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. Customer Service Pet Peeves That’ll Make Your Customers Cringe in 2020 by SmarterCX […]
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.
Customer Service Pet Peeves That’ll Make Your Customers Cringe in 2020 by SmarterCX Team
(SmarterCX) We asked CX professionals for their biggest gripes and pet peeves when it comes to service, and here are 10 they listed as most likely to make customers cringe in 2020.
My Comment: When it comes to customer service and experience, what drives you crazy? Our friends at Smarter CX (Oracle) have an excellent article about “pet peeves” that customers can’t stand. Starting off with a quick one from me (about receiving inconsistent information from different customer service reps), there are nine more that, unfortunately, you may have experienced yourself.
Crystal Ball Time! 10 Marketing, Tech and CX Predictions for 2020 by Sara Card
(Evergage) We asked 10 leading experts in the fields of marketing, customer experience, e-commerce, personalization, customer data platforms (CDPs) and more for their industry predictions for 2020.
My Comment: Another list. Tis the season for predictions and trends. Evergage shares ten, and again, one of my predictions is featured. However, there’s more than just this article. At the bottom is an excellent ebook that you can download (free of charge) about one-to-one personalization. And, Evergage does not believe in gating their publications, so just click on the button to download and read it.
Make Your Customer Service Ready For 2020 by CrazyCall
(CrazyCall) Get insights, trends, tips, predictions, and advice from industry experts. Get your customer service ready for the next year with the Customer Service Trends 2020 eBook.
My Comment: Another long one to read – an ebook – but worth taking the time to download. Here are 99 pages of customer service trends. Good info here. It is “gated,” so you’ll have to give up your name and email address, but the people at CrazyCall are good people. They won’t abuse the information, and you’ll enjoy the publication.
20 Ingenious Ideas to Transform Customer Experience (CX) in 2020 by Indrajeet Deshpande
(MarTech Advisor) The customer journey is no longer confined to the process of completing a transaction. It spans the journey from the moment when a prospect hears about your brand until they become your customer and it goes well beyond that.
My Comment: Another list of 20 for 2020 – and a good one! Here are some tips to create a better CX. Some of these we see popping up in other lists, but there are a few somewhat different ideas here that will be good “food for thought.” How many of these do you already do? And, how many should you do?
Saying Thanks to Those Who Say ‘No, Thanks’ by Neil Baum MD
(MEdPage Today) There’s power in pushing forward.
My Comment: My buddy Dr. Neil Baum is a doctor in New Orleans. He has one of the most customer/patient focuses attitudes of any doctor I’ve met. Occasionally he writes an article that hits home for any type of business – not just a doctor’s practice. This article about thanking the people who choose not to do business with you is a classic. He uses an example of when his son didn’t make the baseball team and sent his coach a note to thank him. Worth the read. Share it with your team at work – and your kids at home!
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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