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.
12 Ways to Celebrate Customer Service Week by Vanessa Brangwyn
(Achievers) vAbove all, Customer Service Week is an opportunity to stop and think about the interconnected well-being of all the people who make up your business: the ones who use your product or service and the ones who serve your customers and help make your organization run seamlessly.
My Comment: We start this week’s Roundup with a reminder of the upcoming Customer Service Week, which is the first full week of October every year (October 5-9, 2020). While many people think this is a celebration about our customers, it is just as much a celebration about our people who take care of our customers. What are you planning for this special and important week? Here are a few ideas.
How to Boost B2B Customer Experience on Your Website by Chris Christoff
(Business2Community) This article shares some of the most effective tips on how to boost B2B customer experience on your website.
My Comment: Your website is a powerful opportunity to deliver a better customer experience. I like that this article focuses on B2B, but the same ideas can be applied to the B2C online experience. Pay attention to numbers two and three, which are about streamlining the buying process (making it more convenient) and using more video on t
Customer and Employee Criticism: Your Leverage Tool for Growth by Ricardo Saltz Gulko
(Eglobalis) People are busy. If they are taking the time to criticize something, you need to make sure you are listening. There are four initial potential cases that can generate criticism from customers:
My Comment: I recently featured an article on criticism in the weekly Top Five roundup. Here’s another, and it takes the topic to a deeper level. There is some information about NPS (Net Promoter Score) that could make for an interesting discussion (debate), and I also appreciate how the author gave us reasons that generate criticism from customers beyond frustration.
Adaptability- A Key Skill in the Covid Era by Garima Patet
(LearningNotes) The year 2020 is the year of those individuals who are successfully adapting themselves to the chaos incurring due to these tumultuous times. The good news is that the skill of Adaptability can be cultivated and learned.
My Comment: I love the concept of adaptability. In our training programs, we talk about the concept as it relates to adapting to your customer’s behavioral style and personality. This article moves to the concept of adapting to what must be done during the COVID-19 pandemic. Other words to describe this might be flexibility or pivoting. The point is that the way we do business today is different from just six months ago, and it’s important to adapt.
Call Centers Are Out Experience Centers Are In by NobelBiz
(NobelBiz) Our eBook will take an in-depth look at how trending consumer preferences are actively influencing the contact center space. Because we live in this space and we’re also the people behind it.
My Comment: We wrap this week’s roundup with a report you’ll have to download to read. It’s a short ebook on turning the call center into an experience center. Imagine that! Idea number one is that support should be a pleasure. Take a quick read through this short ebook and start thinking in terms of experience versus customer support.
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