Top 5 Customer Service & CX Articles for Week of December 2, 2024

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 comments about each article and would like to hear what you think too.

Top 30+ Customer Experience Statistics to Know in 2025 by Viraj Mahajan

(Notta) If you were to list a business’s most crucial operations in 2024, customer service would probably be among the most important ones. Stiff competition means a customer can simply switch to a competitor if your business fails to provide a stellar customer experience. Having been a marketer for over a decade, I deeply understand the impact of a good customer experience. So, I’ve compiled over 30 customer experience statistics you should know for 2025.

My Comment: I love customer service and CX stats, facts, and findings from different surveys (including our own CX research). Notta.ai has compiled some great information from sources such as McKinsey & Company, PwC, Salesforce, and others who have done CX research.

Customer Experience Journey Mapping Strategies to Improve Business Performance by Mike Henry

(InMoment) Customer experience journey mapping is how organizations visualize the end-to-end customer experience. Effective customer journey maps result in improved customer experience and business performance.

My Comment: As you know, I’m a big fan of customer experience journey mapping. This is an excellent article that breaks down reasons why it’s important, different types of journey maps you should consider, and much more.

Stop Doing These Stupid Things to Your Customers by Megan Jones

(Call Centre Helper) There are many cringeworthy mistakes contact centre teams make when trying to deliver a great customer experience – yet they become so ingrained in day-to-day working life that no one thinks to challenge them any more.

My Comment: If you have a contact center or help desk, you will love this article. Our friends at CallCentre Helper have compiled ten “stupid things” to STOP doing to your customers. I’m honored they included one of my ideas, and you’ll be glad you took the time to read the other nine.

16 Big Trends In Marketing That May Soon Be On Their Way Out by Forbes Councils Member

(Forbes) Marketing strategies rooted in fleeting digital trends can become obsolete faster than companies can adapt their long-term brand narratives. Rapid evolutions in consumer attention spans, technological platforms and social media algorithms mean that today’s cutting-edge marketing approaches could be considered passé within months, potentially wasting significant creative and financial resources.

My Comment: As we approach the beginning of the new year, articles featuring trends and predictions are abundant. I’ll even be adding my own predictions in my weekly Forbes column later this month. This article mentions 16 trends that, while wildly popular (and successful), may soon be trending in the opposite direction. Whether the authors are right or wrong is to be seen. Regardless, this information could be the topic of conversation at your next strategy meeting.

Annual Recurring Revenue — What It Is, Why It Matters and 3 Simple Tips for Increasing Yours by Andres Tovar

(Entrepreneur) Unlock the secret to skyrocketing your subscription revenue! Discover how ARR can fuel your business growth with strategic pricing, retention tactics and value-driven promotions that keep customers hooked and profits climbing.

My Comment: I love the subscription model. Almost any type of business – not all, but most – can come up with a way to incorporate a subscription model that provides monthly recurring revenue that, if done well, creates annual recurring revenue. While this article doesn’t take a deep dive into the subject, the author provides three tips that will intrigue you to consider a subscription model if you don’t already have one or remind you of some important points if you do.

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.