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. The Jury Is in on the Future of Customer Experience by Lisa Loftis […]
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.
The Jury Is in on the Future of Customer Experience by Lisa Loftis
(CMSWire) Trends that if recognized and acted upon, can help companies shape their digital experience strategies for a decade to come.
My Comment: What does customer experience (CX) look like a year from now? How about ten years from now? The author of this article shares her observations based on trends, not guesses, about the future of CX. Something that is a hot topic today, and will only become more important is privacy. It builds trust, and handled improperly, can erode it (quickly). Good insights on several trends that are leading us forward.
What Is Customer Experience? by Mariana Henriques
(Outsystems) CX refers to the ongoing relationship between a customer and your company. Ultimately, CX is about the perception and emotion that a customer is left with after interacting with your brand. And because nowadays these interactions happen across multiple channels and touchpoints, CX ends up being the sum of those interactions and the lasting impression they leave with them.
My Comment: This excellent article answers the question, “What is customer experience?” There is plenty of info, stats and facts that will take you from the author’s definition to strategic and tactical ideas that will help shape and improve your organization’s CX.
How Bad Customer Service Affects Your Business by Mansi Bhatia
(Ameyo) There are no questions that customer service is an integral component of any business’s success. You might have an awesome product and great pricing but if your customer’s experience is not good, then you are losing the ultimate battle to win their hearts.
My Comment: Consider this: According to a recent Microsoft studies, 54 % of customers have higher expectations for customer service than in previous years. And, if you look at the younger consumers, aged 18-34, that number jumps to 66%. Great brands are teaching all customers what it is like to receive great customer service, and customers now expect – if not demand – that from all the companies they do business with.
How To Build A Winning Customer Service Culture In Your Company by Krishna Charan
(Freshdesk) While workplace culture is more organization and employee-oriented, service culture puts customers at the forefront of every business goal, organizational vision, and support outcome.
My Comment: If you want to deliver great service and a great customer experience, it has to start on the inside of the company. I’ve often said that customer service is not a department, but a philosophy to be embraced by all employees of an organization. In other words, it’s built into the culture. This excellent article focuses on exactly that; what it takes to build a customer service culture.
15 Marketing Strategy Tips To Improve Your Customer Experience by Expert Panel, Forbes Communications Council
(Forbes) Fifteen associates of Forbes Communications Council offer advice on what businesses that want to focus on enhancing their customer experience should implement or improve.
My Comment: Here is an excellent list compiled by the Forbes Communication Council. You’re sure to find something of value here. Fifteen council members who have “in the trenches” experience share their ideas on how to enhance an organization’s customer experience.
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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