Top 5 Customer Service & CX Articles for Week of August 31, 2026

Every week, I read dozens of articles on customer service and customer experience from a wide range of sources. Below are my top five picks from last week, along with my takeaways.

Customer Feedback: Why Surveys Aren’t Enough Anymore by Brittany Hodak

(Brittany Hodak) Customer feedback has long been synonymous with one thing: surveys. For years, businesses have relied on surveys as their primary way of listening to customers. The logic is simple: If something is wrong, customers will tell us. But there’s a problem with that approach: More and more customers aren’t telling you anything.

My Comment: We open this week’s “Top Five” roundup with an article from my friend and fellow CX expert, Brittany Hodak. She emphasizes the problem with surveys. More and more customers aren’t willing to return a survey. Furthermore, according to Qualtrics’ 2026 Consumer Experience Trends Report, 30% of consumers say they now stay silent after a bad experience. My own CX research confirms this is a real problem, but indicates that the number is closer to 50%. The danger is thinking that if a customer doesn’t speak up, it means they are happy.

Top 5 Customer Support Trends Contact Center Leaders Need to Know by Kelly Services

(Kelly Services) Customer support teams have the potential to create significant competitive advantages for organizations. For one, studies have shown that about 60% to 70%1 of a company’s revenue comes from existing customers rather than new sales.

My Comment: If you have a contact center, you will want to read these trends. If nothing else, they are reminders of what’s happening in the customer support world. What I liked most about the article was the first paragraph, which recognizes that a big percentage of revenue comes from existing customers versus new sales. And keeping customers is typically a fraction of the cost of getting new ones. The point is that anything you do to keep a customer, such as excellent customer support, is more important than ever.

6 Customer Experience Mantras Ready for Retirement by Kristen Doerer

(CX Dive) Not every piece of customer experience wisdom stands the test of time. Experts highlight six mantras and pieces of advice that can go by the wayside.

My Comment: What do phrases like “The customer is always right,” “Reduce friction at all costs,” and “Meet customers where they are” have in common? They are phrases (or mantras) that need to go bye-bye. Not every piece of customer service wisdom can last forever. (By the way, my take on “The customer is always right” is “The customer is NOT always right, but they are always the customer!”)

Too Many Customer Surveys Hurt the Customer Experience by Doug Phares

(Editor & Publisher Magazine) You’ve probably noticed how you can’t go to a single website today without being prompted to take a survey about your experience or answer questions about the type of content you’d like to see.

My Comment: How many ways are there to get customer feedback? Oh, let me count the ways! Seriously, this short article emphasizes how customers are deluged with requests to provide feedback via surveys, comment cards, focus groups, and more. The result is frustrated customers. You could even lose business. I love this advice from the author: “Be very careful with the mindset that you’re helping your customers when you solicit their opinions.”

7 Essential Rules To Get Great Customer Support Every Time by Shelly Lott

(Clark Howard) Dealing with automated phone trees, unhelpful chatbots, and endless hold music can turn a minor tech hiccup into hours of frustration. Whether you are dealing with a faulty computer, a streaming service glitch, or a delayed airline booking, following a proven support strategy will save you time, money, and hassle.

My Comment: This article explains how consumers can get better customer service when they contact a company for support. But before you skip the article, consider this. This is what consumers must go through. When they do finally reach out, are you making the experience as easy as possible? Does it make them want to come back? If there is any friction in your customer support process, you are at risk. So, read the seven essential (I prefer the word “recommended”) rules and determine if you’re doing what it takes to give your customers the best experience they deserve.

BONUS

How to Get a Real Customer Service Person on the Phone by TODAY

(TODAY) Navigating customer service isn’t always easy, so NBC’s Vicky Nguyen stops by TODAY to share how to get a real person on the phone, the best way to talk to chatbots, and tips for getting what you need.

My Comment: Just as the fifth article on our list covers how consumers can get great support, here is a video from the NBC Today Show showing how difficult it can be for customers to get support. I urge you to watch the video and ask, “Do any of our customer support solutions cause this type of response?”

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. Connect with Shep on LinkedIn.