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Top 5 Customer Service & CX Articles for Week of February 26, 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. 4 Reasons Why Your Customer Service Is About to Get a Whole Lot Better in […]

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.

4 Reasons Why Your Customer Service Is About to Get a Whole Lot Better in 2024 by Mike Murchison

(Entrepreneur) When it comes to AI and customer service, we’re going to see a virtuous cycle in 2024. As the technology gets better, cheaper and easier to use — a far cry from the stiff, robotic chatbots of just a year or two ago — more companies will embrace it.

My Comment: We start this week’s roundup with an article about AI. (Imagine that!) This has a nice description of how AI will make customer service better. I love the first topic, which is how customers have been frustrated with getting caught in the phone menu. Our customer service research sponsored by RingCentral (brand new 2024 report is now out) includes a humorous stat/finding: 79% of US consumers have called customer support and been caught in the automated menu system and repeatedly screamed, “Agent” or “Representative,” and eventually hung up out of frustration. Of course, there’s more to this article.

How Customer Advocacy Fuels Brand Loyalty and Growth by Marbue Brown

(CMSWire) Reputations are made or broken by the experiences customers have with companies and especially by what they have to say about those experiences. This is a cornerstone of customer obsession — when customers are “obsessed” with a brand. Customer advocacy becomes your best friend. That’s one of the reasons the Net Promoter Score (NPS) has become one of the most widely used metrics in corporate America and around the globe.

My Comment: When customers talk, their friends, family, and work colleagues listen. Creating customers who will advocate and evangelize your brand can be your best marketing. This short article hits some of the high points of why creating obsessed customers is a good strategy.

5 Must-Haves for Your Brand’s Loyalty Program by Kathy Doyle

(Retail Customer Experience) Finding success with your loyalty program not only encourages repeat visits but also builds a strong bond with customers, improving your brand’s bottom line. Making the program attractive and valuable to your customers is key.

My Comment: This short article will take you less than two minutes to read. If you have a loyalty program (or are thinking about having one, here are five ideas to consider. Nothing here is brand new, but some of these could be important to the foundation of your program.

4 Pillars of Best-In-Class Digital Experience Programs by Karthik Kashyap

(Spiceworks) With a plethora of digital channels available and advancements in technologies, more customers are expecting Starbucks or Amazon-like experiences from companies. Learn about the key pillars of delivering top-notch digital experiences to customers.

My Comment: The digital experience (DX) is much more than AI. If your company has a website, they have a digital experience. Even if it’s simple and basic, your customers may compare you to a competitor. And they may also compare you to the DX from a major brand like Starbucks or Amazon (mentioned in the article). Here are four ideas that could help improve your DX.

How Customer Experience Drives Business Growth by Impact Networking

(Impact Networking) By prioritizing the customer experience, businesses can increase customer retention and loyalty, generate organic brand advocacy, expand their market share, and ultimately drive the bottom line.

My Comment: Anyone reading this weekly roundup – and the articles shared – already recognizes the positive impact a strong CX has on your business. This article adds to the credibility of that notion and shares ideas, stats, and strategies on how to create a CX that drives growth.


16 Ways to Reduce AHT – Without Damaging the Customer Experience by Call Centre Helper

(Call Centre Helper) Looking to reduce Average Handling Time (AHT) but worried about damaging the customer experience in the process? There are ways around this!

My Comment: Our friends at Call Centre Helper in the UK have compiled comments from some well-known customer service and CX experts (myself included) on how to reduce AHT (average handle time) with a customer without sacrificing the quality of the experience. This is great information for anyone who has a customer support department.

Top 50 CX Innovators of 2024 by Joe Berenz

(Replicant) 2023 was a watershed year in customer service. On the heels of ChatGPT’s release, AI became a part of everyday consumers’ lives seemingly overnight and propelled equally rapid AI adoption in customer service. As businesses navigated through unprecedented changes, CX leaders found themselves at the forefront, steering their organizations towards a new era of customer-centricity.

My Comment: I’m honored to be included in this year’s Replicant’s Top 50 CX Innovators List. It is always a privilege to be included on lists like these. Thank you, Replicant, for this honor!

Customer service trends to watch in 2024 by St. Louis Magazine

(St. Louis Magazine) Shep Hyken helps organizations around the world learn and implement best practices for serving people in a variety of industries.

My Comment: Nice to be recognized in my hometown of St. Louis. Thank you for sharing my customer service trends to watch.

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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