5 Top Customer Service Articles For the Week of October 19, 2020

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.

What Is Voice of the Customer and What Does it Mean for Customer Experience? by Scott Clark

(CMSWire) Voice of Customer (VoC) programs have been shown to improve the customer journey when brands use VoC metrics to obtain actionable insights, but only when those insights are used to make positive changes to a product, service, or business. Yet many leaders do not understand the benefits of a VoC program, what it entails, and how it can be used.

My Comment: VOC, or Voice of the Customer, has been a term that has been misunderstood by many. The gist of it is simple. Listen to the customer and then do something with what you hear. Sure, it’s an oversimplification, so take a few minutes to read this robust article that includes a clear description of VOC, how to use it and the stats or measurements you may consider using.

37 Customer Experience Statistics You Need to Know for 2021 by Toma Kulbytė

(SuperOffice) We recently asked 1,920 business professionals to share their number one priority for the next 5 years.

My Comment: I love good stats and facts, and here is a bunch of them. Some are a bit dated, but the general meaning behind them hasn’t changed. CX is important – more than ever – and every company needs to be motivated to make it a priority. This information should do the job.

How to Reimagine… Revolutionize 2 by John Dijulius

(The Dijulius Group) This incredible lineup of experts shared so many brilliant “Ah-ha’s” it almost brought our chat feed down.

My Comment: My buddy and fellow CX expert, John DiJulius, puts on an amazing customer service and CX conference every year. This year it is virtual and instead of two or three days, is a month of amazing content from amazing speakers. This is the recap of the second week. If you love this, and you should, you will want to go back and look at week one. You may even want to register to have access to the recorded speeches and interviews. For now, check out the summary.

How To Deliver Ace Customer Service While Working Remotely by Team Inc42

(Inc24) As we grapple with the aftermath of an unprecedented attack by an invisible enemy, the world is now forced to embrace this new era of remote working. While this has surely ushered in its share of challenges, it’s really encouraging to see that businesses are adapting to the new normal with commendable zeal.

My Comment: Working remotely (from home) is no longer exclusive to a small percentage of the employed population. It has become the norm for many companies. This is an excellent article with all types of information that will help you and your company deliver a better customer service experience while working remotely.

14 Smart Ways To Leverage User-Generated Content by Expert Panel®

(Forbes Communications Council) These two elements make user-generated content an essential tool a business can leverage to enhance its marketing and outreach efforts. Sadly, most companies don’t fully tap into the potential of this cost-effective, successful way of engaging customers.

My Comment: It is an enviable position to have customers who are willing to talk about you – and even write articles and testimonials about you. And once they do, what’s the best way to use and leverage that content? Here’s an article from the Forbes Communication Council with 14 ways on how to do so.

BONUS

How to Improve CX with Better Chatbots by Matt Wujciak

(CCW Digital) Just as our everyday lives have changed in significant and unprecedented ways, so has the world of customer support. Support teams in all industries are navigating new ways of working and the outbreak’s impact on key metrics like inbound volume, wait times, and CSAT scores.

My Comment: Chatbots are still a hot topic, especially in the customer support world. They have come a long way over the years – and still have a ways to go. Lots of experts, including myself, weighed in on this report. You’ll have to share your email address to get the report, but I believe you’ll be very happy you did once you read it.