March 13, 2021

CX Master

Service Matters – Learn What Works!

Top CX Posts November 2020

There were a lot of good posts in relation to CX that were shared in November. Here is our list of the top 5 CX posts that are worth reading

Let’s pick up from where we left off last month in our list of Top CX posts for October.

Over the course of this month, I’ve spent a lot of time reading and compiling a post of top cx blog posts for November 2020 that I wanted to share with you.

I read some very interesting blog posts that showed me how so many companies are thriving even though the COVID-19 has limited them physically.

I am sharing my favorite picks and attaching a link along so that you can explore them further. They do not follow a specific theme, but I believe they merit applaud and acknowledgment. So, let’s get started.

1. Customer Empowerment Amid a Global Pandemic

This post by Blake Morgan was an unusual one and riveted my interest right at the beginning. If you ask yourself which aspect influenced the market dynamics the most. Without hesitation, you will answer the highly feared and prevalent, COVID-19.

NICE inContact CEO Paul Jarman shares his insights in this post and changes our perspective about the outbreak of the global pandemic and its ramifications. He mentioned how the pandemic paved a way for customers where they can share their voices and opinions.

He emphasized the key takeaways that we should learn from to shape our customer experiences in 2021. Because of the democratization of opinion, customers have more power than ever. They are sharing their experiences overtly and are utilizing the online platforms excessively.

The following four major takeaways are discussed explicitly in this post:

  • Shifting to the Cloud – A survey revealed that around 66% of contact decision-makers were moving their data and activities to the cloud. There will be more agility and room for innovation in the cloud. This will ensure seamless and uniform customer service all across.
  • Increased Use of Digital Channels – Since the COVID-19 outbreak, more than 62% of contact centers have gone digital and used online platforms to communicate. Considering the situation doesn’t diffuse, customers will seek a digital customer experience. So, improvements and amendments shall be made accordingly.
  • More Mobile Applications – Companies using mobile apps grew from 8% to 56% since the pandemic. People are relying heavily on apps and so effective mobile apps must be developed to keep up with the demand.
  • Improving Chatbots – Many marketers believe that the future of customer experience relies greatly on the use of chatbots. In a study, it was deduced that around 90% of CX practitioners have claimed that the chatbots need to be more user-friendly and digitally smart. The incorporation of modern features will help enhance its use.

2. Trust is everything

The Senior Analyst at Forrester, Anjali Lai, eloquently describes the unmatched significance of building trust in the relationship with consumers in her post.

She defined consumer trust as “Trust is confidence in the high probability that a person or organization will spark a certain outcome in a relationship.”.

She described how humans are inherently trusting and how we can track the logical and chemical stimulants that trigger trust and similar feelings. She also explains a few key points that are:

  • Trust is Confidence – The trust you pour in your kids that they will clean up after you is solely based on hope and optimism. Just like that, you have to instill this level of trust in consumers so that they become your loyal customers.
  • Trust is About a Particular Outcome – Marketers are always scratching their heads because they are in the race of earning the “most-trusted brand” title. The ranking is not a defining determinant for the consumers. They constantly assess the outcomes in relation to their expectation.
  • A Relationship is Structured on Trust – Like every other relationship in this world, a relationship between an employee and consumer is also based on trust. If consumers fail to trust these services, products, and the company, you will not be able to achieve customer value or deliver an exceptional customer experience.

3. How to Make Fans for Your Business?

If you think that tons of customers will get out of their way to engage in a business with you just because you are delivering exceptional customer service, then you are mistaken. The price of earning true customer loyalty goes beyond fashioning just an experience.

Jim Tincher makes a point in his post that just creating an effortless experience for the customers wouldn’t suffice to make them your loyal and most valued customers. He is also aware that his stance is wildly unpopular, but he supports his reasoning with compelling arguments.

