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Top 5 Customer Service & CX Articles for Week of October 28, 2024

ShepHyken

Regardless, good CX means using them properly and educating customers on why they should use them. Sounds like a great strategy for all types of customers. Bots in CX: A Love-Hate Relationship by Matt Vartabedian (No Jitter) Consumers dislike bots, businesses like them. Engage, Delete, Ignore or Snub?

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How Customer Education Drives Business Success and Customer Loyalty

CSM Magazine

Companies vested in customer success turn to education as a way to engage their audience. Whether delivered through an online knowledge base , interactive webinars, or in-platform tutorials, customer education ensures your users not only understand your offering but also develop a deeper connection to your brand.

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Guest Post: Exploring Natural Language Processing to Categorize Customer Feedback

ShepHyken

Businesses who want to use NLP to process customer feedback will find that this type of A.I. When it comes to processing feedback, categorization is king. Categorization helps to efficiently organize feedback into categories like “Customer Service,” “Price,” “Ease of Use,” and “Features.” has limitations. .

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Guest Post: A Guide to Training Employees to Deliver Outstanding eCommerce Customer Service

ShepHyken

Remember that employee education should be an ongoing process to keep service quality high and hit sales goals. Consider having an educational budget to address training needs. A lack of regular feedback between employees and managers leads to a lack of motivation and subsequent deterioration of service quality. Conclusion.

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Lesson #24 Revisited: Shorter surveys are usually better—but if it’s too short, it could come back to bite you

PeopleMetrics

Here are three major problems with relying on overly short surveys: Lack of Granularity: With only one open-ended "why" question, you're banking on customers to spontaneously provide detailed feedback about specific parts of their experience. Stakeholders wont be satisfied and will challenge your findings, demanding more detailed data.

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Yoga Pants Can Realign Customer Experience

Beyond Philosophy

The new wall is in response to Customer Feedback that they were confused about how the pants should fit and sometimes bought them too big. Then there is the heylululemon.com site (also called their feedback page) where they invite their Customers to make suggestions and submit ideas. They also do roundtable research at the store level.

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How to set up a customer education program from scratch 

ChurnZero

Customer education is essential for the success of your product. However, not all companies have roles dedicated to customer education, and when customer education does become a priority, it can feel overwhelming to build a customer education program from scratch. It doesn’t have to be. It doesn’t have to be.

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