Top 5 Customer Service Articles For the Week of July 6, 2020

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.

The most important customer service qualities in the next normal: Expertise, empathy, and speed by Vala Afshar

(ZDNet) Salesforce surveyed over 3,500 consumers worldwide to understand what customers need, and how companies can deliver the best customer service experience during the COVID-19 pandemic. Expertise, empathy, and speed are the top three most important customer service qualities.

My Comment: Vala Afshar, the Chief Digital Evangelist for Salesforce has summarized some very important stats and facts around what customers want and expect. Salesforce surveyed over 3500 consumers around the world to understand how to give the best customer service in the midst of the COVID-19 pandemic. Of course, getting to the customer service rep is of major importance, but once there, customers expect the rep to be an expert (in other words, answer the question), deliver with empathy, act with speed and demonstrate flexibility (in that order). There is plenty of great information here to get you thinking.

How Customer Experience is changing the healthcare industry by Steven Van Belleghem

(Steven Van Belleghem) Healthcare is one of those industries that everyone needs, but no one really loves. One of the big reasons obviously is that sickness always comes with pain and fear, but the problem reaches deeper.

My Comment: Even though this article focuses on customer service in healthcare, the author, Steven Van Belleghem is a true genius in the service and experience space, so I get excited when I read his content. So, consider that while the article is focused on healthcare – and the numbers he shares may be different in your industry – the concepts are still valid for almost any industry or business.

6 Ways to Boost Customer Experience Design Adoption & Growth by Ricardo Saltz Gulko

(Eglobalis) As we move forward into an increasingly competitive technology market, how can we continue to differentiate?

My Comment: Ricardo Saltz Gulko is CX designer. He understands how to take a complex process and simplify it for the customer. This article showcases six ways to create simplicity and make the experience easier, especially when it comes to implementing technology. Companies must simplify the complex and create an intuitive experience.

The Ultimate Guide to Customer Feedback by Anita Toth

(Anita Toth) In this article you’ll learn how to fully capitalize on the incredibly invaluable customer data you’re currently missing—and how to mine the significant revenue opportunities that are currently sitting untapped.

My Comment: Even if this isn’t the “ultimate” guide to customer feedback, the article contains a large amount of information. Not your typical article, it’s a deeper dive into understanding how to get feedback, understand the data and much more. If getting feedback is important to you – and it should be – then take the time to go through this “guide.”

When was the last time you experienced your customer experience? by Bob Azman

(CustomerThink) As CX professionals, we spend a lot of time collecting customer information, analyzing survey data, completing journey maps, creating process maps, using measurements to track our progress against established metrics and so on. All these activities are time well spent in the pursuit of a better customer experience. But too often, they become our only activities in pursuit of this goal.

My Comment: I like the title of the article. I often ask the same question of C-Suite members of my clients. They don’t often “mystery shop” their own businesses, but if they did, they might be very surprised. This simple article starts off with a list of ten ways to learn more about what your customers might experience when they do business with you. When was the last time you… Accessed your website from your mobile device, checked to see if the promotional codes you offer your customers actually work, tried to return one of your products…? You get the idea. The goal is for you to experience your experience.

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