Top 5 Customer Service Articles For the Week of April 19, 2021

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.

10 Statistics (and Action Items) to Inspire Your Next Steps in Customer Service Training by Veronica Krieg

(Sharpen) Here are 10 statistics to inspire your customer service training, along with actionable tips to take back your time and put it toward high-value work, like coaching your team.

My comment: Customer service training doesn’t cost. It pays. Here are ten stats to inspire your customer service training from our friends at Sharpen. Here’s the first one to get you motivated. There’s a three-dollar return for every one dollar the company spends on a better customer experience.

Want to Make Retail Customers Happy? Give Them a ‘Wow’ Experience by Thomas Robertson and Paula Courtney

(Knowledge@Wharton) Wharton’s Thomas Robertson and Paula Courtney from Verde Group talk about a new study showing how retailers benefit by delivering a great customer experience.

My comment: I’m often asked if buying habits have changed after a year of COVID-19. At the beginning of the pandemic, customers were confused, concerned, and scared. There was definitely a sign of change. But after a year of living through the pandemic, customers’ expectations have gone back to the way they used to be. Their expectations haven’t changed much. In other words, retailers can’t use the pandemic as an excuse for poor service.

Creating Content For Employee Experience & Customer Experience by Vivek Nanda

(Business 2 Community) This article focuses on how your organization’s content influences customer experience (CX) and employee experience (EX).

My comment: Many companies recognize the value of content marketing – sending relevant information (content) to their customers. This article suggests content marketing should also be used by employees inside the organization. Give employees good information that is useful to their jobs, and they will reciprocate by delivering a better experience to the customer.

In the Digital and Customer Experience World, there are two lives: Before and After COVID-19. Is your company ready? by Ricardo Saltz Gulko

(Eglobalis) This article will help you as a leader realign your organization to reignite its ability to deliver a much better experience for your customers, partners, and employees. It will also define what it means to be a truly customer-centric company.

My comment: Ricardo Saltz Gulko has written another excellent article, this time on customer experience pre-Covid and after-Covid (or at least as close as we can get to being after-Covid at this point) comparisons. Have the consumer’s habits changed? Find out when you read the article!

How to Achieve a More Empathetic Customer Experience through Digital Channels by Jeff Epstein

(Retail Customer Experience) This article explains why it takes more than speed to satisfy and build loyalty with a customer. Companies that implement a strategic omnichannel solution for customer service teams are more likely to foster more empathetic customer experiences.

My comment: Empathy is the word of the year. More and more, customers want the people they do business with to understand them. Empathy helps build connections, trust, and in time, loyal customers.

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