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Top 5 Customer Service & CX Articles for Week of February 12, 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. Thanks to Gen Z, Deeper Connections Will Become the Currency of the Future by AmberNechole […]

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.

Thanks to Gen Z, Deeper Connections Will Become the Currency of the Future by AmberNechole Hart

(Adweek) Empty ecommerce gets you to checkout fast but gives no reason to return. Connected ecommerce adds value emotionally, materially or both while delivering the same seamless purchase journey. Why is connection important? Because Gen Z are social shoppers. They use social and websites for inspiration, think highly of influencer and peer recommendations, and expect businesses to take a stance. To be social is to be connected.

My Comment: Gen Z will become the most powerful force of consumers in the next few years. If you don’t understand how they think about purchases and support, it’s time to learn. This article shares some great insights and findings. For example, Gen Z prefers to solve their own problems (self-service customer support), and 52% of Gen Z won’t buy from a brand with bad self-service. Our customer service and CX research confirm this. Comparing generations, 48% of Gen Z embrace self-service options versus just 18% of Boomers. If you like this type of information, you’ll enjoy this article.

Why Hyper Personalization Should Be Part of Your Marketing Strategy by Erwin Busselot

(Label & Narrow Web) Consumers today are increasingly engaging with brands that deliver tailored services, offers and communications. They want to have their preferences identified and experiences customised.

My Comment: It has never been easier to personalize an experience for your customers. In the past, personalization was about grouping customers into groups. Typically, a company or brand would have four to six groups. Based on their needs, those groups would receive different messages. Today’s version of personalization is referred to as hyper-personalization, and thanks to inexpensive AI-powered programs, you’re now able to understand individual customer’s preferences, needs, buying patterns, etc. This article serves up some ideas and reasons you will want to consider a hyper-personalization strategy.

Beyond Transactions: How to Build Lasting Client Partnerships by Lisa D. Jenkins

(Social Media Examiner) Want to deliver extraordinary customer care that leads to client retention? Wondering how your approach to customer experience leads to tangible outcomes like increased sales, customer retention, and referrals? In the article, you’ll discover practical ways to improve relationships with your clients.

My Comment: This article is from Social Media Examiner, which puts on the Social Media Marketing World conference in San Diego, CA (Feb 18-20, 2024). They asked Dan Gingiss to share some of his customer experience wisdom. If you’ve been following this round-up, then Dan should be no stranger to you. He shares a list of great ideas that are sure to make you think. What I love most about Dan’s ideas is that they usually don’t cost much, if anything, to implement.

Ultra Luxury Generation Divide: Courting the Next Generation’s Loyalty by Michelle Collins

(SmartBrief) It’s a period of courting for both consumers and ultra luxury brands. Both assume that their loyalty is a privilege and an earned reward, respectively. However, ultra luxury brands are at a crucial milestone with the next generation of consumers who possess influence and affluence and are coming of age when their spending power and loyalty will define the path forward for many heritage and legacy brands who have, to this point, focused predominantly on the relationship with their Generation Y and Z clients.

My Comment: Selling to the uber-wealthy is different than the typical customer. They expect a different experience in the sales, marketing, and service they experience. This is an interesting article that shares some examples of what the elite are thinking as they purchase expensive watches and fancy cars. I love the example from a very high-end exclusive hotel, Chopard 1 Place Vendome, which assumes their client doesn’t need to be marketed sold to “but will instead seek this out.”

What Customers Want from Your Products: 18 Tips to Help You Meet Demand by Rob Starr

(Small Business Trends) Satisfied customers are repeat buyers who recommend your business to others. Finding out what they want from your products and satisfying their demands means 60% higher profits.

My Comment: Do you know what customers want from your products (and services)? Here’s a great list. Before getting into the list of tips, the author shares what customers want and need, which includes a good price (because customers want value), efficiency and convenience, and high-quality products. Of course, customer service and experience hover over all of these. So, enjoy this list of simple and effective tips to help you meet your customers’ wants and needs.


Brand Authenticity: How Taylor Swift Scores Big for the NFL Brand by Justin Racine

(CMSWire) And though the Patriots’ reign has ended, prompting fans to “Shake It Off,” a new dynasty emerges with the Kansas City Chiefs. This fresh powerhouse serves as an unexpected catalyst, drawing new viewers to the NFL — a goal long sought by the league. And that unexpected catalyst just so happens to be the world’s (and maybe universe’s) biggest artist. The one and only Taylor Swift.

My Comment: With the Super Bowl being played yesterday, I thought this was a great article to share. It’s more about marketing and branding, but it’s timely and interesting. It came out on Friday, before the big game. By the time you read this, you’ll know who won and if Taylor Swift made it to the game in time to see her man.

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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