Each week I read many 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. Negative Employee Experiences Can Translate Into Poor Customer Service, Report Says by Emilie Shumway (HR […]
Each week I read many 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.
(HR Dive) Dissatisfied employees were more than 2.5 times more likely to say they do not provide excellent customer service and twice as likely to say they do not deliver quality outcomes.
My Comment: We start this week’s Top Five roundup with an article focused on why a focus on the internal customer experience is important to delivering a better external customer experience. Consider the opening stats. “Sixty-four percent of U.S. workers surveyed by consulting firm Eagle Hill said that the employee experience impacts their ability to serve customers. Dissatisfied employees were more than 2.5 times more likely to say they do not provide excellent customer service and twice as likely to say they do not deliver quality outcomes.”
(Business 2 Community) While it’s far better to add a thank you page than to simply create a confirmation message, most thank you pages are not optimized as they should be, making for missed opportunities to build your brand.
My Comment: In the digital world, it’s not uncommon to make a purchase and then be directed to a page that thanks you for your purchase. Nice customer service, but don’t miss the opportunity to turn that thank you into the next opportunity. More than just saying, “Thank you,” you can share more product information, get the customer to subscribe to your blog, upsell and cross-sell, ask for reviews, and more.
(Fast Company) As we move closer to recovery in the U.S., and hopefully soon, worldwide, it’s important to recognize the lasting impact the last year has had on consumers and how we can use these learnings to inform our business strategy going forward.
My Comment: In the pandemic, we were forced to adapt and adopt new ways of doing business. This article highlights several lessons learned, and my favorite suggestion is at the end when the author suggests that as tempting as it might be (because it is easier), “Fight the urge to go back to the way things were.”
(Forbes) From gathering data to speech recognition and message response times, AI can enhance the customer experience in nearly every way when it’s applied correctly. Here, 15 members of Forbes Business Council share their expert insight on how organizations can leverage AI to enhance their customer service.
My Comment: The Forbes Business Council serves up 15 ideas about using AI to create a better experience. There is something here for everyone, from a small business dabbling with AI to the major brand using AI to leverage insights that drive CX.
(Business 2 Community) While customer acquisition, ratings and reviews, and social proof are the most externally visible success indicators for your brand, customer retention is an integral part of the health of your organization.
My Comment: Reading surveys and feedback from our customers tells you if you’re doing a good job. When you get customers to come back, you know you’re doing a good job. Customer retention is the first step in creating a loyal customer. I enjoyed this article, which features eight strategies that get your customers to come back.
(Edify) When agents are better supported, they are better able to deliver better experiences to customers, which is incredibly important in today’s crowded marketplace. Here are five contact center innovations that directly impact agents and are reshaping the future of customer service:
My Comment: Besides the fact that one of my cartoons was shared in this article, I enjoyed this article that focus on the innovations in the contact center. Even if you don’t have a large contact/customer support department, you will get something out of this article, especially the first section which highlights just how important and skilled someone on the front line needs to be.
Shep Hyken is a customer service expert, professional speaker, and New York Times bestselling business author. Go to The Customer Focus™ to learn more about our customer service training programs. Follow on Twitter: @Hyken
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