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. This Bizarre Support Chat Will Make You Laugh. Or Cry. by Roger Dooley […]
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.
This Bizarre Support Chat Will Make You Laugh. Or Cry. by Roger Dooley
(Roger Dooley) Internet service providers and cable TV services have the lowest customer satisfaction ratings of all rated industries in one survey. These firms do many things poorly, but a bizarre interaction with my current internet provider uncovered a brand new customer experience failure.
My Comment: Friction is another word for “inconvenient.” If you’ve been following my work, you know how important the concept of easy and convenient is as a customer experience business strategy. Roger Dooley, the author of Friction, shares a story about a high-effort, friction-laden customer experience that reminds us how important it is to be easy (or, at least easier) to do business with.
If You Don’t Use These Social Media Tips to Improve Customer Service, You’ll Hate Yourself Later by Larry Kim
(Small Business Trends) Brands that stand out like unicorns are the ones that respond swiftly, to both messages and reviews. That’s why you need to know how to improve customer service using social media.
My Comment: It’s been a while since I included an article about social customer care (social media customer service) in the Top Five Roundup. This short article includes five tips to remind us how important it is to respond quickly – and to every post. More and more consumers are turning to social channels to seek help, complain and praise. Make sure you’re there for them.
10 Best Things about Customer Contact Week 2019! by Dennis Wakabayashi
(Wakabayashi) Wow sums the event up in a single word. For those of you who want more deetz, then here are ten of the best reasons to attend next year!
My Comment: One of the largest, if not the largest, gathering of customer care professionals happened just over a week ago in Las Vegas. CCW (Customer Contact Week) included thought-provoking general sessions, tactical “how to” workshops, a tradeshow showcasing the latest and greatest in the industry and more. This article is a quick recap of some of the highlights. If you’re in the customer care world and haven’t attended the CCW conference, this article may entice you to attend their next event.
100 Of The Most Customer-Centric Companies by Blake Morgan
(Forbes) Here are the habits of 100 customer-centric companies from ten industries including Retail, Finance, Healthcare, B2B, Software, Hospitality, Insurance, Telecom, Manufacturing, Agriculture.
My Comment: It’s one thing to list 100 companies as examples of good customer experience. It’s another if you qualify it with a sentence or two to explain why they made the list. Blake Morgan shares a “Top Ten” list of customer-focused organizations from ten different industries and a short explanation about why she chose them.
11 Skills and Traits for Customer Experience Professionals in 2019 by Dom Nicastro
(CMSWire) Customer experience is expected to overtake price and product as the key brand differentiator that customers consider most by next year, according to a report from Quadient. That’s months away. Scary, right? Not too surprising though.
My Comment: What are the best traits for customer service/care professionals? Well, here is a list of eleven to consider. This is a good resource to study before you hire the next person that will be on the front-line, representing your organization as a “customer experience professional.”
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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