Marra CX Hub Top 3 CX Articles for the Week of June 10, 2024
WEEK of June 10, 2024
🔥 The CX world is constantly evolving with new content being shared daily 🔥
Don’t get left behind in the heat of customer experience innovation! Each week, we’ll cut through the noise and deliver our Top 3 CX Articles to you right here on Marra CX Hub!
Brace yourself for the hottest CX trends, insights, and game-changers that’ll keep your brand on fire! 🔥🔥🔥
Let’s get phygital: How to promote online feedback in-store
https://cxm.co.uk/lets-get-phygital-how-to-promote-online-feedback-in-store/
(Ed Hill, Customer Experience Magazine) After Sainsbury’s announced a decline in its online sales, with shoppers returning to its stores, there’s now greater pressure on retailers to provide more engaging shopping experiences – and one key way to do that is to improve the in-store customer experience.
Gary’s Perspective: Ever stood there in the aisle, staring at a bottle of wine and trying to figure out if it’s going to be any good with absolutely no information but the label? 🙋🏻♂️ I thought this was a very interesting piece pointing out the value of being in-store but still being able to utilize your device to review products and reviews. After a few years of over-the-top online shopping, I personally feel a pull to move back to the in-store more often. By combining the best of both worlds, in-store becomes a more attractive option.
Conversation Analytics: How to Maximize the Value of Customer Sentiment Data
(Simon Wright, CX Today) Thanks to the power and smarts of AI, mining and understanding customer sentiment can now be a fast, efficient, and highly-illuminating business. Voice calls in which those satisfaction levels (good or bad) are expressed can be converted into searchable text and automatically interrogated – providing rich and often business-critical intelligence that can help improve pretty much everything.
Gary’s Perspective: Great job by Simon pointing out a real current example of how to use AI to your benefit right now. I have listened to many a podcast, webinar, and senior leadership speeches that tout the massive benefits of AI in the aggregate, but they don’t seem to get to the point and provide real tangible examples and solutions that you can use right now. This is one of them. You can use it to pull unsolicited conversational data (i.e., what people are actually saying!) and analyze it, then use your analysis to improve your customer and agent experience.
Start With YES…Even if it Doesn’t End That Way
https://hyken.com/customer-service-strategies/start-with-yes-even-if-it-doesnt-end-that-way/
(Shep Hyken) When our customers ask us for something or they have an issue, starting on a positive note, such as finding a way to use the word yes from the start can help guide the conversation in the right direction…When a customer comes to you with a problem or issue, you are in a leadership position. You are empowered with authority to help the customer. Saying yes is not about giving in. It’s about using the right word at the right time to create a better customer experience.
Gary’s Perspective: Valuable advice from a Master of the Craft, Shep Hyken. Seems simple enough, but often overlooked. We teach our youth baseball athlete’s an approach to hitting called “Yes-Yes-No”. Before the pitcher pitches the ball, the hitter should be thinking, “yes, this is a gonna be a good pitch, and I am going to hit it”. When the pitcher releases the ball, the hitter should still be thinking “yes, this is going to be a good pitch, and I am going to hit it”. That way they are ready to hit and the ball doesn’t whiz by them. As the pitch comes in, and the hitter realizes it is not a good pitch, it is then much easier just to say “no” and not swing. Same principle applies here.
