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. 23 Customer Experience Practices You Should Stop in 2023 by Lynn Hunsaker (CustomerThink) “Do more […]
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.
(CustomerThink) “Do more with less” may be more prevalent this year as some tech firms and many others trim their customer experience teams, programs, and the experience itself. But maybe this is the wrong path! Perhaps your customer experience management is on a misguided trajectory. A warped or dusty lens causes poor vision. If your aim is mis-aligned with your target, of course, you must reconsider value. Here are 23 warped and dusty customer experience practices to stop in 2023.
My Comment: We kick off this week’s Top Five roundup with an article about what NOT to do. The first on this list is: “Stop calling it customer experience!” Now that’s intriguing. What should we call it? (Read to find out.) There are a number of practical tips and ideas on how to do the right thing, but knowing what not to do.
(The American Customer Satisfaction Index) After four years of decline, citizen satisfaction with U.S. federal government services leaps from 63.4 to 66.3 on the American Customer Satisfaction Index’s (ACSI®) 100-point scale. While this 4.6% year-over-year increase doesn’t quite bring satisfaction back to pre-pandemic levels, it is a promising sign. Satisfaction improves across party lines, with Democrats experiencing a 9.2% surge in satisfaction and Republicans showing a 3.1% gain. Among federal departments, the Interior (75) leads the way again for citizen satisfaction.
My Comment: Does the government provide good customer service? According to our customer service research, only 28% of the consumers we surveyed said they did. I have good news. “Citizen Satisfaction,” according to the ACSI (American Customer Satisfaction Index) is on the rise.
(CMSWire) What can customer advisory boards do across a wide range of industries, business sizes and locations? A lot. Whether you’re thinking of gathering customers in this way or continuing to innovate with a board you’ve already established, here are five ways your company could benefit and learn from a program like this.
My Comment: I’ve written about the idea of having a customer advisory board in the past. This article shares some of the big benefits to having a board. Creating a group of your best customers sharing ideas on how to make the experience they like even better can be a goldmine of intel that you can use for all of your customers.
(CX Network) This article dives into customer loyalty and retention in 2023, looking at why it is so important and how brands can go about securing and nurturing it. Below we share the customer loyalty statis that demonstrate why brands should be adjusting loyalty programs to include non-transactional benefits, why personalization is so important and how to get customers to return and spend more.
My Comment: In the past two-plus years (since the pandemic), customer behavior has changed. Creating customer loyalty is a bit more challenging. I believe it’s going to get back to the way it used to be, but in the meantime, companies must work harder to achieve what they used to have with their loyal customers. This article shares findings from a McKinsey research study that set up the author’s opinion on why loyalty is so important this year (and beyond).
What this former waiter learned about customer experience, and how he’s now using those lessons in his current career. When I was in college I basically worked at my university’s version of the Peach Pit diner — it was popular, fun and the food was great. Needless to say, my friends knew my schedule so they would pop in regularly and request to sit in my section. The thing is, everyone enjoyed themselves so much that it wasn’t hard to convince them to come back — in fact, I didn’t have to at all.
My Comment: I believe most companies need to incorporate a hospitality mentality into their customer service culture. And who better than to share some ideas on that way of thinking? How about a former waiter/server? The author uses his background of working in restaurants as a foundation for some great ideas on how to design a better customer experience.
Shep Hyken is a customer service expert, professional speaker, and New York Times bestselling business author. Go to The Customer Focus™ to learn more about our customer service training programs. Follow on Twitter: @Hyken
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