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. NPS, CES, CSAT: Which One is the Best Metric? by Sara Staffaroni (GetFeedback) […]
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.
NPS, CES, CSAT: Which One is the Best Metric? by Sara Staffaroni
(GetFeedback) NPS, CES, and CSAT are customer loyalty metrics. They’re used to measure the level of loyalty that a customer has toward your brand. Customers are considered loyal when they consistently purchase from your brand over an extended period of time.
My Comment: Let’s start this week’s Top Five list with a “back-to-basics” article on some of those acronyms we use to help us measure the experience our customers get from us. NPS, CES and CSAT seem to be most common. For those that haven’t adopted one – or even all – of these CX metrics, then this is a good starting point.
How a coffee shop owner faced down Starbucks by Megan Cerullo
(CBSNews) Peter Crippen’s little coffee shop on Manhattan’s west side was thriving — then the proverbial 800-pound gorilla moved in on his street corner.
My Comment: How does a small business compete against big business? For example, what happens if you own a small coffee shop and Starbucks decides to move in next door? Well, that’s exactly what happened to Peter Crippen, and here’s how he not only survived but thrived in the shadow of the coffee shop version of a big-box store.
What is Customer Engagement: Strategy, Examples, and Tips by Brayn Wills
My Comment: Customer engagement is important for all businesses, but often B2B organizations don’t take advantage of it the same way consumer brands do. This article shares a number of tips on how all businesses – especially B2B’s – can take advantage of this powerful marketing and CX strategy.
How To Boost Customer Retention Effectively Using Video by Koushik Marka
My Comment: If you’re not using video to enhance your customer’s experience, you’re missing a great opportunity. There are many ways to use video; onboarding your customer, video tutorials for customer support, content marketing, and many more. Video is powerful. This article will get you thinking about how you can use it for your customers.
We Need to Stop Sucking at Customer Service by Shaun Belding
(Entrepreneur) There is always room for improvement at meeting consumer needs.
My Comment: I had to include this short article because I love the title. It will take you less than two minutes to read. The one message in the article that stood out to me is about consistency. We must be mindful of the consistent and predictable experience we deliver to our customers.
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
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