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. How Disney Knocks it Out of The Park With an Excellent Customer Experience […]
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.
How Disney Knocks it Out of The Park With an Excellent Customer Experience (And How You Can Too) by Ellen Christenberry
(Sharpen) Here are some of the ways Disney knocks it out of the park – and then some – in providing excellent customer service. Plus, we give you some practical tips on how you can model your CX after Disney.
My Comment: I never miss the chance to learn from an iconic brand, and in this case it’s Disney. Our friends at Sharpen have an excellent article that shares five lessons on how you can model your CX after Disney. I especially appreciate the first one, which is to value your employees first.
Humans and Robots in Retail: It’s Not Us vs. Them by Justin Sears
(TotalRetail) Here are a few specific ways that automation is making work better for digital merchandisers, allowing them to improve the customer experience (CX) while enjoying a far better employee experience (EX).
My Comment: Many of my clients ask me about the idea that automation will replace humans. There is no doubt that automation is playing a key role in the customer experience, but it is far from eliminating the need for human-to-human interaction. I enjoyed this article on the struggle between humans and robots in retail. They can (and will continue) to coexist.
Deep Dive: How Sweetwater Builds Software and Personalized Experiences by Jamie Grill-Goodman
(RIS) RIS sits down with Sweetwater’s CIO Jason Johnson to dive into how the instrument retailer develops in-house tech to invoke its unique customer experience.
My Comment: Sweetwater may not be a brand as recognizable as Disney unless you’re in the music industry. If you’ve ever bought anything from them, you’ve experienced an excellent experience. They could even be considered the Disney of their industry. For this article, as the title suggests, we’re going to take a “Deep Dive” into the technical side of Sweetwater and how they build personalized experiences, which leads to loyalty.
In The Rush To Go All-Digital, Prioritize Employee Experiences by Brian Solis
(Forbes) In a post-COVID economy, progressive companies around the world are accelerating digital investments in customer experience (CX) optimization, enhancement, and unification.
My Comment: The past year has changed how many businesses operate. When the pandemic began, they were forced to use more digital options to support customers. With all the effort focused on customers, don’t forget about employees. The transition to more digital experiences aren’t just for your customers, but also for employees. The line that drew me in was this: “Designing for EX (Employee Experience) is the next competitive advantage.”
Consumers set a high customer service bar, but not every brand can deliver by Maria Monteros
(Retail Dive) The customer may not always be right, but experts say there’s a price to pay when brands don’t take care of them.
My Comment: Our customers are smarter than ever. They know what a good experience is, and they expect to get it. Still, some brands struggle to deliver, and there is a price to pay for their missteps.
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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