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. How to Build a Customer Experience Strategy to Boost Your Marketing Campaign by BBP Media […]
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.
(BBP Media) Connecting with your customers can be done in many ways, with businesses investing a lot of time and money into it. In fact, £29.6 billion was spent on digital advertising in 2023 alone. With this amount of money going towards advertising, making sure you’ve got the right customer experience strategy is essential for all advertising and marketing efforts.
My Comment: Customer Experience (CX) is marketing – and vice versa! Consider this quote from the article: “When marketing, it can be easy to focus on the products and services you want to promote. But this means that businesses are missing the crucial part – the customers.”
(Retail Dive) Retailers differentiate their brands from the competition through product assortment, price and quality. Customer experience matters, too — particularly when it comes to return policies.
My Comment: Easy and hassle-free returns are part of customer experience. Our 2024 CX research (sponsored by RingCentral) found that a friendly return policy is one of the top five reasons customers come back. This article highlights the importance of a return policy and includes some insights from L. L. Bean, who was one of the brands known for their “no questions asked” policy.
(BusinessCloud) In today’s competitive market, retaining customers is as crucial as attracting them. Brands are now investing heavily in loyalty programmes to keep customers coming back. Here are the top statistics and trends you should know about customer loyalty in 2024.
My Comment: I love reading customer service and CX research findings. (And not only my own!) Here is an interesting list of nine customer loyalty stats. Most of these are in alignment with our annual study. This is good information and the statistics provide a good argument on why it’s important to invest in CX.
(Aircraft Interiors International) Disruptions are an unavoidable aspect of air travel, but the key lies in how we manage them. By adopting an efficient disruption management framework, airlines can significantly minimise the negative impact on passengers despite the challenges. This proactive approach not only safeguards the airline’s reputation, but also strengthens the overall resilience of the aviation sector.
My Comment: It was just over two weeks ago when most airlines had a technology meltdown. Millions of travelers were delayed or stranded. This article focuses on four ideas that the airlines should do, but if you “read between the lines,” all four of these ideas can apply to any business that has a disruption. The gist is to properly communicate, offer flexible solutions, have the right automation and technology to streamline the experience where applicable and follow up after the disruption or issue.
(Convai) How long are you willing to wait on hold for? Five minutes? 30 minutes? More than an hour? We are all familiar with the hold time ‘jingle’ that at some point we find ourselves humming along to. Not to mention the mini heart attack felt when the music stops, we anticipate a welcoming human voice, only to be met with ‘your call is important to us…’ and the tune starts again.
My Comment: How long are your customers willing to wait before they become frustrated, if not even angry? Our CX research finds that 39% of US customers are willing to wait up to five minutes before getting frustrated or angry. This robust article has some great information about how hold times impact CX and what you can do to make the experience better.
(UWEBC Customer Service) By addressing the needs of your employees, you create the means to extract value from these training programs. By recognizing the value of and investing in this foundation, I know you will find your training and development efforts to be even more valuable to your organization and your team.
My Comment: It was extremely nice of Matthew Cone, customer service director at UWEBC, to summarize an article that featured my take on an employee version of Maslow’s Hierarchy of Needs (that I refer to as the Employee Hierarchy of Needs). In this model, I share an employee experience that starts with the basics (a paycheck) and ends with an engaged and fulfilled employee.
(Debbie Laskey’s Blog) With the eyes of the world on Paris, France, for the 33rd Olympiad, which events are you looking forward to? Do you know that the surfing competition will take place 9,770 miles away from Paris in Teahupo’o, Tahiti, an island in French Polynesia? In the spirit of the previous leadership series here on my blog, I’ve asked 17 leadership and marketing experts to respond to five questions with the hope that both the questions and answers lead you to think about the Olympics in new and interesting ways.
My Comment: My friend Debbie Laskey has a blog series that is running in parallel with the Olympics. In this series, she asks a number of business experts great questions to draw similarities between business and the Olympics.
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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