10 Best Customer Service Articles Of 2017
In case you missed them, the 10 most popular eServices of 2017 were the following. I suggest printing them out, reading and sharing them with your management team.
1. Your CX Is Always On Stage
The theme of this year’s Secret Service Summit was Your “Customer Xperience Is Always On Stage.” This has never been truer; the experience your company delivers is on stage 24/7 in five key ways.
- Leave It At The Door
- You Are Still On Stage
- Must Be Present To Win
- Everyone Is Your Customer
- Everyone Is In The Media
2. How To Hire The Perfect Customer Xperience Executive
For nearly a decade, the fastest growing position in corporate America is the Customer Xperience Executive (CXE). The questions still remain, Where Do CXE’s Come From? What Should A CXE Be Responsible For? Who Is Losing Sleep At Night Over The Customer?
3. The 5 Things CEOs Regret Most On Their Deathbed About CX
There are five primary obstacles that prevent most organizations from ever obtaining World-Class Customer Service level.
4. How CEO’s Should React When They Get Customer Complaints
Dealing with Customer complaints that make it to senior executives is a critically important strategy, one that most companies fail miserably at in three ways.
5. Is It The End Of Retail?
Retail brands are filing for bankruptcy and closing stores at historical highs. There are several reasons; one of the most obvious is the rise of e-commerce. Another is millienials spending more on experiences than things. And let’s not remove blame from the unsatisfactory Customer Experience the retailers themselves continue to deliver.
6. You Say You Have Relationships with your Customers? Prove it!
In today’s world, the only thing that is separating companies from offering another commodity is the relationships they have with their customers. If you do not have a relationship with your customer, you better be the cheapest. I have yet to have anyone disagree with the premise that relationships are what truly give us a distinct advantage. However, I believe that a high percentage of businesses do not know what a real relationship is. Just because you recognize your customer’s face or the sound of their voice does not mean you have a relationship.
7. Screw Small Talk, Make Big Talk
As a student at Northwestern University, Kalina Silverman performed a social experiment as a research project and ended up starting a global movement, called The Big Talk Movement. BIG TALK Is About Making More Meaningful Connections.
8. Make The One Thing The ONE Thing
I have had multiple CEOs tell me something similar, “That a 1% improvement (in a specific area) would result in millions of dollars.” So when you know what that one thing is, you make it the ONE thing.
9. Is Hitting Your Quotas Coming At The Expense Of Customers?
Are numbers more important than people? What is the tipping point of the human element being less important than hitting a quota? That is a difficult question for most of us to answer, and one we probably do not consider enough.
10. Millennials: Money Is Made For Memories
Millennials, who have tremendous spending power, that’s expected to only accelerate, require more than the orderly exchange of money for value. Attentive Customer service is key to earning their loyalty and stimulating a positive social response. It is also a trend that many retailers haven’t adjusted to. Those who don’t adapt will find themselves closing hundreds of locations or filing for Chapter 11.
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