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5 Top Customer Service Articles For the Week of June 5, 2017

Each week I read a number of customer service and experience 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.

11 Tips to Save Your Retail Business From Extinction by Anne Pilon

(Small Business Trends) Brian Solis gives an overview of the top trends that retail businesses can use to survive and thrive in today’s environment.

My Comment: Brian Solis is one of my favorite people to follow and learn from. He is one of the true CX experts. This article has a number of tips that are focused on retail, but also includes information that is relevant for B2B types of businesses.

Airlines in search of customer loyalty need to do more than improve service b

(The Hill) In the wake of recent incidents and subsequent PR nightmares — not to mention congressional tongue-lashings — airlines are attempting to make up for their customer service shortcomings.

My Comment: The airline industry is a hot topic in the world of customer service. Several incidents over the past months have contributed to public awareness of the problems in the industry. So, how does a company (or industry) pick itself up and get back on track? Nick Francis of Help Scout shares some insights on exactly how to go about it.

Brands unclear who should take responsibility for customer experience by Charlotte Rogers

(Marketing Week) Businesses are increasingly using customer experience to differentiate their brand yet 30% of senior leaders are confused about who should take ownership of it.

My Comment: Who should own CX? My response is… Everybody! However this article is more about who should oversee CX in an organization? That’s the leadership question. Some companies have a Chief Experience Officer. Some companies put it into marketing. Someone has to oversee it. Everyone needs to own it.

Customer Experience Is Everything: Three Steps to Make Yours Unforgettable by Zac Johnson

(All Business) Here are four premium performance measurement tools that integrate especially well with Google Analytics, giving you the power to take action and make meaningful business improvements quickly.

My Comment: Who doesn’t want the experience a customer has with your company to be “unforgettable” (in a positive way)? This short article has three common sense approaches to help you do just that.

How Are Manufacturers Prioritizing the Customer Experience? by Scott Stone(CustomerThink) If you think customer experience is an issue of priority only for customer-facing industries like retail and telecommunications, think again: Statistics show that customer experience affects all industries directly.
My Comment: It’s nice to see an article on CX that is focused on manufacturing and B2B (and not just customer facing or B2C types of businesses). CX is important to every business in any industry.

Top Five Bonus

CX & NPS Trends for Influencers – 2020 Edition by CustomerGauge

(Customer Gauge) By 2020, however, the CX & NPS industry is bound to change. So, what can organizations expect and do in order to create a winning customer experience in the future? We turned to some of world’s most influential CX & NPS thought leaders to find answers on what trends businesses need to keep an eye on.

My Comment: My good friends at Customer Guage put together a great resource of 16 experts and influencers to share their thoughts and insights about the trends in customer service and CX. I’m honored to be included and thought you would enjoy reading about what we can expect in the next few years.

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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