Top 5 Customer Service Articles For the Week of July 13, 2020

Each week I read a number of 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.

10 Essential Traits of Customer-Centric Brands by Mark Harrington

(CMSWire) There are 10 fundamental traits that provide the foundational stepping stones for an organization to become customer-centric.

My Comment: You may say you are customer-centric but are you really? Here is a list of ten ways companies are focused on their customers. You may like some or all – and you may have some to add to the list – but it will be hard to argue that what’s on this list couldn’t help any organization, big or small, be better aligned with their customers’ needs.

16 Statistics on Why Omnichannel is the Future of Your Contact Center and the Foundation for a Top-Notch Competitive Customer Experience by Laura Krajewski

(Sharpen) We did the research for you and compiled a list of 16 statistics on why omnichannel service is important to your customer experience.

My Comment: The omnichannel experience has been around for years, but it surprises me that more organizations haven’t embraced the concept to the level needed to create total “communication convenience” for the customer. There’s a line in the article worth mentioning: “Today’s customers don’t only demand the best from products and services, they also demand the best from people and systems.” Here you will find stats and facts that will compel you to take a closer look at how easy and frictionless you make it for your customers to communicate with you.

Importance of Customer Experience by Nuxiba

(Nuxiba) This infographic shares advice to give your customer the best experience in your call or contact center.

My Comment: How can you improve the customer experience in a contact/support center? Oh, let me count the ways. There are plenty of good strategies and tactics out there, and here are five that apply to both B2C and B2B organizations.

How Brands Can Build Loyalty in the Era of the Millennial and Gen Z by Jason Parkin

(TotalRetail) New report uncovers brand affinity and purchase behaviors among the next generation of buyers.

My Comment: Customer loyalty is the prize that great organizations receive when they understand their customers’ needs, wants and expectations – and then execute to meet, if not exceed, them. This article examines these topics for the Millennial and Gen Z generations. Pay attention to lists like these, as they are what will help you make important decisions about how to market and serve this powerful and influential group of customers.

Six Ways To Help Better Retain Your Clients by Nick Brucker

(Forbes) Once you know why clients leave, it will be easier for you to fix the problem.

My Comment: We’ll close with an article on customer retention. I’m especially partial to the first of the six strategies covered, which is to “onboard” your customers and clients appropriately. Getting customers to use your products and services the right way obviously helps for a better experience. Also, pay attention to the fifth strategy about giving clients what they need, not just what they want.