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5 Top Customer Service Articles for the Week of January 6, 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. 8 CX Design & Strategy Trends You Need To Know: Looking Back On […]

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.

8 CX Design & Strategy Trends You Need To Know: Looking Back On The 2019 Contact Center by Matt Wujciak

(CCW DIgital) This article shares 8 key findings on CX Design and Strategy, according to our 2019 market study.

My Comment: What’s your ROX (Return on experience)? The concept of ROX is a new one. This excellent article from the good people at CCW, who put on several amazing conferences for the customer support world cover eight strategies in the contact center. That said, ROX can apply to any part of the customer experience.

6 Ways to Upgrade Your Customer Experience in 2020 by Gene Hammett

(Inc.) If your goal for 2020 is rapid growth, your customer experience has to outpace your competition’s.

My Comment: This list has something for every company in any industry. I’m intrigued by the first of the six ideas, which focuses on culture, but not the corporate culture. It is about being in alignment with the customer and society’s culture.

Employee Experience and Customer Experience Depend on Strategy by Liliana Petrova

(The Petrova Experience) The three main solutions to frontline employee stressors are a well-designed customer experience strategy; a mapped out employee journey that drives the design and integration of every new tool; and a cross-functional, agile approach to building technology solutions that include frontline employees in the design phase.

My Comment: This article takes a look at the complicated process many customer-facing front-liners deal with. The best customer experience starts with a great employee experience. The author suggests three solutions to the employee experience that includes a well-designed CX strategy, a journey map focused on employees, not just customers, and considering the employee experience as you roll out new technology to make the customer’s experience better.

Knowledgeable and Friendly Agents Earn Customers for Life: Why Brand Trust Rides on the Customer Service Your Contact Center Agents Deliver by Veronica Krieg

(Sharpen) Learn how knowledgeable and friendly agents keep your revenue in check and build trust that keeps customers for life.

My Comment: More than just friendly customer service agents, you want knowledgeable agents. Consider this research from PWC, 46% of all consumers will abandon a company if the employees aren’t knowledgeable. And, while the focus is on the technical knowledge of a product or service the company offers, when you add in knowledge about the customer (their history, prior calls for support, buying patterns, etc.), you take the experience to an even higher level.

‘Hug It Out’ To Boost New Client Acquisition And Retention by Billy Polson

(Forbes) No matter what your product offering or service is, following the three steps below will help your new customers feel immediately more trusting of your business, while also helping to guarantee that there is never a shortage of hugs or good vibes between your business and your entire clientele.

My Comment: What if you could offer your customers, not a five-star experience, but an eleven-star experience? What would that look like? I love that question. It is similar to a question that I will sometimes use in my speeches and workshops: What would you do differently if your customers were willing to pay you ten times your asking price? Have a meeting and brainstorm what the eleven-star or 10X price looks like. You may be surprised at how you can improve, even if ever so slightly, the customer’s experience.

Top 5 customer service and customer experience articlesShep 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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