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. Overpromise by Josh Linkner (Josh Linkner) Put yourself out there in a big, […]
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.
Overpromise by Josh Linkner
(Josh Linkner) Put yourself out there in a big, bold, defiant way. Reach for the solutions for which you lack full confidence you can deliver with little effort, but that will delight your customers or colleagues if you reach.
My comment: I’ve written about the concept of UPOD, which is “Under Promise and Over Deliver.” It’s a great concept as long as the “under promise” part is not such a low bar that the customer is unimpressed. Then there is the concept of “Over Promise and Over Deliver.” My friend Josh Linkner, who has a new book coming out next month titled Big Little Breakthroughs, takes an innovative look at this concept. When you read it, consider how little breakthroughs can enhance the customer experience.
How to Use CX as a Competitive Advantage During Retail Disruption by Russell Haswell
(CMSWire) Digital has become the epicenter of activity and the disruption is leading to an unprecedented opportunity to use customer experience as a competitive advantage.
My comment: I was intrigued with this article, which lists five ways to use customer experience to a competitive advantage, because of the first tip: All customers are new customers. Interesting idea. Consider that COVID has forced many of us to change the way we do business. So it stands to reason that the experience, for even our most loyal customers, may have changed. Even though this is retail-focused, these ideas should prove thought-provoking for any type of business.
11 Effective Ways to Turn Your Customers Into Loyal Product Advocates by Rolling Stone Culture Council
(Rolling Stone) 11 members of Rolling Stone Culture Council explain a few strategies that have helped them create true product advocates and why they’ve been so effective for their businesses.
My comment: Rolling Stone (Yes, that Rolling Stone – now online) has the Rolling Stone Culture Council and eleven of their council members have shared their best customer loyalty tips. You’ll find plenty of thoughts from a variety of businesses and industries including cannabis, billboard marketing companies, the movie industry, and more.
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 at www.Hyken.com. Connect with Shep on LinkedIn.
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