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. 5 Questions Every Business Owner MUST Answer Before 2025 by Brittany Hodak (Brittany Hodak) The […]
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.
(Brittany Hodak) The New Year is always the best time to work on your business, instead of in your business. Set yourself up for a successful 2025 by answering these questions. Cheers to an incredible year ahead!
My Comment: We’re winding down the year, and I can’t think of a better article to read to prepare for 2025. My friend and fellow CX expert, Brittany Hodak, shares five questions that every business owner (and leader) must answer before the end of the year. Your answers to these questions will set you up for, as Brittany says, “Wild success in 2025 and beyond.” Also, Brittany and I have announced season two of The Super Amazing Show, where we share a weekly tip – every week – for a year! Check it out, but for now, answer those questions!
(Tycoonstory) Whether you’re a startup starting to gain traction, or an established business, you need to run a lean operation. You also need to provide outstanding Customer support on a budget, and this can seem challenging on a small budget.
My Comment: For those who want to deliver a great customer service experience but are constrained to a lower budget, then this article is for you. Here are the topics with plenty of commentary: 1) Start with what you have, 2) Automate where you can, 3) Consider outsourcing, 4) Build a self-service hub, 5) Use data to improve, 6) Be proactive, 7) Train on customer support, 8) Personalize, and 10) Build Loyalty.
(Comm100) Over the years, customer service has undergone a dramatic transformation, driven by rapid advancements in technology. A sector that once relied on phone calls and long email threads has shifted to a world of instant messaging, AI chatbots, and automated systems designed to meet customer needs faster than ever before.
My Comment: An automated customer service experience can be a good one. Customers find information quickly, and it is generally accepted as a good experience that meets the customer’s expectations. While this isn’t a replacement for a good customer service rep, it can get the customer answers to basic questions and handle certain requests without having to call the company. More and more, customers seem to be attracted to getting answers quickly, even if they have to do it on their own. This article includes much information about the benefits of setting up automation for some, not all, of your customer service/CX needs.
(EY) GenAI is transforming content creation, distribution and consumption, driving consistent and engaging customer interactions.
My Comment: The short description of this article is to have authentic customer engagement, use generative AI (GenAI) to create a hyper-personalized experience, and break down silos. GenAI is transforming the customer experience. Take advantage of it, or you may find you are playing catch-up and keeping up with your competition.
(Coolest Gadgets) Customer Service Statistics: Customer service plays a big role in making a business successful. All elaborated Statistics below show that happy customers are more likely to return and recommend a company to others. On the other hand, poor service can cause customers to leave, which can hurt a company’s reputation and sales.
My Comment: Let’s wrap up this week’s roundup (other than the bonus article) with a group of customer service and CX stats and findings from our friends at Coolest Gadgets. Here you’ll find more than 60 stats that will compel you to deliver a great experience – or scare you if you’re not currently doing so. (If you love this kind of information, be sure to check out my annual CX research.)
(Call Centre Helper) All year round, our team have worked with industry experts across the world to bring you articles filled with the latest insights into Customer Experience, Employee Experience and Technology – but what’s been your favourite so far?
My Comment: It’s an honor to be named one of the Top Ten Consultants/Experts from CallCentreHelper.com. Their editor, Megan Jones, interviews me about once every couple of months about various topics related to customer service and the contact center. One of the interviews, The Five Pillars of Customer Experience (CX), made it to their Top Ten Articles for 2025 list.
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.
Sign up for instant access to Shep’s research report on customer service and customer experience.
"*" indicates required fields
© 2025 Shepard Presentations, LLC. All Rights Reserved.
Legal Information | Sitemap Legap
Site by: digitalONDA