He perfectly encapsulates his theory that loyalty can’t be built by resolving issues, rather it just prevents disloyalty. Loyalty is when customers are swimming in a pool of options, but they willingly choose you. And the culminating point is when the customers have a cheaper and more convenient alternative, yet they continue to choose you; that is the real determinant of loyalty.

So, this proves that it’s not the ease of engaging in business but the emotional connection that compels customers to stay connected with you. That is what customer experience is all about; building emotional and meaningful relationships with the customers.

Though this is a short piece of writing, it caught my eye because it was eccentric and was centered around an unpopular opinion. This post overtly talks about the fallacy that customers need to be wowed. However, they just want to be done.

4. Efficiency and Empathy in Harmony

The aftermath of the pandemic is still unknown and inexplicable. The prevailing uncertainty has put the analysts and company leaders in a conundrum as they cannot assess which strategy, they must opt for to survive in the post-pandemic world. We all are suffering through the adverse effects of COVID-19 and these times have not just been challenging for the companies but also for customers.

Blair Pleasant talks openly in this post about how we have to cope up with the long-term changes of the pandemic and make our place in the virtual world. She capitalized on how the increasing dependence on online working or work from home has led people to come up with creative and innovative solutions to deliver exceptional customer service. She also mentions the new strategies that companies have come up with to meet the growing customer demands and expectations.

The best thing to come out of the lockdown is the newfound respect for the concept of empathy. People locked up at home and having the crippling fear of the pandemic has made everyone empathetic and consequently humanized customer experiences. People are more invested in offering a personal experience to the customers.

Agents are trained to listen to the issues of customers and address them willingly, with utmost concern. It is now a challenge for companies to find the right balance between efficiency and empathy because, in these tough times, businesses should prioritize solving customer complaints rather than generating profits.

She also laid great emphasis on how video interactions and visual connections can add a personalized touch and help in creating a stronger employee-customer relationship.

5. Timeless Customer Experience Trends

The fast-changing environment of the world always keeps us in uncertainty. There are many obvious challenges and very few opportunities that await us. But after decades of learning the trends and patterns, analysts have deduced a set of standard rules that significantly affect the customer experience.

Though COVID-19 has greatly changed the market dynamics, there is a set of trends that remains timeless and is even applicable in these unprecedented times. Michael Hinshaw discusses these trends in this post and guides companies about the direction they shall pursue to deliver impeccable customer service.

  • Advancement in Digital Transformation – With the outbreak of a global pandemic, the shift to digital platforms and media has been at its peak. And from here the curve will rise as dependence on digital channels is increasing substantially.
  • Determining the ROI of CX – More accurate and precise metric modes, analytical tools, and decision frameworks are employed so that customers’ experiences could be understood better. These tools are constantly improving as they help in delivering a memorable customer experience.
  • Customer Understanding – It is always important to know how customers truly feel and what do they genuinely desire. Without understanding the underlying needs of customers, it becomes nearly impossible to deliver a great customer experience.
  • An Adaptive and Agile Approach – Linear approaches become redundant quickly and do not match the changing market flow. However, a more agile approach helps the companies to resonate with the changing trends. With better data and customer understanding attained via an adaptive approach, customer value is achieved.
  • Prioritizing Employee Experience – A great customer experience cannot be delivered without creating a good employee experience. The workplace environment and relationship between the company and employees are improving greatly. Leaders are bridging the professional gap, refining systems, and are encouraging collaboration. Companies are redefining the employee experience as the organization’s success depends greatly on it.

Conclusion

It was quite difficult to find my picks for this month. All articles I came across were so fascinating and riveting. Isn’t it amazing to see how businesses are not just surviving but flourishing in these times?

Though the initial months of the pandemic outbreak were challenging but just as the companies have adapted to the new conditions, they are coming up with innovative ways to avail opportunities and perform optimally.

Comment below and share your thoughts and reviews. If you want to share your posts with us, you can share the link in the comments, and we will feature your post in the next session. This was all for November 2020!

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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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