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. 4 Things Your Contact Center Can Learn Now From Chewy on How To […]
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.
4 Things Your Contact Center Can Learn Now From Chewy on How To Improve Your Customer Experience While Still Keeping Your Agents Happy and Productive by Veronica Krieg
(Sharpen Technologies) This month, we’re crushing on Chewy – an eCommerce leader paving the path to a better customer experience. We’re unpacking four strategies from Chewy’s service playbook and giving you actionable tips on how to use them to improve your own customer experience.
My Comment: I love learning from great companies. Chewy.com has an amazing reputation for great service, great products and compassion for their customers. Our friends at SharpenCX have given us an inside look at just how Chewy.com does it.
Southwest On The Importance Of Employee Experience by Tiffani Bova
(Forbes) There’s a message I frequently tell our customers: happy employees make customers happy. Southwest Airlines knows this – they excel by putting employees at the center of their business. As a recent report from Forbes Insights and Salesforce showed, that is the key to customer experience and revenue growth.
My Comment: As long as we’re learning from Chewy.com in our first article, how about we learn from Southwest Airlines. This time we don’t look at Southwest’s amazing customer experience. We look at their employee experience. Bestselling author, Tiffani Bova of Salesforce, has written a six-part series that discusses the connection between EX and CX. If you enjoy this article, you’ll want to download the full report.
Addressing L.L. Bean’s first customer service fiasco, 21st century-style by Paul Selby
(A Customer Service Perspective) Consider how L.L. Bean might address the same situation in the twenty-first century.
My Comment: Another great customer service icon is L.L. Bean. There is a story that happened toward the very beginning of their history that explains the type of company they are. 90 of the first 100 pairs of boots were defective and L.L. Bean stood behind every sale. While it almost ended the company from the very start, it created the foundation for their service and quality standards. The author takes this 100 year-old-story and looks at it through today’s modern lens.
How Useful Are Likelihood to Recommend Surveys? by Utpal Dholakia Ph.D.
(Psychology Today) Speed and simplicity are strong suits, but they fall short in other ways.
My Comment: I’m a huge fan of surveys and measurement when done the right way. One of my favorites is the NPS (Net Promoter Score). This article takes a psychological look at this ever-popular survey question and questions its validity. I’ll agree with some of the author’s ideas, but when NPS is used the right way, it is still one of the very best survey questions out there.
What are the benefits of implementing Service Recovery? by EHL Insights
(EHL Group) Implementing Service Recovery presents your company with many potential benefits.
My Comment: Why resolve customers’ issues and complaints? More than just the right thing to do, when we do it right, there are many benefits. More than just higher levels of customer satisfaction and losing potential customers (two of the seven benefits mentioned in the article), there is also the opportunity to debrief and troubleshoot the service failure, hopefully eliminating or mitigating it in the future.
Three User Experience Trends Consumers Will Pay More For by Matt Wujciak
(CCW Digital) The effortless, instant gratification provided by Netflix, Tiktok, and the other industries mentioned above can be broken down into many components, telling us a lot about consumer behavior. But three in particular stand out.
My Comment: My friends at CCW Digital (Customer Contact Week) published a great article with three user experience trends that customers are willing to pay more for. The third one is about requiring few steps to make a purchase (as in convenience) and includes some of my commentary.
Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. For information on The Customer Focus™ customer service training programs go to www.TheCustomerFocus.com. Follow on Twitter: @Hyken
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