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. Predictions 2021: B2B Marketers Build Digital Pathways To Distanced Businesses by Lori Wizdo […]
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.
Predictions 2021: B2B Marketers Build Digital Pathways To Distanced Businesses by Lori Wizdo
(Forrester) As B2B marketing leaders wrap up 2020 with a keen eye on customer satisfaction and revenue acceleration, they must start looking forward to make sure they are planning for the right strategic pivots and preparing to adopt and optimize new tactics.
My Comment: You don’t need to look into a crystal ball to know what is going to happen next year in the world of marketing and CX. Just look at this group of predictions from Forrester. For those solely focused on customer service and experience, pay attention to the comments about AI, chatbots and virtual assistants.
The Future Of Business Is Customer-centric: 3 Pillars To Create A Customer-centric Strategy by Ilenia Vidi
(Ceoworld Magazine) To become truly customer-centric companies should make these 3 pillars the key drivers to creating their customer-focused strategy.
My Comment: This short article focuses on three “pillars” you want to consider when driving a customer-focused organization. It’s like a three-legged stool. You need all three (or more). If you lose one of these legs, the stool falls over. They make sense. Focus on the human experience, the digital experience and the culture. I’d say those are three great places to start.
Brand loyalty is changing due to the pandemic by Chris Morris
(Fortune) COVID-19 has already tested our patience, our focus, and our compassion. Now it could be testing our allegiance as well.
My Comment: Creating brand loyalty is more important than ever. And COVID-19 changed the way customers buy along with their logic in what they buy. Here is a snapshot of how loyalty is changing during the pandemic. Even if you’re not in retail, it’s important to understand basic consumer behavior, as more and more it crosses over into the B2B world.
Wegmans, Trader Joe’s Master Pandemic Customer Service by Gina Acosta
(Progressive Grocer) Trader Joe’s and Wegmans have managed to keep their customer service cred intact this year while other food retailers have seen their service scores wane during the pandemic.
My Comment: I believe every company should look outside of their industry to get a full understanding of the opportunities they have to deliver an amazing customer service experience. Two grocery retailers, Wegmans and Trader Joe’s have done a stellar job of mastering customer service and experience during the pandemic. There’s plenty of other retailers (beyond grocery) that have kept their ratings high. Here’s an article filled with the stats from the ACSI (American Customer Satisfaction Index) that will give you some ratings. If you see a company on the list you want to learn more about, just Google away.
Customer service: Tips to make your buyers feel VIP by Gerardo Rodríguez
(Entrepreneur) “How they make you feel” is the most important factor in deciding whether or not a person will buy from a certain company again.
My Comment: Here is a simple concept. Make every customer feel like a VIP (Very Important Person). Here you’ll find a few reminders – although for some of you this will be new – about how to make your customers feel like you care about them – like they are special. Even though you need to get beyond basics, it’s still not rocket science.
The State of the Contact Center in 2020 | Industry Report by Ben Ringshall
(Fonolo) Shrinking budgets, growing attrition, and a scramble to deliver safe and secure working environments. The State of the Contact Center in 2020 is a far cry from where we expected it to be this time last year.
My Comment: For those of you in the contact center world, you will definitely want to read Fonolo’s State of the Contact Center industry report. It includes insights from leaders in the customer service world as they comment on budgets, AI, outsourcing and much more. You’ll have to download the report to get it – and it’s worth it.
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
Sign up for instant access to Shep’s research report on customer service and customer experience.
"*" indicates required fields
© 2023 Shepard Presentations, LLC. All Rights Reserved.
Legal Information | Sitemap | Site by: digitalONDA
Legal Information | Sitemap Legap
Site by: digitalONDA