Each week I read many 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. America’s Best Customer Service Companies by Newsweek (Newsweek) Newsweek has again partnered with respected global […]
Each week I read many 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.
(Newsweek) Newsweek has again partnered with respected global data research firm Statista to identify the stores that consistently provide the Best Customer Service 2021.
My Comment: We start off this week with Newsweek’s list of America’s BEST customer service companies. Be sure to check out the drop-down box that allows for the data to be broken up into different categories. It’s interesting how the scores determine the ranking. So, what to do with this list? Consider listing the companies/brands that closely resemble your organization. Then do a Google search for articles about their success. You just might find an idea or two that you can make your own.
(Governing) In the public sector, customer service can easily devolve to “our way or the highway.” The head of the Arlington, Texas, planning department is transforming its service culture into a place where your “dream comes true.”
My Comment: How would you like the customer service at a government agency to be as good as going to a Disney theme park? Imagine walking into a government office and the employee greets you with, “How can we make your dream come true today?” Well, that’s exactly what you might experience when you interact with the employees in Arlington, TX.
(Linkedin Pulse) Last month, Joseph Michelli shared “5 Things Service Professionals Should NEVER Say.”
This month, he presents the flipside, 5 Things Service Professionals Should ALWAYS Say.
My Comment: Joseph Michelli is back this week, and this time with a list of five “power phrases” your customers love to hear. And, while you are there, be sure to click on the link that takes you to the article he shared last month, which is a list of the five things you should never say to a customer.
(Linkedin Pulse) The foundational work of defining CX at your organization, through a CX Mission Statement and CX Success Statement, is so critically important to accomplishing real change and delivering on real outcomes through customer experience.
My Comment: We encourage our clients to have a cadence of ongoing discussions around customer service and CX. Some of our clients do this weekly. A few do it daily. It’s important to have conversations like these to keep service and experience front of mind. Here is a list of twelve CX conversation-starters to get your team talking.
(American Alliance of Museums) Here are ten ways museums and attractions can continue to attract return visitors, including local staycationers, daytrippers, and audiences outside the usual target market.
My Comment: Do you want your customers to come back? Of course, you do! Something that intrigued me about this article was the title. It’s obvious the author recognizes there is a difference between repeat customers (She refers to them as return visitors.) and loyalty. Here is a list that at worst, will help motivate your customers to come back. At best, they go from returning customers to loyal customers.
(MyCustomer) We are experiencing a reset as a result of the pandemic, and those companies that continue to deliver overcomplicated solutions are living on borrowed time. With that in mind, here’s how to use experience design to create better CX through reduced complexity.
My Comment: There were so many great articles this week, so I couldn’t stop with just five. Here is an excellent one by Ricardo Saltz Gulko about reducing customer complexity. Another way of putting it, is to reduce friction and be more convenient. Here’s another list that includes ten suggestions on creating a better CX by paying attention to the experience design.
(HelpSquad) If you’re looking to improve your relationship with your customers through the power of reading, look no further. Here are 25 customer experience blogs to add to your weekly reading list.
My Comment: Let’s round out the TOP FIVE (Plus) list of articles with a post from HelpSquad, which includes the 25 customer service blogs to subscribe to and read. I’m honored to be on the list (Thank you HelpSqud!) that includes some amazing experts. Here you will find more experts to learn from.
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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