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. 3 Small Aspects Of ‘Customer Experience’ That Make A Big Competitive Difference by […]
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.
3 Small Aspects Of ‘Customer Experience’ That Make A Big Competitive Difference by Gary Lyng
(Thrive Global) How do you prevent yourself from undermining your own CX efforts so that your company can thrive? It starts with avoiding these common CX pitfalls.
My Comment: Sometimes it’s small “tweaks” that make a big difference – not big initiatives. What caught my eye when I first started reading this article was it promised three small “aspects” or ideas. I’m not sure you would call these small, but they are all relevant. And, my favorite of the three, and one I’ve been preaching for years is that CX is everyone’s job.
3 Strategies for Humanizing the Digital Customer Experience by Vibhas Ratanjee and Teresa Tschida
(Gallup) Our work with clients has shown that there are three core strategies to continue to optimize emotional connections as customers go digital.
My Comment: Another list of three ideas. This one is focused on being more human in a digital world. Love this line that in today’s digital world… “Your customers will experience less brick and more click.” The future is digital, but to get customers to emotionally connect, it still takes some human interaction.
7 Critical CRM Trends to Keep an Eye on in 2019 by Zachary Totah
(SelectHub) CRM is a competitive, growing space. Everyone talks about providing best-in-class customer experiences, about CRM strategies and solutions, and about the vital role CRM plays in catapulting companies forward as marketplace demands intensify.
My Comment: CRM (Customer Relationship Management) is an important part of the customer experience. Here are the big trends. The author interviewed me and included a few of my comments, but don’t let that stop you from reading it. Seriously, it is a good look into what customers expect and want from the companies they do business with.
10 Tips for Balancing Self-Service, Hands-On Customer Care Support by MCM Staff
(Multichannel Merchant) Panelists shared these 10 tips to help merchants determine when customer care self-service makes sense, and when to provide live agent support.
My Comment: Self-service is a powerful part of the customer experience. When done right, it creates convenience for the customer. It’s often faster and easier for the customer to get their problems resolved and their questions answered. My position is that for most businesses, not offering a self-service solution is a bad customer experience. Here are ten tips for balancing a self-service experience with human-to-human experience.
Customer Experience: The Golden Ticket to The Billion Dollar Club [INFOGRAPHIC] by Clarence Bhatti
(ProProfs) When recommending or giving reviews about a place or service, we remember the ones that provide exceptional service, positive or negative. Whether the memories associated with a place are positive or negative, we spread the word about the experience to all our friends and connections.
My Comment: This is a combination info-graphic and article. Plenty of stats, facts and quotes to help you capitalize on your customer experience. Be part of the CX “Billion Dollar Club.” Read this article and find out how.
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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