5 Top Customer Service Articles For the Week of September 28, 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.

CX50 2020: Great customer experience starts with company culture by Morag Cuddeford-Jones

(MarketingWeek) At our exclusive roundtable featuring members of 2020’s CX50, the consensus was that taking care of employees has helped take care of customers in this time of crisis.

My Comment: If you’ve been following this weekly roundup, then you know I’m a big fan of focusing on culture when it comes to customer service and CX. The best companies to do business with are also great companies to work for. So, we start this week’s roundup with an article on culture that drives the CX. And, this is especially important during times of crisis.

New Study Finds 3 Top Priorities For CX Leaders by Brian Stucki

(Forbes) In a study led by IDC’s Alan Webber, Program Vice President for Customer Experience, and commissioned by Qualtrics, we uncovered three common themes in what CX leaders at companies with more than 500 employees are prioritizing in their programs.

My Comment: Since the pandemic began, NPS and CSAT scores have dropped – in some cases dramatically. What are CX leaders now focused on? Three main areas that include investing and/or using the right technology, having competent people, and building out the customer-focused culture.

Level-up Your Customer Service With These 4 Dynamite Strategies by Tom Sagi

(The Next Web) No matter what kind of business you run, a huge part of your business’ success ties back to your customer service strategy; according to a 2017 Microsoft report, more than half of consumers have stopped doing business with a company due to poor customer service. And as industries continue to get more and more competitive, building a dedication to customer service into your brand DNA is more important than ever.

My Comment: This article includes four strategies to improve customer service. I’m in agreement with three of the four. You’ll have to decide if having local versus outsourced people is good or bad for you. I can argue both sides. But, I really like number one, which is to keep it simple – as inconvenient. (As simple as that sounds, that doesn’t mean it’s easy!) Read on to learn about numbers two and three.

The Importance of Context in Customer Service by Jeremy Watkin

(CustomerThink) In our contact center, context is a major point of emphasis. Here are some of the ways we gain context on a regular basis.

My Comment: I always enjoy articles from Jeremy Watkin. He’s “in the trenches,” and running customer support centers. In this article, he writes about context. Understanding the context behind the customers’ problems or questions can put you in an even better position to deliver an excellent experience.

How Customer Experience Drives Business Growth by Dildeep Singh

(Business2Community) People place less value on uniqueness and personalization than you may think. Every consumer is looking for four things in the ultimate user experience – speed, convenience, knowledge, and friendly service. They are also willing to pay a premium to get those things.

My Comment: How can CX drive growth? Let me count the ways! Actually, this article includes five ways. Nothing new here, but reminders of what’s important. Once again, convenience included on the list! My personal feeling… Convenience is a major differentiator. Everyone expects a company to provide great service. Add a level of convenience and you have a winning combination.

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