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Top 5 Customer Service & CX Articles for the Week of July 18, 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. 5 Things Brands Need to Know About the Gen Z Customer Experience (and Employee Experience) […]

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.

5 Things Brands Need to Know About the Gen Z Customer Experience (and Employee Experience) by Radi Hindawi and Jim Katzman

(Retail TouchPoints) If we were to sum up what brands need to know about Gen Z customer experiences preferences (and employee experience preferences) in a few words, it would go something like this: they’re different. Revolutionary even. This may seem like an oversimplification, but when you think about it, Gen Z grew up in a world that is more connected than ever, has more access than ever, and accomplishes everything faster than ever. It makes sense, then, that their standards for customer and employee experiences would be higher than ever too.

My Comment: Gen Z is an important group of consumers (and employees). They have different expectations than older generations, and brands that want to sell or employ them must understand those differences. This article hits some of the highlights with the help of the 2022 Experience Trends report.

3 Questions to Assess Your Customer Experience Efforts by Jeannie Walters

(CMSWire) One of the biggest challenges leaders face is evaluating the success of their customer experience efforts. There are believers and non-believers when it comes to customer experience as a successful business driver. Those non-believers? They lack one important bit of information: the connection between CX and business value and outcomes.

My Comment: Jeannie Walters, one of the customer service and experience recognized thought leaders, poses three questions that could make for some very interesting conversations. I won’t give them away in this short description, but these questions could be what you need to get focused on in your CX efforts. I’ll add one more. What words do you want your customers to use when they describe you? Of course, the experience you provide must be worthy of that kind of praise.

10 Aspirational Customer Experience Quotes from the Pros by Cassandra Vincent

(CSAT.AI) You want to be the best in your industry. Listen to the advice of some of the best. Here are some aspirational customer experience quotes from the pros on practices to aim your business for the stars.

My Comment: I’m a big fan of motivational quotes in the CX and customer service spaces. Here’s a list of ten quotes from some well known names and popular brands. (Thank you,, for including my quote!) Number three is my favorite: “To deliver a high-touch experience, employees must be treated the way they’re expected to treat customers⁠: exceptionally.” – Kristi Runyan.

Cheap Beer and Recessions: How to Survive and Thrive With Exceptional Customer Experience by Justin Racine

(CMSWire) With recessions, brands will be challenged to compete against low-cost competitors and customer spending pullbacks.

My Comment: Want to smile? Just read the title of this article. The author shares his experience as a cash-strapped college student trying to have the “full college experience” on a tight budget. Many companies are impacted by the recession and have been forced to tighten their budgets. The result is they struggle to deliver the customer experience that they are used to providing. Here are a few ideas to help you through the struggle.

10 Stats Showing How B2B CX Has Changed by Blake Morgan

(Forbes) Customer experience was finally starting to catch up in the B2B world to match technology-driven and personalized B2C experiences. But then the pandemic turned everything on its head. But change isn’t always bad. Although brands were left reeling from these rapid and drastic changes, B2B companies that adapt to the transforming buyer journey can create a competitive advantage by connecting with buyers and offering experiences that match new demands.

My Comment: My friend and fellow customer experience expert, Blake Morgan, shares ten stats that B2B businesses should pay attention to. I geek out over this type of information. Here’s a good one (number 3) from her article: 100% of buyers want self-service options for at least a part of the buying process. For those B2B companies out there that think a corporate purchasing agent isn’t interested in self-service, think again!


Adapting Software With Your Workforce is Vital: Reconcile High-tech With High-touch in Awesome Customer Service by Daniel Burrus

(BBN Times) While machines, artificially intelligent applications, and other types of customer service software will only accelerate in its ability to better serve customers on all levels, it will disrupt the way things are currently done. This disruptive wave transforms the roles of those in customer service positions at organizations of all kinds, but with an Anticipatory mindset, you as a professional or business executive can get in front of these disruptions.

My Comment: My friend Daniel Burris, one of the top innovation experts in the world, wrote an article posing the question, “Can machines replace human customer service reps and processes if they find a way to make them empathetic?” A very intriguing question, indeed! This is part two of the article and includes several examples I shared with Daniel in an interview we did earlier this year.

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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