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. Maintaining Your Team’s Morale And Productivity During COVID-19 by Denise Graziano (Chief Executive) […]
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.
Maintaining Your Team’s Morale And Productivity During COVID-19 by Denise Graziano
(Chief Executive) The challenges posed to business by the novel coronavirus are unprecedented, but CEOs can help keep spirits up with these tips.
My Comment: A good 95% of the articles (maybe more) I’m reading have some mention of COVID-19 or coronavirus mentioned. As I was going through this weeks articles, I looked for more “evergreen” articles to share. Even if they did mention or refer to the crisis we’re all living in, some of the articles are timeless. That is the case with our first Top Five article, with a focus on leadership skills through difficult times, although I’d argue those are good skills for the “good times” as well.
4 Strategies to Gain Customer Loyalty Through Cost Savings by Chalmers Brown
(CustomerThink) It’s imperative now, more than ever, to decrease costs for your customers during this crisis. People have a lot on their minds at the moment, and pacifying their worries can generate customer loyalty that will carry on long after this crisis has passed.
My Comment: When companies fall on tougher times, as many are experiencing through the current crisis, they start cutting costs. A month ago I wrote an article about being careful where you cut. Don’t cut in places that become obvious to the customer in the form of a negative experience. What I like about this article is that the author suggests four ways that you can create customer loyalty and still cut costs.
Power of Artificial Intelligence-Based Consumer Insights by Uma Bha
(Clootrack) In the article, you can read more about artificial intelligence and consumer insights.
My Comment: The more insights you have on your customers (consumers) the better. Insights give you the intel you need to deliver personalized experiences, catch trending buying patterns, better manage demand and inventory and much more. I’m often asked about AI and its impacts on the customer experience. One of it’s best uses is behind the scenes, analyzing data and getting the right information to help leaders make good decisions about their customers- faster than ever.
Four Marketing Actions For Navigating In Troubled Times by Larry Light
(Forbes) Every relationship is built on a foundation of trust. If there is no trust, nothing else matters. Brand trust significantly affects price sensitivity. If you want a strong, enduring, loyal relationship with a customer, you build trust.
My Comment: Marketing in adverse conditions seems to be the marketing topic of the day. But, it’s not new. The reason for our current “adverse condition” is new to us, navigating through tough times is not. This article has four good concepts that you must always consider as you make the adjustments to your business through changing times.
10 best practices to maintain a steady cash flow during the COVID-19 crisis by Hari Krishna
(Zoho) While standing up for customers is definitely a priority, it’s equally important to have a steady cash flow and ensure you don’t run low on reserves. This article shares a few best invoicing practices that can help you maintain a balance.
My Comment: Even if I wasn’t mentioned in the opening paragraph, I would still include this article in the Top Five roundup. Everybody is scrambling to keep cash flow strong. Consider that even if we weren’t dealing with the coronavirus crisis, most companies still go through periods where they are concerned about cash flow. And, we all have customers who at one time or another struggle. This article has ten ways to help manage cash flow for the company as well as supporting the customer. In the end, it’s about keeping customers, and when there are cash flow problems – for either side – you’ll want to have this list of ideas.
Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. For information on The Customer Focus™ customer service training programs go to www.TheCustomerFocus.com. Follow on Twitter: @Hyken
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