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. Contact Center AI Is Triggering Customers. Here’s How to Course Correct by Floyd March (CX […]
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.
(CX Today) AI promises to transform the sector and become a significant force for good. But, so far, customers don’t see it that way. A 2024 Gartner report indicates this, finding that 64 percent of customers would prefer the companies they do business with to avoid using AI in customer service.
My Comment: With all the hype around the power of generative AI-fueled chatbots, IVAs (Intelligent Virtual Assistants), etc., Steve Blood, VP of Market Intelligence and Evangelism at Five9, a company that sells CX and contact center solutions, including AI, shares how important it is to NOT eliminate the human side of customer support. He says, “If your provider can’t offer you a route for assisted service, stop investing because it’s a failed strategy.” I love hearing that from Five9. (Our own CX research proves that statement true as the majority of customers still prefer the phone to self-service support options.
(Entrepreneur) Businesses should move away from the outdated “the customer is always right” mindset, which often leads to employee burnout, high turnover and, ironically, poor service quality. Here’s how to prioritize building genuine relationships and empower employees to use empathy and their own judgment when addressing customer needs.
My Comment: If you’ve followed my work, you know one of my favorite concepts I’ve written about for years is: The Customer Is NOT Always Right! (But, they are always the customer, so let them be wrong with dignity and respect.) This article has a different spin on the adage. Following the concept of the customer is always right leads to “employee burnout, high turnover, and ironically, poor service quality.”
(CMSWire) CX in marketing is key to building lasting customer loyalty. Personalization and seamless journeys can make all the difference for your brand.
My Comment: Customer experience (CX) is marketing. It is that simple. If your strategy is to get more people interested in you, coming back to you, and knowing who you are and what you do, create the experience that excites them. CX doesn’t happen after the customer decides to buy. It happens the moment the customer finds you on a web search, then navigates a website, does their research, makes a purchase (online or in-person), and continues after that. Quoting the author, “CX is the ultimate differentiator. C-Suite leaders across the globe are recognizing that it’s no longer enough to market a product.”
(Govtech.com) The state of New York’s inaugural Chief Customer Experience Officer Tonya Webster was appointed to shape the method, style and efficiency of government interactions. This week, the state is reporting on its progress.
My Comment: In the past few weeks, I’ve seen a number of articles about citizen service – which is customer service offered by the government for the benefit of the citizens. I love that Presidents Obama, Trump, and Biden took the concept of customer/citizen experience seriously enough to sign orders, bring in consultants, and more. Last week, the ACSI announced that the federal government’s CX numbers are increasing. This article takes us beyond the federal government’s initiatives to the state level. New York’s first Chief Customer Officer, Tonya Webster, reports its progress with its efforts in three major areas that impact 95% of NY citizens: the Departments of Health (DOH), Labor, and Motor Vehicles (DMV). Maybe the phrase “It’s good enough for government work” will no longer apply. (Then who would we pick on?)
(CustomerThink) As we begin 2025, customer experience (CX) continues to evolve, driven by technological advancements, shifting consumer expectations, and an ever-deepening focus on emotional engagement. Drawing on my work as a consultant, author, and professor of service excellence, I want to share my predictions for the trends that will dominate the CX landscape in 2025.
My Comment: My friend, Joseph Michelli, is one of the leading CX experts. When he has something to say (or write), I always pay attention. This article features CX predictions for 2025. His first prediction touts AI playing a more critical role in the customer journey, but he closes with a tip: Focus on training your team to complement AI tools rather than compete with them. In other words, AI is part of the answer to an amazing CX, not the only answer!
(America’s Small Business Network) On the latest edition of The Small Business Show, customer experience expert and bestselling author Shep Hyken joins us to discuss critical findings from his 2024 State of the Customer Service study. Together, we will explore the impact of improving survey responses and the importance of using customer feedback effectively.
My Comment: My friend, Jim Fitzpatrick, at America’s Small Business Network, took part in an interview we did last year and created a short article about “The Dangerous Customer.” In addition to the article, there’s a nice video interview that goes with it.
(American Laundry News) In his book, I’ll Be Back, Shep Hyken, customer service/experience guru, writes about creating something he refers to as the “I’ll be back experience.” This involves six questions or steps for a business to take to create an experience where customers want to do business with you and want to keep coming back for more.
My Comment: Want to improve your customer experience? Check out this article, which features the six questions/steps for creating the “I’ll Be Back” experience (from my latest book). These six questions/steps work for any type of business in any industry.
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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