Each week I read many 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. [Infographic] The different types of emails to send to your guests by Tony Loeb (Experience […]
Each week I read many 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.
[Infographic] The different types of emails to send to your guests by Tony Loeb
(Experience Hotel Blog) The Experience Hotel team decided to conduct a survey on the impact of the different types of emails you can send to your customers.
My Comment: Do your customers open your emails to them? Experience Hotel analyzed more than 9 million emails they sent to their guests. Even if you’re not in the hotel industry, you’ll find the results interesting. They may even make you rethink how you email your customers.
7 ways leaders can model great customer service by Jeff Toister
(Toister Solutions) You have to walk the talk if you want your employees to be customer-focused. Here are seven ways to do it.
My Comment: I’ve always believed that the way a leader or manager treats employees is how they are going to treat their customers. This article from customer service expert Jeff Toister provides seven ways leaders can become role models on how their employees should act toward each other and their customers.
How to design and run a customer loyalty program for small businesses by Raúl Galera
(MultiBriefs) customer loyalty programs are all about retaining buyers through special discounts that offer rewards for repeat purchases. But how do you go about designing and running an effective customer loyalty program? Read on to learn more.
My Comment: I’m often asked about loyalty programs. I recognize the main reason for the program isn’t as much about loyalty as it is about repeat business. That’s marketing. Nothing wrong with that. Who doesn’t want repeat business? Often these programs, when the company manages the customer experience properly, can turn repeat customers into loyal customers. Here is a brief article about how to start designing a customer loyalty program.
It’s Time to End Customer Login Struggles … for Good by Tara Sporrer
(CustomerThink) With more people doing business online than ever before, companies are gaining clarity on what’s working and what needs attention when it comes to the digital customer experience.
My Comment: I was reluctant to include this article in the roundup, not because it isn’t a good article, but because you may think the subject is soft. It’s about customers having trouble logging into a website. The statistic quoted was that 38% of consumers report login issues as a major struggle point. Yikes! Something simple as a login should never create friction for your customers.
Most U.S. Workers Say Employee Experience Directly Impacts Customer Service, According to New Eagle Hill Consulting National Employee Survey by PRNewswire
(MarTech Series) A new national employee survey from Eagle Hill Consulting finds that 64 percent of U.S. workers believe that employee experience directly impacts their ability to serve customers. Yet, less than half (38 percent) say that their organization places a great deal of importance on employee experience and satisfaction.
My Comment: Let’s close out this weeks’ Top Five with an article that goes back to one of my favorite topics; culture. And I get to share one of my favorite lines: What’s happening to employees inside a business is felt on the outside by the customer. This article focuses on how the EX impacts the CX.
Top 10 Must-Read Customer Experience Books by Sofia Ohlson
(LUMOA) Our list includes books written by well-known CX experts and leaders with a long experience working within customer experience in different industries. In addition, we asked the authors to share a quote and explain what made them write the book and why you should read it.
My Comment: I’m honored and flattered that my book Cult of the Customer has made this amazing list of the “must-read” customer experience books. Thank you, Lumoa, for including me on this list!
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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