Each week, I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comments about each article and would like to hear what you think too. 4 Ways to Scale up Convenient CX for Modern Customers by NICE (NICE) The easier […]
Each week, I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comments about each article and would like to hear what you think too.
(NICE) The easier things are for your customers, the better they are for your organization. Meeting customer needs in the most convenient way not only drives great customer experience (CX) but also promotes long-term loyalty and business growth.
My Comment: Customer Experience (CX) doesn’t have to be complicated. This short article by our friends at NICE shares four simple tips – and at least one, if not all four, are important. The first tip, being proactive and reaching out to customers before they call you (about a problem), is something more companies should implement.
(AdAge) While “love” may sound fuzzy in the advertising world, it can be scientifically measured by four key components: strong familiarity, high regard, being personally meaningful and competitively unique. These components comprise their “brand love” score, a research tool developed by brand-tracking and measurement firm BERA that has been integrated into Innocean’s proprietary process.
My Comment: Irrational Love is a new phrase for me – and probably for you, too. Using iconic brands like Target and Coca-Cola as examples might make you wonder or question if this concept is something your organization could consider as a strategy. Well, don’t wonder. They are obvious examples, but if you consider some of the smaller companies or brands you “love,” then you’ll understand that this idea works for any organization of any size.
(CIO) The human experience is tied to the tangible results a company sees, such as increased customer loyalty, higher employee retention, and overall business performance. It’s time to start driving better customer experiences today.
My Comment: With all the talk about AI, it’s refreshing that a major brand like Aflac is featured in an article where the first tip is “Don’t over-digitize.” That is followed up with a second tip, which is to “Prioritize the holistic human experience.” AI is important for streamlining processes and improving the customer experience, but companies that are implementing digital self-service solutions must find the right balance between human and digital experiences.
(Fortune) On this episode of Fortune’s Leadership Next podcast, co-hosts Alan Murray and Michal Lev-Ram sit down with Chewy CEO Sumit Singh. They discuss maintaining a customer-forward business even when scaling up, why the Chewy customer service experience is akin to that of a Disney park or high-end resort, and why the company launched B2B services for veterinarians. Singh also explains why he thinks Chewy’s only competition is the company itself. “I believe we control our destiny much more than anybody else can do anything to us,” he says.
My Comment: How often do customers receive an email from the CEO of a $12 billion company? (That’s a rhetorical question, but just in case you’re wondering, NOT often!) Chewy is an online pet supply company that offers award-winning customer service to its customers, both humans and pets. This is a transcript of an episode from Fortune’s Leadership Next podcast. There are some great nuggets of CX leadership wisdom here.
(CX Today) In 2024, next-day deliveries may seem like a fairly standard option for most e-commerce transactions. But turn the clocks back a few years, and the majority of companies were charging an arm and a leg to get your purchase delivered the next day, if they offered it at all. Then Amazon Prime came along.
My Comment: We wrap up this week’s Top Five roundup with a lesson from Amazon. The Amazon Effect is how the high levels of service, especially shipping (fast and “free” for Prime members), have impacted CX in all industries. The article includes my comment that Amazon has educated its customers about what a great experience looks like.” It doesn’t matter if your organization is B2C or B2B, the Amazon Effect is influencing your customers’ expectations.
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. Connect with Shep on LinkedIn.
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