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. Is Customer Service The Same As Customer Experience? I Debate Myself by Steve […]
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.
Is Customer Service The Same As Customer Experience? I Debate Myself by Steve Olenski
(Media Post) Like many others, I’m sure, I talk to myself quite frequently. And these conversations very often occur out loud versus internally — which apparently means I’m quite intelligent, as research has found that speaking out loud to yourself was found to be a trait of higher cognitive function.
My Comment: What’s the difference between customer service and customer experience? My short answer is that service is part of experience, but experience is much more. The author of this short article shares his take on the similarities and differences between the two.
Want to Consistently Deliver Remarkable Customer Experiences? Make Sure These 3 Departments Are on Board by Sonia Thompson
(Inc.) If one part of your customer journey is a hot mess, it can ruin all your efforts in other areas.
My Comments: While there is a customer service department (the agents who take calls from customers), my belief has always been that customer service is a philosophy – part of the company’s culture. That said, there are three more departments that must be on board to help support the customer service culture – and none of them take customer calls.
Stick to the customer experience fundamentals in a digital world by George Aveling
(George Aveling) I used to be bamboozled by the world of digital. The new language was scaring the pants off me. Digital disruption, IOT, AI, big data, sophisticated and mysterious algorithms, bots…and the list goes on.
My Comment: Companies that are resisting the “digital experience” are missing opportunities. Some organizations are resistant about moving from a traditional to a modern digital experience. Yet, often these digital changes are just making the basics better. This author makes the point with the example of Grab, a digital disrupter to the taxi business in Malaysia (and surrounding countries) that is similar to Uber and Lyft.
3 Tips to Empower your Sales Team, Inspired by Top Sales Organizations by Falon Fatemi
(Forbes) Business-to-business (B2B) and business-to-consumer (B2C) sales have traditionally been two different beasts, relying on two distinct sets of fundamentals and best practices. But times are changing.
My Comment: While the title of the article says sales, it’s all about making the customer experience better. Focusing on metrics, training and AI is this author’s formula for delivering a better experience that gets makes customers want to come back for more.
Six Steps to Successful Customer Journey Mapping by Natalya Bucuy
(LiveHelpNow!) A Mile in Their Shoes: How to create a visual representation of your customer’s experience with your brand.
My Comment: Journey mapping is a powerful exercise that all companies should practice. The process is part of creating deliberate customer experience success. This excellent article breaks down the process with six steps that it takes to work through this important exercise. By the way, journey mapping isn’t something you do just once. It must be revisited on a regular basis.
“Play Gloria!” 10 Life Lessons from the 2019 Stanley Cup Champion St. Louis Blues by Chris Luecke
(Chris Luecke) Earlier this month, my hometown St. Louis Blues won their first Stanley Cup in their 52-year franchise history. In true St. Louis sports fashion, their road to the Cup was nothing short of magical.
My Comment: Earlier this month, the St. Louis Blues hockey organization won the Stanley Cup championship – after 51 years of being in the league. (I had been waiting a long time for this!) While hockey may be the backdrop of this article, there are plenty of lessons that we should share with our teams at work. While this is not a typical “Top Five” article on customer service and experience, I’m sure you’ll enjoy it – and learn from it.
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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