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. Customer Service versus Customer Experience: Master both! by Reuben Yonatan (Fast Company) Customer service (CS) […]
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.
(Fast Company) Customer service (CS) and customer experience (CX) are the two faces of the same coin and go hand in hand with each other. They are often used interchangeably by businesses, but understanding the difference is crucial for businesses looking to thrive in 2024 and beyond.
My Comment: I’ve written about the difference between customer service and customer experience in the past. This article starts with a definition that I can live with but is not quite how I would define it. For me, customer service is more than support. It’s not a department. It’s the interactions customers have with employees – all employees. There’s more to it than that, but let’s move on. I do like the customer experience definition, which is every touchpoint from the first interaction until the customer is no longer doing business with you. Those interactions can include human-to-human and everything else (website, opening a package, etc.). I also like the tips and tactics the author shares to master both.
(Total Retail) Effective customer retention extends beyond product or service quality, emphasizing ongoing customer engagement post-purchase. While subscription models play a role, a crucial strategy involves identifying customer interests.
My Comment: Lately, I seem to be attracted to articles on loyalty programs. Perhaps that’s why you’ll find at least two articles about loyalty in this week’s roundup. Our CX research finds that 76% of customers are more likely to return to a company with a rewards or loyalty program. This article has some findings that support that, if not make an even stronger case. In addition, there are several descriptions of programs from rockstar brands you will recognize.
(John Dijulius) Forbes’ latest ranking, “Best Customer Service,” highlights the companies that, according to consumer feedback, stand out with high customer satisfaction scores for delivering exceptional service in the United States. These are companies who also have significant brand loyalty.
My Comment: My good friend and fellow customer service expert, John DiJulius, has summarized some of the highlights from a recent Forbes article that listed the top customer service companies. It might not surprise you that Chick-fil-A was one of the top picks, but it will surprise you who earned the top honors. (Actually, once you learn more about the company, you’ll understand how they topped the list.) Be sure to click on the link that explains the methodology, which includes some commentary from me. (Shameless plug!)
(Africa.com) Customer experience has fundamentally changed. In fact, today it is in a state of constant evolution alongside the development of technologies such as generative AI, automation and personalised computing.
My Comment: Our friends in Africa have written an excellent article about technology and CX. Did you really think I could go a week without sharing an article that featured AI!? Seriously, there are good tips. My favorite touches on personalization. There’s an interesting tip about the impact of games. I haven’t seen an article about “gamification” in quite some time. It’s nice to see this idea again.
(Retail Customer Experience) Most consumers, three out of four, are more loyal to stores that show consistent customer service and experiences and nearly two-thirds of consumers belong to between one and five loyalty programs.
My Comment: As promised, here’s another article on loyalty programs. It’s actually a summary of a special report, which you’ll have to download. Don’t worry about giving your email address; this is Deloitte, a trusted and respectable resource.
(Enghouse Interactive) The future is now. Science fiction has become reality. Back in 1968, almost five decades ago, Arthur C. Clarke’s 2001: A Space Odyssey, directed by Stanley Kubrick, introduced us to HAL 9000, a computer that communicated like a human … and against its crew. Other movies, such as Blade Runner, The Terminator, I, Robot and others have painted a scary picture of what happens when AI takes control.
My Comment: This is an article I recently wrote for Enghouse Interactive’s blog. I’m often asked in interviews about AI taking away jobs and more. While I’ve written about this before, here’s my most recent take on how AI will impact customer service and more.
(Calix) The Net Promoter Score℠ (NPS®) has become one of the most popular ways for companies to measure customer satisfaction. For service providers, subscriber retention is the lifeblood of your business. NPS is a quick way to determine if subscribers are happy—but there is a right and wrong way to ask the question.
My Comment: Calix is a platform that companies in the cable TV and Internet industry use to help run and manage their businesses. I was asked to submit an article on NPS (Net Promotor Score). Even if you’re not in the industry, there is relevant information for everyone.
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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