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. 15 Strategies for Effective Customer Service Resolutions by Pratik Salia (Knowmax) Handling customer conflicts well […]
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.
(Knowmax) Handling customer conflicts well isn’t just about resolving issues—it’s your chance to turn frustrated customers into long-term customers. Discover 15 powerful strategies to transform tricky situations into trust-building moments through thoughtful customer service resolution.
My Comment: Let’s start this week’s Top Five Round Up with a list of 15 ways to handle complaints and conflicts. I always preach that our goal should be to not just fix a problem, but to restore customer confidence. The subtitle/description of this article indicates these strategies will “transform tricky situations into trust-building moments through thoughtful customer service resolution.”
(Fast Company) Implement these expert tips to maintain customer satisfaction and grow your business at the same time.
My Comment: In addition to quality customer service, the quality of a product is also an important part of the customer experience. The Fast Company Executive Board is a network of leaders and experts who share tips and insights with the publication’s readers. Here, you’ll get tips to help you maintain quality control and consistency in both what you sell and the customer service supporting the experience.
(InMoment) Conversational surveys are surveys designed to feel like a natural conversation rather than traditional survey questionnaires. With advanced AI, it enables an interactive approach to gathering more detailed customer feedback beyond the standard response of good, bad, or okay.
My Comment: I have a strong opinion about surveys, especially bad ones. Our annual customer service and CX research included a section on surveys to help us understand what works, doesn’t work, and why. In Moment is a survey platform that has introduced conversational surveys that use AI-powered chatbots to create a human-to-human-like experience in the form of a conversation rather than the typical surveys emailed to customers. The result is a dramatic increase in both the number of customers willing to share feedback and the quality of their responses.
(CRM Magazine) Looking back on Customer Experience Day, it’s clear that CX has never been a more critical factor for success in retail. CX Day, which was held on Oct. 1, is a global day of celebration, honoring the efforts of CX professionals and highlighting the key elements that shape the customer journey. Today, technological advancements and digital channels often dominate the conversation.
My Comment: Who better knows about happy customers than Miika Mäkitalo, CEO of HappOrNot, the company that created the feedback machines with the happy (or sad) levels of smiles you see throughout the world in every type of business? The one-sentence summary of this article is that a major determinant of a customer’s “happiness level” with a company or brand is staff friendliness.
(CustomerThink) Customer service is often defined by transactions that fulfill a stated need. However, customer experience goes far beyond need fulfillment. Loyalty-building experiences are created when businesses surprise customers with care that exceeds expectations.
My Comment: We’ll wrap up this week’s Top Five roundup with an article from one of my favorite CX experts and authors, Joseph Michelli. In this article, he talks about the personal connection and shares an example of how the financial services company Capital One took a basic customer service interaction to an “unforgettable experience.” The outcome was a customer’s newfound emotional connection that led to loyalty.
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.
Sign up for instant access to Shep’s research report on customer service and customer experience.
"*" indicates required fields
© 2024 Shepard Presentations, LLC. All Rights Reserved.
Legal Information | Sitemap Legap
Site by: digitalONDA
