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. Makeup That Breakup: 6 Tips For Wooing Back Lost Retail Customers by Wise Marketer Staff […]
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.
(The Wise Marketer) Bad first impressions don’t just happen on dates. Shopping with a retailer is much like a courtship, and many retailers have experienced the equivalent of a bad breakup following an honest mistake, misstep or because they were used. Here are six ways to win back lost customer love.
My Comment: Nobody wants to “break up” with their customers, but sometimes it happens. When it does, take a look at these six reasons your customers might leave, and how to “woo” them back. So, if there’s a break up, be ready to make up!
(Retail Customer Experience) Retailers across the board are deploying and implementing innovative technology in a quest to both attack and engage customers as well as increase loyalty within its consumer base.
My Comment: Whenever we can learn from an executive from iconic brand known for customer experience, we need to pay close attention. Angie Brown, SVP of technology at The Home Depot, was interviewed and shares some important information about CX.
(CMSWire) In today’s fast-paced world, customers expect quick and efficient service when reaching out to businesses. In fact, one 2023 report found that 71% of customers want immediate service when they reach out to a company. That’s where the contact center comes in.
My Comment: Everyone once in a while I catch myself using the term “Call Center” to describe the contact center. If you ask most people over age 40 (maybe younger) to describe a contact center, they will most likely share a description of the traditional call center – lots of people answering phone calls. Today’s contact center is so much more than that. According to this article, it is the hub for all customer interactions – and that means we look beyond the phone to email, chat, text, etc. In other words, we must create the omnichannel experience. So, let’s take another look at what that means
(G2) With the recession looming, most companies are looking for ways to stay afloat. One of the biggest challenges they face is customer churn – the rate at which customers leave the company and stop doing business with them. When customers leave, the revenue streams they generate also go, resulting in significant financial losses.
My Comment: The rocky economy is causing some changes in customer behavior. They want value, but there is also some level of price sensitivity for some of our customers. The result is they look for better deals, which could include the value proposition. And because they are looking, they may churn on you. The author shares seven ways to help reduce or eliminate churn. While some of this is common sense, it’s all a great reminder of what we should be paying attention to.
(Forbes) The goal of every business is to make a profit, but sometimes in the quest for higher earnings, the focus on customer satisfaction may be overlooked. It is crucial for business owners to find a balance between driving profits and keeping customers happy, as unhappy customers can lead to a loss of revenue.
My Comment: Delivering a great customer service experience shouldn’t be a cost. It should pay. That’s exactly what this article is about, and includes 15 strategies from the Forbes Business Council. I like man of them, but the second one stood out, which is to improve the experience before you improve the price. Number 9 is also a good one, which is really more of a goal; to increase customer lifetime value. The value to the customer needs to be more than just a low price.
(CX Network) Spanning five of the world’s six continents (only Antarctica is missing so far – watch this space!), our list includes CEOs, media personalities, CXOs and thought leaders, all of whom are making a significant impact in the world of customer experience by bringing innovation to their field and inspiring the next generation of CX leaders.
My Comment: I’d like to thank our friends at CX Newtork that included me on the list of the top customer experience influencers to follow in 2023. There are some really good names on this list, so check them out, follow the ones that interest you, and deliver a better experience to your customers!
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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