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 comments about each article and would like to hear what you think too. Is Your Net Promoter Score Biased? by Alex Bitca (Retently) Is your Net Promoter Score […]
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 comments about each article and would like to hear what you think too.
(Retently) Is your Net Promoter Score a reliable metric for judging what customers think of your business, or is it biased? This is a common question that can be particularly worrying for small businesses that maintain a close relationship with their customers and clients.
My Comment: If you’ve been following my work, you know I’m a huge NPS – Net Promotor Score – fan. (See my article on the Top 14 Customer Service and CX Metrics.) This is an interesting article about NPS. It has some great ideas on how to get the best results from the question. And even if you don’t use NPS, some of these ideas cross over into other survey questions you might use to evaluate your company’s customer experience.
(Company 119) Ecommerce customer experience, or ecommerce CX, encompasses the interactions and perceptions a customer has while navigating through an online store or platform to make a purchase. It’s not only about the ease of finding a product or the efficiency of the checkout process. Instead, it encapsulates the entirety of the customer journey—from their initial discovery of a product to post-purchase support and beyond.
My Comment: If you do any business online, this is a must-read” article. First, the author defines ecommerce CX as: “The interactions and perceptions a customer has while navigating through an online store or platform to make a purchase.” From there, you will find plenty of ideas. And the author has done all of us a favor by highlighting the most important points of the article.
(The Ascent) Recent years of high inflation and supply chain problems have hit small businesses hard. Consumers often believe that inflation is good for business, or that businesses enjoy driving up profits when prices are high. But that’s not always true for smaller companies. Many small businesses are struggling to cope with higher costs of doing business, and they can’t always raise prices without risking customer attrition.
My Comment: Shrinkflation is the idea that a company (from any industry) chooses to shrink the size or quantity of what it sells rather than raise prices. For example, maybe you notice the portions at a restaurant are smaller than in the past. They may be smaller because food costs have increased, and rather than charge more, they provide less. The author is not in favor of this concept and suggests price transparency as a way to explain higher prices.
(The CEO Magazine) Customer service no longer sparks the same enthusiasm it once used to. Is it time to lead a new service leadership revolution and put the human back in ‘human service’?
My Comment: I’d like to think that outstanding customer service is NOT rare, but according to the author of this excellent article, it is. How do you combat poor service? The answer is generosity. This is an interesting concept, and I won’t disagree. By itself, it’s not enough. Wrap it around the basics of a good customer experience and yes, you can deliver a better (or leveled up) service experience.
(C3Centricity) Today, most markets are saturated, and companies are fighting for the same customers. This is why organizations should no longer aim for customer satisfaction but rather delight. But how can you delight your customers so they remain loyal?
My Comment: Here’s an excellent list of ways to convert your customers from satisfied to loyal. Delivering an amazing customer service experience isn’t rocket science. Often, it’s just common sense. (Unfortunately, that’s not always common!) This article gives us 20 ideas to choose from. There is something here for everyone in any business or industry.
(Onalytica) Discover the latest trends and strategies in B2B Influencer Marketing with our new 2024 report. Our report offers a dual-perspective analysis, comparing insights directly from brands and influencers to reveal a holistic view of the B2B influencer ecosystem. This unique approach allows for strategic alignments and actionable insights tailored to enhance your influencer marketing strategies.
My Comment: Here’s a great report from Onalytica in their 2024 B2B influencer Marketing Report. Read my thoughts as well as other industry experts like Helen Yu, Rob May, Shelly Kramer, Theodora Lau, Timothy Hughes and others. It is gated, so you will have to provide your name, email address, etc., but it is well worth it.
(CXDive) Companies can test CX strategies during elevated periods to ensure they’re delivering consistent experiences that work during the busy holiday season.
My Comment: Are you ready for busy times in your business? I was interviewed for an article in CX Dive about how to prepare and why it is important to be prepared in busy times.
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. Connect with Shep on LinkedIn.
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