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.
Forever-Changed Buying Patterns Mean Rethinking Customer Loyalty by Mary Jo Yafchak
(Street Fight) The new consumer buying trends — and the business measures put in place to adapt to them — will likely become a permanent fixture even as the economy enters a recovery phase.
My Comment: Just when you may have thought you understood your customers’ buying patterns, along comes COVID-19, disrupting everything we had learned about our customers over the years. Now they have an entirely different pattern and behavior. Time to pay attention and meet your customers where they are. You must adapt to the new way of doing business. They already have, not because they wanted to, but because they had to. This is a very short article but consider its main message.
Customer Service Week is October 5-9: Learn 5 Ways to Celebrate Your Virtual Agents When They Need it Most (Thanks, 2020) by Veronica Krieg
(Sharpen Technologies) 2020 didn’t cancel National Customer Service Week. The festivities are set for October 5-9, and it’s up to you to celebrate your team, no matter where they’re working.
My Comment: Customer service week starts today, October 5, 2020! This excellent article shares a few ideas on what you can do to celebrate the front line, as in support center. They are the ones that take care of the customers, so let’s “love on them” a bit more than normal this week!
7 Ways to Earn and Build Customer Loyalty for Your Business by Brian Meert
(AllBusiness) How do you become the chosen brand? Let’s explore the ways you can cultivate loyalty with your customers.
My Comment: While there may not be much new in this article, it still has some powerful reminders of what’s important in creating customer loyalty. I especially like number seven, which is to focus on being convenient. (I like it so much, I wrote an entire book on just that very topic!)
Are You Delivering Concierge Customer Service? by Chip Bell
(Forbes) I love my work role and have for many years! However, sometimes I get the question: “If you could do any work role you wanted other than your current role, what would it be?” I always say, “A concierge in a busy upscale hotel.”
My Comment: The concept of a concierge is not limited to the hospitality industry. Delivering a concierge style of service implies that the customer will be receiving a higher level of service. And, in most businesses, that is the type of experience that could get the customer to come back – and maybe even become loyal!
How to rethink customer and employee experience: 4 strategies by Donna Tuths
(The Enterprisers Project) In response to the COVID-19 pandemic, CIOs and other C-suite leaders must transform how they think about “experience” – for both customers and employees – or risk losing them.
My Comment: We end this week’s “official” Top Five roundup – other than the bonus articles included below – with an article that focuses on the employee experience. I’ve always felt that internal customers, as in colleagues you work with, are to be treated the same way as your outside customers – maybe even better. Here are a few ideas to get you started.
The Future Of The Customer Service Workforce: A Case Study With CommunityWFM by Matt Wujciak
(CCW Digital) While the pandemic has taken its toll on thousands of organizations, certain business trends were already starting to negatively impact specific industries.
My Comment: What will customer service – and specifically the contact center – look like in the future? Matt Wucjiak of CCW gives a look into the future.
10 Things We Learnt About Customer Experience From Shep Hyken by Team Vue.ai
(Vue.ai) Shep Hyken spoke to us about the ever evolving nature of customer experience and loyalty, in context of the COVID-19 pandemic.
My Comment: Not that long ago I was interviewed for a podcast. Here is a recap of ten of the questions. This was a great interview. Hope you enjoy – and learn!
3 Memorable Quotes from The Convenience Revolution by Shep Hyken by Jeremy Watkin
(Customer Service Life) In this article, I’m happy to share a few of my favorite insights from his book, “The Convenience Revolution.” The basic premise of the book is that the more convenient you make life for your customers, the more they will continue to do business with you.
My Comment: I’ve known Jeremy Watkin for at least five or six years. He’s not only great at what he does – running support centers – but has become a recognized thought leader in the customer service and CX industries. I’m honored that he would take the time to post a summary of The Convenience Revolution, which is all about being easy to do business with. Thank you, Jeremy!
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