Top 5 CX Blog Posts from July 2020

So here we are again; in the middle of a new month, ready to evaluate the best customer service blog posts available on the internet. In the quarantine edition of this article, I will entertain you with successful customer experiences stories and the strategies appointed by major companies to modernize and overhaul their online customer service.

Like June’s post for the series, I have garnered the top five articles and provided a succinct edition of them so you can get a clear concept of what those blog posts pertain to. As July was another month that descended into a quarantine timeline, the patterns of customer service had its ups and downs. Let’s move forward to gander at the brief analysis of the top 5 CX blog posts in July 2020!

If you want to check out the whole version, click on the links and you will be directed to the official post.

1.   How Can You Resolve Customer Complaints?

Gregory Ciotti rightly pointed out in his blog post how we can establish a stronger relationship with the customers after we have resolved their issues or complaints. This ignites their faith in the employees and they can assess the employees’ attitude towards addressing their respective concerns.

Complaints usually arise because the customer’s expectations are not met by what you deliver. Sometimes, their inaccurate assumptions supersede their opinion of you and they are not satiated by your work performance. You may also leave room for accepting any mistake or inadvertent display of incompetence at your part.

However, Gregory explicitly discussed ways in which you could handle such customer complaints and optimize your work performance and feedback to maximize the customer’s utility. The task may seem debilitating but if you follow his guidelines, you are good to go!

Engage in a detailed conversation to find out where the problem stemmed from and ask inquisitive questions to learn more about the issue. It is imperative to identify the kind of customer you are handling, as this will give you a lucid insight into how to proceed with the matter.

ChatBot

He also laid great emphasis on how you should resolve the matter at your earliest convenience, rather than make it a priority. He explained how you can deal with any negative feedback and criticism regarding your response by remaining steadfast and polite.

This post guides you and educates you regarding handling customer complaints, so if any bad customer experience is hovering over you, make sure your read this post and find a way to salvage your relationship with the customer. Good Luck!

2.   Are you Oblivious to Terrible Customer Experience as an Executive?

Faith Adams is a senior analyst who spoke the heart out of customers who believed that the executives and workers would never relate to bad customer experiences. The focal concept of her post was the disconnect witnessed between the customer’s expectations and the ineptness of employees.

She explained her terrible experience with online appliance purchases. It is no secret that the COVID-19 pandemic has shaken the market dynamics globally and it will take time to adjust with this “first-time” experience. However, corporations should make a sincere effort to cater to the customer’s needs.

She illustrated how her items were never shipped and delivered, she did not receive a refund and the customer service proved to be inadequate and incompetent. She responded to many surveys and questionnaires; however, her efforts and struggles were all vain.

This experience instigated a desire in her; to change the customer service system. She questioned the thinking of executives and their perspective if they ever had to witness such an awful experience. And then she was determined to empower the customers and hold employees accountable for any negligence on their behalf.

She invited executives from all companies and recorded their responses to such customer service and their terrible experiences with CX. She believes it is time to evolve now and rise beyond the meaningless laurels of appreciation. I completely agree with her and suggest you all treat your customers with the utmost respect and regard.

3.   Rescuers at Your Doorsteps!

The prevailing global pandemic has halted many markets’ functionality and has compelled workers to shut themselves in their houses. The scare of COVID-19 has been surpassed by difficulties in continuing to work from home and earning a decent living just by a sitting confined in a room with hours eyes fixated on a laptop, hours on end.

HubSpot

Vasupradha Srinivasan brought the efforts and dedication of service providers to light. She praised their struggle to go out of the way and ensure the maximum satisfaction of their customers. They lubricated the process of working from home without any major inconvenience.

The service providers accommodated their agents, provided sufficient equipment, and granted their customers access to secure internet connections.

Head over to the official post to read more about the generosity and devotion to the work of these superstars!

4.   Can You as a Marketer, Read Customer’s Mind?

Have you noticed how the digital age of marketing has completely altered the way a marketer accesses information regarding their customers? Have you kept yourself updated with modern marketeering tactics that ensure the services you provide remain remarkable by following the digital traces that their customers leave behind? If no, then this blog post is a must-read for you!

Ultimately, it all comes down to the Customer Experience; whether you’ve kept them satisfied with your product upgrades or not, or whether they have had unsatisfactory experiences with other of their purchases.

To cater to such complications, Annette Franz encapsulated her insights on three vital components:

 Customers

Contrary to the popular belief, customer experience extends way beyond the negotiations between the brand organizations and the customers and just their professional relationship. To understand the perspective of your customers you must comprehend their type and develop a personalized relationship with them.

Technology

The new media age and advanced technology have made it easier for marketers to engage in a fruitful relationship with customers. The technology makes it effortless for the marketers to approach the right customers and the analytical tools can help you to make informed decisions regarding investing in customer service.

Data

To earn customers respect you must keep their expectations high and fulfill them. Make sure you have collected all essential statistical data that is obtained through thorough research, questionnaires, and surveys to deliver a personalized experience that cannot be matched by any of your rivals.

In today’s digital world, you are deprived of the live interaction with the customers but you can compensate for this by providing engaging and consistent customer service.

5.   Where Does CX Fall on Your Priority List?

If you can’t master the art of prioritization, you will probably fail at making any vital decision that pertains to the functioning and future of your company. If you want to play it safe and make fruitful bets on your customer service, make sure you are equipped with the apt skills. But all of this is futile if you don’t prioritize giving customers the best experience of their lives. Judy Weader has explicitly talked about this in her blog post.

She proposed three approaches to prioritize and improve the customer experience, which are:

Base decisions on facts and statistical pieces of evidence

Judy described how customer service’s relevant decisions are of grave concern and hold great importance in altering the paradigms of business activities. They have the power to change hefty amounts of revenue, provide job security to workers, and anticipate the future growth of the company. Wouldn’t executives and analysts like to have quantified data and research statistics to make an informed decision?

Two-by-Two Matrix

This concept illustrates the customer’s importance and importance to the business as two individual dimensions. She classified customer importance as pivotal drivers of customer experience, the number of customers facing a similar issue, and the impact of a common complaint affecting the use of product and service. This was positioned against importance to a business that referred to corporate decisions and strategies to improve revenue and minimize risks.

Unanimous Decisions

Judy raises an excellent point about how prioritization doesn’t happen to occur in a business rather it should be a set of choices made and conscious actions performed by the business team collectively. She shed light on how we need to prioritize aspects that are consistent and mutually agreed upon by the whole enterprise.

Conclusion

So, these were my favorite picks from the July’s pots regarding Customer Services and Customer Experience. I found all of these posts to be quite interesting and compelling. It is truly amazing how companies remain undeterred and resilient in these difficult times as we are caught unprepared by this Global Crisis. Comment below and share with us your favorite customer experiences. We would love to hear from you! Also, if you want your next post shared with our audience, just share the link below, in the comment section and we will feature you in our next session! Will meet you next month with some more amazing posts. Till then stay safe!

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Hutch Morzaria

I am an ITIL Expert and extremely passionate about customer service, customer experience, best practices and process improvement. I have led support, service, help desk and IT teams as well as quality and call center teams in Canada and the UK. I know how to motivate my teams to ensure that they are putting the customer first.

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