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.
Why Customer Experience Matters for B2B by Suketu Gandhi, Alanna Klassen Jamjoum, and Conrad Heider
(Sloan Review) Better omnichannel experiences mean more sales on consumer sites, but this logic is often neglected when it comes to B2B.
My Comment: So many customer experience strategies (CX) seem to focused on B2C. I’ve been a strong advocate for B2B companies to understand their customers’ expectations are being influenced by consumer behavior (mostly from retailers who deliver an outstanding experience). This article promotes that CX is also an important strategy for B2B. Great ideas for any type of business – especially B2B.
5 Over-Hyped CX Trends You Should Reconsider by Kindra Cooper
(CCWDigital) Industry predictions don’t always align with reality.
My Comment: I like an article that takes issue with the status quo. This article takes five trends, some of which I 100% agree with, and takes the opposite viewpoint. While I didn’t agree with some of what’s in here, it made me think. There’s merit to all of the author’s points. So read, think and reconsider some of your beliefs about the CX trends are impacting your business.
(Forbes) A recent study from Capgemini reveals that half of all consumers are willing to switch to a competitor who offers faster online delivery services for groceries.
My Comment: Just because this article is focused on groceries, don’t think it doesn’t apply to your business. The message is clear. Customers want to do business with the companies that save them time. Saving time is another version of being more convenient. So, take a lesson from the grocery industry. Respond faster, deliver quicker and be more convenient than your competition.
Using AI To Get Closer To Your Customer by Abhi Yadav
(Forbes) Artificial intelligence (AI) is a game-changer for customer experience. It has the ability to bring unprecedented results in delivering relevancy and individualism while increasing marketing accuracy. It may even help you understand your customer’s needs before they realize it themselves.
My Comment: This article starts with a quote from Steve Jobs: “Get closer than ever to your customers. So close that you tell them what they need well before they realize it themselves.” With that thought planted in your mind, it goes on to cover several ideas on how to use AI to get closer to your customer and deliver a CX that they want and need (“even before they realize it themselves”).
(Get VoIP) Understanding what your customer needs and expects from their experience with you is the key to achieving your targets and ultimately, growing your business.
My Comment: This is an article and infographic combined; 75 stats and facts to make you think about your customer service and experience. There is everything from why service matters to info on AI, chatbots, data and more. Some of the stats are more recent than others, but regardless, they will make you think. A great resource!
What does customer service mean to you in 2019? by Anastasiia Khlystova
My Comment: You are going to love this one. 24 tips, each one with an entertaining GIF. Honored to be quoted in the article, too. Have fun with this one… and learn!
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