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 Intersection Of Customer Experience And Employee Experience by Greg Kihlström (Forbes) Let’s […]
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 Intersection Of Customer Experience And Employee Experience by Greg Kihlström
(Forbes) Let’s explore three ways that customer experience and employee experience intersect and can work together.
My Comment: We start this week’s roundup with an article that has a focus on the employee experience. It is a good reminder of how important it is to consider the EX as much as the CX. What’s happening on the inside of the organization will be felt by the customers on the outside.
Are You Suffering From a Customer Service Time Crisis? by Jeff Toister
(Toister Solutions) Here’s why being on time is critical, and what you can do to make sure you are.
My Comment: When I was a kid, my father taught me a very good habit… be on time. Maybe be a little early. It’s disrespectful to be late, sending a message that your time is more valuable than that of your colleagues, friends, and even your customers. This excellent article by Jeff Toister reminds us of the importance of being on time.
20 Ways to Improve Customer Experience Management by Call Centre Helper
(Call Centre Helper) Our panel of experienced managers discuss how you can improve customer experience management (CEM) after we quickly define what is meant by the term.
My Comment: This is not just a list of 20 ways to improve customer experience management; it’s a compilation of ideas from 20 experts. It starts with Gartner’s definition of CX management: “The practice of designing and reacting to customer interactions to meet or exceed customer expectations…” From there, the experts weigh in on how to achieve exactly that.
14 Tips For Notifying Your Customers About Major Changes Without Scaring Them Away by Expert Panel, Forbes Communications Council
(Forbes) How do you share the news of major (and potentially unpopular) changes with customers without scaring them off, while still being up front? Heed the advice of these Forbes Communications Council members to effectively communicate important changes to your customers.
9 Customer Service Examples to Win 5-Star Reviews by Justin Herring
(YEAH! Local) No matter your industry, quality customer service has become a major differentiating factor for businesses. If your customer service team is not up to snuff, your company will be hemorrhaging revenue.
My Comment: I like a good customer service story, and here are nine of them. And, each one teaches a simple lesson. Often these lessons are common sense, but as the old saying goes, sometimes common sense is not always common. Enjoy these stories and think about how your organization can treat your customers in a similar fashion.
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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