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. Former Apple CEO John Sculley On The Importance Of Customer Experience by Blake […]
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.
Former Apple CEO John Sculley On The Importance Of Customer Experience by Blake Morgan
(Forbes) Today, Apple regularly tops lists of companies with the best customer experiences and the most innovative products. But that hasn’t always been the case.
My Comment: As long as we’re on the topic of great companies, let’s move from Amazon to Apple. Here’s a peek behind the scenes from former Apple CEO, John Sculley, sharing his view on the importance of customer experience. And when you’re finished reading the article, be sure to listen to the entire interview where Blake Morgan interviews Sculley. The link to the podcast is at the end of the article.
Customer experience, innovation, artificial intelligence, culture….a look inside Amazon – Interview with Claire Whitaker by Adrian Swinscoe
(Adrian Swinscoe) Today’s interview is with Claire Whitaker, a product and artificial intelligence (AI) consultant, who over the last nine years has worked in lean innovation, customer experience (CX), product management and technology including AI teams at top companies across industries, including Amazon. Claire joins me today to share some insights from her experience and, particularly, from her time at Amazon.
My Comment: We’re back to Amazon… kind of. Adrian Swinscoe interviews Claire Whitaker, an artificial intelligence (AI) consultant who spent five years working at Amazon. Swinscoe shares highlights from his interview focused on innovation and the customer experience. My favorite tip from the interview: Start with your customer… Try and get their point of view because from there everything else will fall in place.
Happy employees are your customer experience secret weapon by LogMeIn
(VentureBeat) Customer experience has long been predicted to overtake price and product as the key differentiator for brands, and in 2020 companies are on board and investing heavily.
My Comment: I share many articles on this topic. It’s short and to the point, reminding us how important it is to focus on employees as much, if not even more so, as customers. What happens on the inside of an organization is felt on the outside by the customers.
The Human Experience Trumps CX and EX in Times of Crisis by Howard Lax
(CustomerThink) In other words, how do companies maintain the Customer Experience/Relationship and Employee Experience/Engagement through a period of uncertainty and stress touching every aspect of their lives?
My Comment: We’ll close out this week’s Top Five with a reference to COVID-19. The author offers some very sound advice about managing the customer experience in the midst of a crisis – COVID-19 or any other crisis. The author says it well: “There is no silver bullet, no magic potion. But if I may offer one piece of advice, it is this: In times of crisis, it is the human experience, not the customer or employee experience, that matters.”
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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