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. Delta Just Gave A Simple, Stunning Explanation For Why It’s Successful (And Why […]
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.
Delta Just Gave A Simple, Stunning Explanation For Why It’s Successful (And Why American Airlines Isn’t) by Chris Matyszczyk
(Inc.) A few basic, thoughtful decisions can contribute to lasting success.
My Comment: Full disclosure: I do most of my flying on American Airlines. This article does a little AA bashing, and I can see the point, but what the author writes about Delta is well worth studying – and even emulating. By the way, I also fly Delta and I can’t argue what this author’s view on how well Delta has managed both the employee and customer (passenger) experience.
Seven Ways To Improve Customer Service by Sara Lavenduski
(ASI) An excellent customer service experience will lead more naturally to a close.
My Comment: I like lists. Here are seven customer service ideas. While there is a lot of common sense here, pay close attention to number six: Look at B-2-B as P-2-P. (That’s Person-to-Person.) It’s all about building relationships.
Building a Robust Customer Experience Management Strategy: Lessons From Nike by Vandita Grover
(MarTech Advisor) Customer experience management is how a brand builds and grows relationships with their customers and creates consistent, meaningful, and enjoyable interactions at different stages of the customer journey, across channels and touchpoints. Brands like Nike have been successful in understanding their customers over the years to create enhanced and seamless experiences.
My Comment: Nike is one of my favorite companies to learn from. They are one of the best companies on the planet when it comes understanding their customers; their interests, buying habits, etc. So, when I see an article about Nike’s CX strategy, I take notice… And you should, too!
Six Tips for Creating a Stellar Customer Experience on Multiple Marketing Channels by Chanell Turner
My Comment: Even though this article focuses on automotive dealers, there are lessons here for every type of business. The ideas are centered around different channels your customers may use to interact with you – and how understanding how they communicate is paramount to a good customer experience. My favorite strategy is number three, which is about creating buyer personas. Every business, large or small – and from any industry – needs to understand the different types of customers that do business with them.
Why Spirit Airlines’ and Ryan Air’s Customer Experience is Better than Yours by Jim Tincher
(Heart of the Customer) When a friend heard we were flying Ryan Air, she told me, “Uh oh. Pay attention to the experience you receive.” Interested, I did pay attention. And I realized that Ryan Air probably has one of the better CX programs out there.
My Comment: We started this week’s roundup with an article about Delta Airlines. Let’s “bookend” the list with another airline article. This one is about Ryan Air and Spirit, recognized as the extreme low-cost carriers with no frills and up-charges for everything; baggage, assigned seats, carry-on luggage, etc. Their focus on what they will offer the customers creates a very specific expectation. And while that may not work for other airlines, it works for them. The author includes a comment about Southwest Airline’s strategy as well.
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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