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. Everyone Hates Customer Service. This Is Why. by Sharon Terlep (Wall Street Journal) Technology […]
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.
Everyone Hates Customer Service. This Is Why. by Sharon Terlep
(Wall Street Journal) Technology lets companies see how badly they can treat consumers, right up until the moment they bolt
My Comment: Let’s start with an article I read after I prepared last week’s Top Five Roundup. While it’s officially from last week (Saturday), it’s worth sharing. Just the title should pull you in. Does everyone hate customer service? Well, that’s a bold (overtly general) statement. Still, there’s some sound wisdom in this way of thinking. So, let’s find out why “everyone” hates customer service.
Calculating the ROI of CX: Complete Guide 2019 [Includes Spreadsheets] by Alyona Medelyan
(Thematic) This blog is a comprehensive guide that will tell you everything you need to know about calculating the ROI of Customer Experience (CX) to move from insights to action.
My Comment: We know CX (customer experience) is important, but how do you know how important it really is? How can you determine if the investment is worth the money and effort? Well, this article can help you determine exactly that. Drucker (or Deming) said, “You can manage what you don’t measure.” No sense in investing in anything (not just CX) that you can’t determine the ROI.
The Magic That Makes Customer Experiences Stick by Stefan Thomake
(MIT Sloan Management Review) The most memorable experiences are suffused with emotion — not extra features or value for money.
My Comment: CX is more than the process a customer goes through as they interact with your organization. Consider the opening line/sub-title of this excellent article: “The most memorable experiences are suffused with emotion — not extra features or value for money.” A good CX will get customers to come back. A good CX that connects emotionally will customers to become loyal.
Why brands must prioritize the happiness of millennial shoppers by Derek O’Carroll
(Retail Customer Experience) Recently, www.Brightpearl.com conducted a survey of millennial shoppers that showed millennials can be particularly hard to please. Over two-fifths (45%) admit to being less loyal to brands when compared to a year ago, and are quicker to abandon companies that don’t meet expectations.
My Comment: As millennials age, they become even more powerful as an economic force in business. While I believe we should focus on the happiness of all our customers, you can’t treat every customer the same way. There are differences between generations, and as the Millennials become more successful, we must pay attention, and depending on your business, cater to this growing and economically powerful segment of our customers.
10 customer experience lessons from a CRM pioneer and trailblazer by Vala Afshar
(ZDNet) Eighty-four percent of customers say the experience a company provides is as important as its products and services. Michael Maoz, a senior vice president of Innovation Strategy at Salesforce, has been researching the science and art of delivering world-class customer experience for decades. He shares his insights on how companies can develop a differentiation strategy based on customer experience.
My Comment: If you’ve been following this weekly roundup, Vala Afshar should be a familiar name. He’s one of the most respected people in the customer service/CX/marketing world. This article starts with some stats and facts and follows with Afshar’s ten lessons and insights that will enhance your customer’s experience.
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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