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Top 5 Customer Service & CX Articles for the Week of October 11, 2021

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. 4 Ways to Level Up Your Customer Service in 2021 by Reuben Yonatan (Fast Company) […]

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.

4 Ways to Level Up Your Customer Service in 2021 by Reuben Yonatan

(Fast Company) Providing exceptional customer service is a tried and tested way for brands to stand out and succeed. Here are the four best ways to make sure your customer service is top-notch in 2021.

My Comment: This article hits on some of the basics of a great customer experience. And, it’s not about being “over-the-top,” but simply doing what customers expect. The topics covered include quick response times, providing self-service options, different ways customers can communicate with you (phone, email, chat, text, etc.), and solving the problem on the first call (known as first call resolution). What customers don’t want any or all of that?

3 Key Signs of Customer Experience Maturity by Brandon Vigliarolo

(TechRepublic) A Zendesk report found a series of commonalities among companies it calls CX champions. Do your organization’s CX goals line up with those of CX-maturity leaders?

My Comment: Is customer service getting better? Some would argue and say it’s not, but this article features Zendesk’s State of Customer Experience (CX) Maturity Report, which breaks companies down into four tiers of customer experience maturity: champions, risers, emerging organizations, and starters. What’s interesting is that the Champions category more than doubled from 6% to 14%, which tells me more companies see the benefit of customer experience. Check out the article and the report and see if your organization aligns with what it takes to be a CX Champion.

Are Hotel Loyalty and Rewards Programs Enough to Keep Customers Loyal to the Brand? by Max Starkov

(Hospitality Net) The best demonstration of brand loyalty in hospitality and travel, in general, is the share of repeat business. Travel consumers are buried under an avalanche of options and offers, and if they repeatedly choose your brand over the competing alternatives, obviously your brand has an appeal above and beyond the competition. This appeal is a result of the perceived value proposition of your brand and the travel consumer’s emotional attachment to your brand.

My Comment: If you’ve been following me, you know I’m a big fan of all companies having a hospitality mentality. We can learn so much from the hospitality industry. This particular learning opportunity is in the form of an article that discusses hotel loyalty and rewards programs. There are some interesting stats and facts that prove how important some of these programs are. While the numbers don’t necessarily apply to all businesses, the general idea behind them does. It’s important to note that these loyalty programs aren’t making customers loyal, but they are making them come back. While loyalty and repeat business may not be exactly the same, nobody should complain when your marketing efforts get customers to come back again and again.

Intentionally Creating a Culture that Prioritizes Customer Experience by Martha Kesler

(Nextgov) Culture begins to shift when new behaviors are established that generate meaningful results, and wins are loudly, publicly celebrated.

My Comment: We now move into one of my favorite topics, creating the right customer-focused culture. I’ve said this many times before: Customer service is not a department. It’s a philosophy to be embraced by everyone in an organization. Same for CX. It’s more than a strategy. It’s baked into the culture. This article has an interesting process on how to define the desired culture and what it takes to bring it to life.

What Makes an Optimal Customer Experience in 2021? by Brandi Marcene

(Atlanta Small Business Network) The focus of most website owners is to improve brand positioning and boost traffic. You’d be surprised to see how many businesses often overlook the elements that lead to optimal customer experience. Since there’s no specific formula to improve customer experience online, many businesses tend to adapt generic tactics that put off existing and potential customers.

My Comment: Just reading the title was intrigued me to want to read the rest of the article. Here’s a great stat from the article. The average potential revenue lost as a result of not offering a positive, consistent, and brand-relevant customer experience is 21%. That’s the average. It could be less or more, depending on your company and how you handle your customers. There are more stats, and they are followed with several ideas on how to create that optimal customer experience.


Top 5 Ways to Achieve Superior Customer Service by Uniphore

(Uniphore) To understand what superior customer service looks like, we decided to ask the experts. We asked two leading customer service experts and members of Uniphore’s customer service teams for their advice on how to delight customers.

My Comment: I like this article, not just because it includes my interview, but it shared an idea that I’ve been preaching for years. The customer is NOT always right, but they are always the customer. The author’s spin on this is, “The customer always comes first, but that doesn’t mean they are always right.” It’s important that everyone in your organization knows and understands what this means. If you like this idea, you’ll love the rest of the article.

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 Connect with Shep on LinkedIn.

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