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Top 5 Customer Service & CX Articles for the Week of January 10, 2022

Each week I read many customer service and customer experience articles from various 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. A Nation on Hold Wants to Speak With a Manager by Sarah Lyall (The New […]

Each week I read many customer service and customer experience articles from various 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.

A Nation on Hold Wants to Speak With a Manager by Sarah Lyall

(The New York Times) The meanness of the public has forced many public-facing industries to rethink what used to be an article of faith: that the customer is always right. If employees are now having to take on many unexpected roles — therapist, cop, conflict-resolution negotiator — then workplace managers are acting as security guards and bouncers to protect their employees.

My Comment: Here is an interesting article from the New York Times about the state of customer service. The general mindset of the customer: patience is wearing thin and tempers are short. And even if that doesn’t describe your customers, know that their awareness for what customer service should or should not be is heightened from experiencing lower levels of service due to the pandemic, labor shortage, and higher costs.

Target Delight Instead of Satisfaction | How to Drive Delight the Mercedes-Benz Way by Joseph Michelli

(The Michelli Experience) Consumer research shows that up to 75 percent of customers who stop doing business with a company were satisfied or even “very satisfied” when they left. Clearly, when Mercedes-Benz dealers dissatisfy customers – those customers are likely to leave. Unfortunately, when Mercedes-Benz satisfies them – that didn’t ensure that they are going to return or recommend the luxury automaker.

My Comment: Mercedes is known for quality, both in the cars they manufacture and the experience they provide. The author of this article, Joseph Michelli, also wrote the book that explains the “secrets” behind the way Mercedes-Benz delights its customers. He’s done the research, and if take the time to read this article (and his book), you’ll find ways to delight your customers, as well.

Customer Service Is the New Upsell by David Wagoner

(Business 2 Community) We all know that keeping your customers happy is the key to building loyalty and earning repeat business. If your customers aren’t satisfied with their buying experience, it won’t matter how good your marketing is, how many leads you receive, or how well your sales funnel converts new customers–they won’t come back.

My Comment: This article hits two areas. First is the compelling stats and facts around the benefit of repeat business. Yes, that’s common sense, but understanding the numbers is still important. Second, it’s good customer service to appropriately upsell or cross-sell existing customers. For years I’ve preached that not upselling when it’s right for the customer, is bad customer service.

12 Strategies Businesses Can Use to Show Appreciation for Their Customers by Rolling Stone Culture Council

(Rolling Stone) Happy customers are the fuel necessary to run any successful business. To help them is the main reason why many entrepreneurs continue doing what they’re doing. And when you build a loyal community of customers, you set yourself up with long-term support.

My Comment: How much do we love our customers? And, more than how much we love our customers, how can we show them how much we love our customers? Here are 12 ways from’s Culture Council panel of experts. Sometimes it’s the simplest ideas that are most effective.

How to Start a Customer Loyalty Program for Your Small Business by Brandi Marcene

(Atlanta Small Business Network) Regardless of the industry, you’ll come across various issues concerning customer retention. For instance, if you shop for your household items, you may end up encountering customer loyalty programs at some of the most common and popular supermarket chains. The idea behind the implementation and adoption of a customer loyalty program is to increase the benefit exchanged between a business and its customers.

My Comment: If you have ever thought about creating a customer loyalty program, this article can get you pointed in the right direction. And even if the focus is on small businesses, the ideas are good for any size business. Keep in mind that a loyalty program is as much about marketing. Simply put, a good loyalty/marketing program brings in more business.


Top Sales & Marketing Book 2021 by Top Sales Awards

(Top Sales Awards) Despite all the trials, tribulations and challenges this year, we have witnessed the publication of a plethora of excellent books. Some have been penned by seasoned sales experts, with best-sellers already under their belts and others by less well know authors. But it is clear books still play an important role and always will do.

My Comment: It is always an honor to be included on lists of top experts, thought leaders, podcasters, authors, etc. I’m honored that my most recent book, I’ll Be Back: How to Get Customers to Come Back Again and Again, has been named a Top Sales and Marketing Book for 2021.

Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at Connect with Shep on LinkedIn.

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