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. Developing a customer-experience vision by Brooke Boyarsky, Will Enger, and Ron Ritter (McKinsey & Company) […]
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.
(McKinsey & Company) To provide a distinctive experience for customers, an organization must unite around the goal of meeting their true needs. Done well, the effort can power a vast amount of innovation.
My Comment: This is an excellent article about creating your customer experience vision, and most importantly, focusing on what’s important to the customer versus what you (and others in your company) think is most important. There are several great examples, but one that stood out was the case study of the airport to help us understand what needs to go into the process of creating the vision and the pitfalls we need to avoid.
(User Testing) Customer experience clearly has a big impact. But what is customer experience, exactly? It’s become a widely-used phrase in the last few years, but the problem is there’s no commonly accepted definition. Each person you ask will give you a different explanation.
My Comment: So many times I’m asked, “What is Customer Experience (CX)?” Well, our friends at User Testing have put together a great resource of 18 industry experts who weigh in on the definition. As CX becomes more and more important, this is a good place to start to define what CX means to you and your company.
(LiveChat) In this post I want to help you perceive different situations in customer service in a better way which will help you create positive thoughts and phrases.
My Comment: I believe that communication is one of the cornerstones of customer service. It’s easy to fix the problem of a broken product, cold food, an errant invoice, a lost shipment, etc. But if there is a breakdown in communication, well that may be the toughest problem to overcome. Bad communication causes a lack of confidence. This article has some great tips on how to communicate effectively and positively to your customers (and internal customers).
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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