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. World’s 3 MOST Customer Centric Companies: How do they do it!! by Kushal Dev (Customer […]
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.
(Customer Guru) Here are our top three picks for the most customer centric companies and some lessons on how they manage to be customer-centric despite their size and diversity.
My Comment: If you asked me to list the three of the most customer-centric companies, I would have guessed two out of three correctly (and you probably would, too). Here are three great companies, Amazon, Southwest Airlines and TD Bank (I wouldn’t have guessed this last one), that are relentless when it comes to being customer focused. The author shares nine specific tactics and strategies that these companies excel at to achieve customer centricity. All are great concepts that are appropriate for just about any company.
(TechCo) Even when conducted online, customer service should always have a personal touch. With conversational interfaces being hotter than ever, and big data offering personal experience to the customers, you have to value your customer service more than ever before. But how can you do that?
My Comment: While this excellent article talks about making customer service more personal, I would say another word to describe the concepts are about being more engaging. But, let’s not split hairs. Here are six ideas that will make customer service both more personal and engaging.
(Diginomica) When it comes to customer experience, companies struggle to bridge the gap between loyalty and desire. Recent data sheds light on the method behind great CX – and the obstacles still to be overcome.
My Comment: This article features some of the brilliance of Jeanne Bliss, a rock star in the customer experience world. The big take away is the level beyond customer loyalty, which is desire. The concept of desire is loyalty on steroids.
(Antavo) Have you thought of running a loyalty program for your online store? Do you struggle to convince your colleagues or yourself?
My Comment: The title of this article is claiming a “definitive guide.” That is a big promise to make. While it may or may not be a “definitive guide,” it is overflowing with outstanding information on loyalty programs. From stats and facts to specific how-to’s, you’ll find something here that will help you start or enhance your loyalty program. Great article!
(Information Age) AI is increasingly being used to complement customer-brand interactions – what steps companies can take to harness this disruptive technology?
My Comment: The instant chat option as a channel for customer service is a growing option. (Actually, I think it should be called “instant text,” but I digress.) The idea of bringing artificial intelligence, or as it’s now called a chatbot, is technology we can all be excited about. It’s virtually impossible to distinguish between the chatbot and a human, and if the bot/computer senses the customer is confused, it seamlessly hands off the text conversation to a human. Pretty cool stuff!
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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