain some techniques businesses can use to improve their customers’ experience.

My Comment: Technology continues to play an ever-increasing important role in the customer experience. It is more important than ever to have positive interactions with your customers that go beyond human-to-human. Managing the digital experience is crucial. 11 members of the Forbes Technology Council share their ideas on how businesses can leverage technology for a better customer experience.

Exploring the Full Potential of Customer Experience by Mary Drumond

(Worthix) I’d like to make the case that most companies out there are still failing to explore the full potential of Customer Experience. While the general concept of CX may have hit mainstream, converting that concept into actionable results still seems to be a ways out.

My Comment: What’s your definition of customer experience? Years ago it was just another phrase for customer service. It’s changed since then. A lot! This author has her take on what it means, and it’s worth considering. She shares a few other definitions from Gartner, Forrester and more. Great “food for thought.”

Add Enchantment To Your Customers’ Experiences by Chip Bell

(Forbes) The Craddock Terry Hotel is a case study in customer experience whimsy.

My Comment: Here’s an interesting concept in customer experience: enchantment. Customer service expert Chip Bell defines enchantment as, “The outcome when children’s stories and children’s imaginations partner to entertain, intrigue, instruct, and inspire,” and then goes on to explain the role it plays in the customer experience.

5 Reasons to Invest Now in Customer Experience by Andrew Neff

(ICMI) Here are five reasons why the time is now to advocate for efforts to enhance CX.

My Comment: How do you get leadership to invest in customer experience? This article has five compelling reasons to do so. So, the next time you approach leadership about making an investment in this oh-so-important area, consider working one or more of these reasons into your pitch deck and story.

BONUS

Do You Know What Your Customers Really Want? [Infographic] by Jennifer Hanford

(Business2Community) Let’s talk about a few things to consider for gaining more insight into your customers’ “wish lists.” As a bonus, following the tips that I share will also help your business stand out from other companies within your industry.

My Comment: Here’s a bonus… A short article and infographic about what customers really want. The article starts off with three tips and then includes a visual graphic with stats and facts tied to the customer support center.

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.