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. Customer Experience Is Everyone’s Responsibility by Rebecca Hinds and Sarang Gupta (Harvard Business Review) In […]
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.
(Harvard Business Review) In today’s digital-first world, achieving great customer experiences is more challenging than ever. Customers interact with companies in a dizzying array of places. They no longer only interact with a call center worker or a delivery driver; they liaise with email campaigns, chatbots, review sites, and social media. Companies have tried to adapt to this digital-first, omnichannel environment for years.
My Comment: There is much I enjoyed with his article, but let’s start with the first paragraph. It describes how DoorDash required all employees, including top execs and engineers, to participate in food deliveries at least once a month. The goal is that every employee understands what their customers experience. This was part of their “1% better every day” customer initiative and an effort to get all employees focused on customer experience.
(TextExpander) Customer service burnout is endemic. And it’s costing your company money. The good news is, if you spot it early, there are easy and actionable steps you can take to mitigate its effects and improve employee retention.
My Comment: Do your customer service reps (or anyone on the frontline) suffer from burnout? In the customer service/support world, many agents deal with angry customers and negative situations all day. Not everyone has the personality to deal with this long-term. This article includes ways to spot customer service burnout, how to avoid it from happening on your team, and more.
(Harvard Business Review) It’s time for leaders to double down on the idea that the employee experience (EX) is now the key driver of the customer experience (CX) and find smarter, strategic ways of connecting the two. According to PwC, companies that invest in and deliver superior experiences to both consumers and employees are able to charge a premium of as much as 16% for their products and services. So how do leaders design EX to better align with CX?
My Comment: Two “Harvard Business Review” articles in this week’s Top Five roundup! This one is written by Denise Le Yohn, a CX and branding expert who understands the power of creating an employee experience (EX) that sets up a successful customer experience.
(CustomerThink) During times of economic uncertainty, supply chain disruptions and an ever-shifting talent market, fostering and strengthening relationships with customers has never been more important for a brand’s survival. Yet, according to a recent PwC survey, there is a discrepancy between what companies and customers believe customer loyalty to be.
My Comment: This article includes several ideas, including one of my favorite topics; the gap between leadership’s perception of “how good” their customer service and CX is versus what the customers actually experience. There are several other ideas shared by the authors, who are members of PwC’s division that focuses on customer transformation and loyalty.
(Call Centre Helper Magazine) Engaged, happy employees are less likely to leave, can be your best advocates, and more. Employee Experience (EX) is the foundation of this, so we asked our Consultants Panel what it takes to get EX right. Here’s what they said.
My Comment: This is an excellent article to close out this week’s Top Five roundup. Another article on the employee experience, and specifically the agent experience. Our second article this week from TextExpander focused on agent burnout. This article includes ten “pillars” (tactics and strategies) that help customer service agents feel connected, motivated, inspired, and more.
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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