Each week I read a number of customer service articles from various online 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. 5 Smart Contact Center Strategies Designed to Improve the Customer Experience by Pam Bednarczyk (ShoreTel) […]
Each week I read a number of customer service articles from various online 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.
(ShoreTel) Rising customer expectations and changing delivery preferences are forcing many companies to revisit their contact center processes. As a result, many are also rethinking the communications technologies that support those processes. If you’re looking to improve service delivery and stand out from the competition, below are five areas where contact center communications solutions can help.
My Comment: Customers want an easy and frictionless experience, especially when they have to connect with a company’s call or support center. In this short article, Mike Canova, the director of Advance Customer Care for ShoreTel, shares five important strategies and processes to create a better customer experience.
(Entrepreneur) Kuiu sells high-end apparel and equipment designed for fit hunters who are serious about their sport. Its clientele travel to remote locales such as the Arctic Circle and need to stay comfortable, dry and, most important, alive. The 5-year-old company, which has few peers in the market, is on track to do $50 million in sales this year.
My Comment: This interesting article is actually a case study of a successful company and how they connect with their customers. Kui is a hunting gear company that has a customer-focused culture. Learn how they mix the latest customer service and business strategies with some good old fashion tactics – like handwritten thank-you notes!
(Loyalty360) Loyalty marketers everywhere would like to know what the future holds. As technology changes, seemingly, at the speed of light, loyalty marketers want to focus on what’s coming next.
My Comment: This article is actually an interview with Christopher Barnard, President at Points.com. He gets loyalty and he shares several important trends to consider. He talks about the importance of flexibility, the proper use of data, the concept of journey mapping and more.
(CustomerGauge) Ever wonder how your New Promoter Score and overall customer experience compares to some of the biggest names in your industry? Here’s a great opportunity to find out!
My Comment: If you’ve been following my work, you know that I am a big fan of NPS (Net Promoter Score). This is actually an infographic and is filled with interesting stats and facts, including lists of the best in class, broken down by industry. I found it interesting how some of the high scores in one industry compared to other high scores in another. For example, the high NPS score in manufacturing was much higher than the leader in travel or hospitality.
(LiveChat) You make your own luck in customer service. If you want to tip the scales in your favor and produce good customer service results, see what skills, attitude and metrics you should follow.
My Comment: This article is excellent. While I thought that I was simply getting a definition of customer service, it turned out to be much more. There are a lot of ideas that include hiring tips, attitude, the importance of speed and many other strategies and tactics about how to deliver a strong customer service experience.
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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