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. What Does it Take to Lose a Customer? by Anthony Cusumano (CMSWire) Customer […]
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.
What Does it Take to Lose a Customer? by Anthony Cusumano
(CMSWire) Customer experience. It’s a term that meant little to organizations even 10 years ago, and even now might still elicit eye rolls from executives.
My Comment: The title of this article caught my attention. There are some good insights and ideas here, and after reading the article, you may think the title should have been, “What Does It Take to NOT Lose a Customer.” You’ll read three ideas, and the second is my favorite, which focuses on creating advocacy, not loyalty.
4 Things to Automate In 2020 for Better Customer Relationships by Nathan Resnick
(HubSpot) Customer relations should always be a top priority for any business. And, with 2020 arriving, now is a good time to find new solutions that meet the needs of your target audience.
My Comment: How can an automated experience build a relationship with a customer? To start with, consider that some type of automation (AI, chatbots, etc.) can take care of the simpler routine tasks, thereby freeing up the team to focus on higher-level issues and connect with customers. The third idea is to use webinars. While I wouldn’t consider that an automated experience, it’s still a digital experience – and a good one at that!
Four Ways To Boost Customer Experience (And Thus Hold Onto Your Clients) by Ryanne Van Der Eijk
(Entrepreneur Middle East) To remain competitive and ensure sustainable growth, it is vital that every area of your business focuses on customer satisfaction as a priority.
My Comment: Here’s another list of four good ideas. They will remind you of some customer experience basics, starting with a journey map. As common-sense as this may seem, I’m surprised at the number of my clients that haven’t take the time to go through one of the most important steps of building a strong CX. That’s the first strategy on the list. Read the article to find out the other three.
Resolving Complaints And Keeping Your Retail Customers In The Process by Glenn Taylor
(Retail TouchPoints) How you handle customer complaints often determines if you build or lose relationships with busy shoppers. This is especially true online where retailers often rely on remote contact center agents to resolve things.
My Comment: First, while the title implies this is for retail customers, it reaches far beyond most customers in any type of industry (B2C and B2B). Here are some very good ideas on how to manage an unhappy or complaining customer. It’s not rocket science, but it doesn’t have to be. Pay attention to number four, which is about learning from the experience. When you breakdown a bad experience, you often learn how to prevent it from happening again – or at least reduce the likelihood of it happening again.
Resolutions That Last all Year — for You and Your Customer Service Department by Priyanka Tiwari
(CMSWire) In the interest of kicking off 2020 on the right foot, here are a few best practices for keeping your personal and professional resolutions going strong.
My Comment: The new year is not even two weeks old, so it’s not too late to create some “resolutions.” While I’m not a big fan of resolutions, that doesn’t mean we can’t set some goals and expectations for the year (and beyond). Here are a few good ones to consider, but don’t stop there. Let this article be a springboard to coming up with a few more “resolutions” to help you and your organization create the best CX and service possible.
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.
Sign up for instant access to Shep’s research report on customer service and customer experience.
"*" indicates required fields
© 2023 Shepard Presentations, LLC. All Rights Reserved.
Legal Information | Sitemap | Site by: digitalONDA
Legal Information | Sitemap Legap
Site by: digitalONDA