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. Consumers And Brands Disagree On Customer Experience, Poll Finds by Ray Schultz (MediaPost) […]
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.
Consumers And Brands Disagree On Customer Experience, Poll Finds by Ray Schultz
(MediaPost) Consumers and brands are on a collision course over what makes a good customer experience.
My Comment: Are you ready for a reality check? Ask marketers (as in brands) if they think they are doing a good job of delivering a good CX, and 82% say they are, however only 10% of customers strongly agree. That stat and more are what you’ll find in this very short, but interesting article.
Set customer service agents up for success as Black Friday approaches by Paul Selby
(CustomerThink) Friday, November 29th is quickly approaching. While many companies may feel ready, take a moment to review these tips for how to take some strain off customer service agents and make the holiday period less stressful for all.
My Comment: How do you set your support center up for success when the influx of calls takes place during Black Friday, Cyber Monday, or any other busy time, for that matter? Here’s the answer. Paul Selby from ServiceNow shares eight tips to help you do exactly that.
The Speed Wars: How Amazon, Target and Walmart Are Competing for Faster Delivery Times by Michael Begg
(B2Community) eCommerce competition seems to be largely driven on one point now – at least the platforms seem to think so. Delivery times have been dropping rapidly over the past year as each major retailer and eCommerce platform attempts to provide better convenience to the end customer.
My Comment: Speedy delivery is something we are growing accustomed to. It’s become an expectation. We are in the midst of a speedy delivery war between three of the largest retailers – Amazon, Target and Walmart – and the winner is… (my opinion) the customer.
How do you make customers feel? by Denise Lee Yohn
(SmartBrief) How you make customers feel often influences them far more than you might realize.
My Comment: How do you make your customers feel? Making customers feel good influences more than you might think. People are drawn to brands that can connect with them on an emotional level. It helps build trust and confidence, and that could lead to more business.
The 3 Golden Rules of Customer Experience by Mazen Ghalayini
(CMSwire) Everyone has a different approach to what works and why when it comes to the nuances of customer experience (CX), but the foundation boils down to: human-centered design, data-driven insights, and value creation. These pillars are paramount to getting the necessary support, ensuring effective execution, and delivering value to your stakeholders and business.
My Comment: These “rules” are golden – or at least worth considering. A short, but good list to drive a better CX; human-centered design, data-driven insights and value creation. I’d pay attention to close attention to the first one, human-centered design. Start by asking the question, “Who is consuming the experience you want to create?”
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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