Top 5 Customer Service Articles For the Week of September 20, 2021

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.

How To Find A Balance Between Automation And Empathy In Customer Service by Murph Krajewski

(Forbes) As employees seek more flexibility, contact centers — which are notorious for rigid, demanding job descriptions — could be at high risk of losing employees. And that leaves operational leaders like you in a pinch.

My Comment: The business word for 2021 is “empathy.” The higher need for empathy started last year when the pandemic hit. Customers still want it, yet with a push for a digital or automated customer service platform, how can you achieve that? The short answer is “balance.” Murph Krajewski, the CMO of Sharpen shares his ideas on how to balance the digital/automated and human-to-human experience.

4 Reasons Why Brands Must Embrace Empathy by Paige Musto

(Ad Age) Here are four reasons why it’s never been more essential for marketers and advertisers to try to step into customers’ shoes and understand their wants, needs and motivations.

My Comment: And speaking of empathy, here’s another excellent article about why brands must embrace the concept of empathy. The pandemic wasn’t the start of the need for more empathy. It accelerated it. In short, empathy at the right time creates a better customer experience.

Will AI Take Your Job? Fear of AI and AI Trends for 2021 by Kazimierz Rajnerowicz

(Tidio) Should we be afraid of increasingly more advanced AI and robots? Is AI going to take over the world? And more importantly, will it take your job? Or maybe even steal your boyfriend?

My Comment: This article is filled with “tons” of information. Lots of stats and facts on the current state of AI and predictions for the future. So, will AI technology replace you? You’ll have to read the article to find out.

5 Strategies to Ensure You Offer 24-Hour Customer Service by Corey Noles

(Innovation & Tech Today) Most customers expect a quick response to their questions, and offering 24-hour support is the best way to make that happen. Creating a team that can address customer issues around the clock isn’t always easy, especially if you’re a small business looking to stay competitive. That doesn’t mean you can’t consider other options that will help you serve your customers.

My Comment: How can you offer 24-hour customer support and not really be available 24 hours? Even if it’s not truly 24-hour support, you can still give the customer some confidence that they will have their call returned or their question answered. Read this article for five great ideas on how to do exactly that.

Digital Customer Experience Trends Manufacturing Leaders Are Embracing In 2021 by Shalane Layugan

(Thomas) To support the needs of B2B buyers and the changing buying behavior, manufacturing companies are investing in transforming their growth strategies and digital customer experiences — and they’re reaping the rewards. According to BCG, brands that create personalized experiences by integrating advanced digital technologies and data for customers saw revenue increase by 6% to 10%.

My Comment: Most articles focused on the digital customer experience focus on the B2C world. I’ve always said that B2B should take note of what’s working in the consumer world. This article covers digital CX trends in the B2B manufacturing world.

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 www.Hyken.com. Connect with Shep on LinkedIn.