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5 Top Customer Service Articles For the Week of December 18, 2017

Each week I read a number of customer service articles from various online resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too.

Customer Experience Mapping: How to Create Smoother, More Effortless Journeys by Hutch Morzaria

(Comm100) In this article, we’ll be exploring both the process of customer journey mapping and customer experience mapping, explaining the types of steps involved for each. First, let’s go through what a journey map is and how to complete one.

My Comment: Let’s start off this week’s Top Five by going back to basics with a short article on creating a journey map. The author has an interesting twist and discusses the move from a customer journey map to a customer experience map. The focus is on both the acquisition of a new customer as well as the retention of that customer.

The Customer Experience Effect: A Look at We Learned in 2017 and What’s Ahead by Liliana Petrova

(Jet Blue) With many startups and companies addressing this exciting challenge in brilliant and creative ways, we invited a group of innovators to our New York City headquarters on Customer Experience Day for a discussion on customer experience innovation. Over the next few weeks, I will be sharing some of the top things we learned during this panel and how we will continue to apply them and inspire humanity in the year ahead.

My Comment: I love learning from the top brands that are known for customer service and experience. Jet Blue is one of those brands. Here is a short lesson, but let me warn you. It’s a tease. It’s just one of a number of lessons from Jet Blue that will be released over the coming weeks. So for now, read the first lesson and enjoy!

How Personalized Data Is Quickly Improving Customer Experiences by Lucas Miller

(The Next Web) If “the customer is always right” is the golden rule of customer service, then “treat each customer as an individual” should be the golden rule for brand marketing. Every consumer wants to feel as though the brands they support view them as a unique entity, rather than another customer identification number.

My Comment: This very short article is about personalization. This is big today. The premise is simple: Treat customers as individuals. I’ll go a step further and suggest that this is more about making customers feel as if they are being treated as individuals. Back to the article… the author mentions two iconic companies that have mastered personalization: Starbucks and Maybelline. Good examples to get us thinking about how to better connect with our customers.

The Current State of Customer Experience and How I would like it to Be by Vivek Jaiswal 

(Customer Guru) Customer experience is becoming more important with every passing year. Sadly though, even today there are brands that think that it is just a buzz that will die with time. I, however, believe that customer experience is becoming a part of the boardroom discussion in companies. Looking at the Google search trend also reinforces my confidence in the fact that customer experience will only become more significant and popular in the coming years.

My Comment: This is a robust article on customer experience, with something here for every type of business. Plenty of stats, facts and visuals to get your mind stimulated around the importance of delivering customer experiences that win new customers and gets existing ones to come back.

101 Reasons Why You Need To Embrace Live Chat by Megan

(Website Builder) Make no mistake, live chat is not just a way for the customers to get in touch with the seller. It’s much more than that! Live chat is the untapped potential that will help you build rapport with your visitors and boost conversion rates. More importantly, live chat provides immediate answers, thus building confidence in your brand and increasing customer satisfaction. 

My Comment: Wow! I didn’t realize there were 101 ways to use Live Chat to benefit your business. Here’s a great article – actually an infographic – with plenty of Live Chat ideas for us to think about.

Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. For information contact or For information on The Customer Focus™ customer service training programs go to Follow on Twitter: @Hyken


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