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5 Top Customer Service Articles for the Week of October 28, 2019

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. How To Build A Customer Service Strategy And Drive Repeat Business by Krishna […]

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.

How To Build A Customer Service Strategy And Drive Repeat Business by Krishna Charan

(Freshdesk) Building an airtight customer service strategy is the best way to weather the demands of today’s savvy customers. We’d like to help you build a viable customer service strategy with nine actionable customer service ideas that can be a huge differentiator for your business.

My Comment: Let’s start this week’s Top Five Roundup with a list of nine “actionable ideas” to help drive repeat business. What I like about how this article is written is that it lists the nine ideas at the beginning of the article. If one of them resonates with you, just click on it and you will be taken to the idea.

Bring Customer Loyalty Under the Customer Experience Umbrella by Phil Britt

(CMSWire) Forrester’s 2019 CX Index found that most loyalty programs are ineffective. This, at a time as the company notes, when “it costs 500% more to acquire a new customer than to retain a current one.”

My Comment: The title of the article intrigued me. Frankly, I’m surprised that loyalty, service and experience are separate. For that matter, let’s toss in marketing – because, isn’t all of this marketing?

Four Brands Getting Customer Experience Right by Ryan Hollenbeck

(Chief Marketer) Understanding customer needs and desires across their journey and ensuring organizations can respond accordingly has never been more important.

My Comment: My favorite way to learn is through example or story. Here are four examples from four brands on how they are delivering a great customer service experience. While you may have heard of these brands, they aren’t the typical ones that are showcased for great service.

The 6 Customer Experience (CX) Trends Every Company Must Get Ready For Now by Bernard Marr

(Forbes) In order to become and remain competitive, companies need to tap into the latest technologies and customer experience trends. Here are 6 customer experience trends every company must get ready for.

My Comment: While the article implies that these six customer experience trends are for every company, I can’t agree. But, what I can tell you is that there are at least three or four (and for some, all six) that any company, in any type of industry (B2B or B2C), could consider. I look forward to the future!

Super-charge the Journey to Customer-Centric Culture. by Wayne Simmons

(CustomerThink) Fast-forward 65 years, with the basis of business now shifted to customer experience, many organizations are now rediscovering Drucker’s basic idea by taking steps to become more customer-centric and ultimately customer-obsessed.

My Comment: The author of this article is the former head of Global Service Delivery at Ritz-Carlton. And, anytime I can learn from an executive of a world-class brand, I pay attention. He even quotes from the new book by co-founder and first president of Ritz-Carlton, Horst Schulze. Good information for every organization.

Top 5 customer service and customer experience articlesShep 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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