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. An open letter on customer service during a pandemic by Paul Selby (CustomerThink) […]
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.
An open letter on customer service during a pandemic by Paul Selby
(CustomerThink) It’s an understatement to say we are living in interesting times. Now declared a pandemic, the novel coronavirus COVID-19 is impacting everyone’s lives.
My Comment: First, I hope everyone is safe and healthy. The entire world is looking at life and business through a different lens. There are many unanswered questions we have about how the coronavirus will impact us. I chose this article as it’s author, Paul Selby from ServiceNow shares some common sense tactics to help us get through this chapter in our lives. His big message from the article reminds us to start with patience, kindness, and understanding.
7 Customer Service Email Tips That Will Boost Customer Experience by Syed Balkhi
(CustomerThink) A significant amount of your interactions with customers will take place via email. Whenever customers receive an automatic welcome email or a purchase confirmation, you’re building their experience with your brand.
My Comment: With all the messaging, Tweeting, Facebooking and more going on, we sometimes overlook a powerful staple in communication with our customers; email. Here’s a good article that reminds us of what goes into an email that will create a better customer experience.
Keep your customers coming back with ‘surprise and delight’ technique by Liam Keegan
(xSellco) Motivating customers to come back for repeat business is what every seller wants to do — but it’s no easy feat. In fact, it’s even harder for online sellers than it is for the high street.
My Comment: When it comes to customer service and support, I’m not a big believer of “surprise and delight.” The reasons could fill several chapters in a book. That said, when it comes to loyalty programs, the concept is valid. While this article does cross into the customer support world, their focus of surprising and delighting loyal customers with more perks can work.
How AI Assistants Close The Gap In Customer Service? by Niharika Gupta
(CustomerThink) The AI assistants have already conquered our homes, the beach trips, and even your ride back home. In the workplace, the assistants are helping to fill the gaps that have continuously affected customer service.
My Comment: For a long time I’ve been preaching that AI can be frustrating for customers, but an amazing tool for the customer support center (and its agents). Here is a list of five ways that AI can create a better customer experience by supporting the agent versus the customer.
How to Keep Your Customer Experience Momentum by Jeannie Walters
(Experience Investigators) We are faced with unprecedented challenges. Not just our organizations, but our whole world. We toss around terms like social distancing and pandemic in ways we couldn’t have imagined a few short weeks or even days ago.
My Comment: We close this week’s TOP FIVE with a reminder that in spite of the coronavirus crisis, we must continue to deliver a strong customer experience. Last week I released a video about how many businesses will be trimming expenses and to be cautious about trimming in areas the customer will notice. This article by customer service expert, Jeannie Walters gives us some very specific tools to help us maintain our CX momentum.
Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. For information on The Customer Focus™ customer service training programs go to www.TheCustomerFocus.com. Follow on Twitter: @Hyken
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