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. 5 Ways Starbucks is Innovating the Customer Experience by Liz Barrett Foster (QSR) In the […]
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.
5 Ways Starbucks is Innovating the Customer Experience by Liz Barrett Foster
(QSR) In the fight to win back its brick-and-mortar customers, Starbucks is leveraging technological and experiential methods. But will it work?
My Comment: Starbucks is a leader in customer service and experience. Books have been written about the Starbucks experience. Here is a short article that shares five insights into how Starbucks innovates CX.
Customer service worst practice: everything you shouldn’t do when supporting customers by Niamh Reed
(CustomerThink) There are a few things that you absolutely shouldn’t do when supporting customers. Being deliberately insulting, swearing and simply not responding are all obvious contenders. But there’s more to the list than these obvious no-nos.
My Comment: If you were ever interested in ruining a relationship with your customer, then read this article. Here are a number of ways to destroy credibility and trust, starting with lying, being hard to reach and being defensive. Just three of a number of ways the author shares on how to lose a customer.
Customer Service Strategy 101: A Framework for Serving Customers & Measuring Success by Alan Finlay
(Relay) Modern businesses can’t afford for customer service to be an afterthought. Why? Because bad customer service is bad for your reputation.
My Comment: How do you create a customer service strategy? Here are some basics that will get you started. And, if you already have a great strategy in place, you’ll still find an idea or two to deliver better customer service experience.
5 Reasons Why Your Business Is Losing Customers by Katie Lundin
(Entrepreneur) Ever think about why people keep buying iPhones, even though they’re so darned pricey?
My Comment: Why do companies lose customers? Here are five good reasons why. Is your organization guilty of any of these?
Creating Good Employee Experiences Is Within Reach by Chris Poteet
(CMSWire) Organizations have renewed their focus on providing quality customer experiences (CX). They are shifting their practices and offerings to better accommodate and serve their customers, regardless of the types of customers they have. However, companies must be mindful not only of the experiences they offer their customers, but also of the experiences they offer their employees.
My Comment: Before you can have an amazing customer experience, you must start with an amazing employee experience. While compensation and benefits are part of it, there is so much more. As the author states, “When your employees feel supported and cared for, they will often put more of themselves into their work, and their energy and thoughtfulness will flow downstream to customers.”
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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