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. I’d love to hear your thoughts as well. 5 Minutes to Prove Your Customer Experience Program. Here’s What to Say by Pierre DeBois […]
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. I’d love to hear your thoughts as well.
(CMSWire) You’ve got five minutes to justify your CX budget. Here’s how to frame the problem, the proof and the ROI so leadership says yes.
My Comment: We kick off this week’s Top Five with an excellent article that answers a question I’m often asked, “How can we get our (C-Suite) leaders to properly invest in CX?” I use the word “invest, but it can be anything that requires budget or growth approval from the people who control how money is spent in an organization. The short answer is they want to clearly see the ROI. With that in mind, this article dives into the details that will help you get that next “investment” approved.
(Hardware Retailing) Consumer experience strategies are constantly adapting to the changing retail landscape and can make or break a customer’s loyalty. Qualtrics recently conducted its 2026 Consumer Experience Trends webinar, detailing what customers want when it comes to shopping experiences, data collection, the use of AI in customer service, retailer transparency and more in the coming year.
My Comment: I love reading reports that contain stats, facts, and findings from surveying consumers. Each year, we do our own CX research study to learn how consumers think about the service and experience they receive. This article includes several dozen findings around the topics of AI-fueled customer service, surveys, customer loyalty, and more.
(Impakter) In today’s ever-changing social media and marketplace landscape, it can be difficult for brands to convert one-time purchasers into loyal fans. Brand loyalty is all about a customer’s commitment to a particular service or product. It focuses on why customers return again and again to a certain brand, even when there are dozens of similar offerings available from other companies.
My Comment: How do you get customers to come back? I’ve always believed the foundation is rooted in a good old-fashioned, one-to-one experience. However, with automation, AI, and other digital technologies, the bar for creating repeat and loyal business is higher than ever. This article looks at how automation, data, and personalization can get customers to say, “I’ll be back!”
(E-Commerce Times) With brand loyalty slipping, shoppers rely more on detailed product content and peer reviews to feel confident in their purchases, shifting trust from logos to real-world proof.
My Comment: Content marketing is part of the customer experience. The point is that brand recognition is important, but unless the customer has already bought or used the brand, there is no connection beyond that recognition. So, the question is about how to turn recognition into a purchase, and the answer is: compelling content. Before the customer makes the purchase, you must create confidence. That comes from a detailed and compelling description that gets customers to take action.
(CMSWire) Customers stopped believing you’re listening. Survey fatigue is now one of CX’s biggest blind spots. Here’s how to fix it.
My Comment: Don’t be fooled by thinking customers who don’t answer your surveys are happy or don’t have anything to share with you. Whether they are happy or not, customers are tired of how aggressively companies pursue feedback through surveys. This article dives into the reasons customers aren’t responding to your surveys and what you can do about it.
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.
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