Top 5 Customer Service & CX Articles for Week of July 15, 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.

Phrases Customers Hate by BJ Bueno

(The Cult Branding Company) Try avoiding these phrases like the plague. Instead, teach your people to focus on empathy. Customer love will significantly improve customer interactions and satisfaction.

My Comment: Let’s start this week’s Round-Up with a very short article (one-minute read) that includes a list of things people say that kill customer loyalty. I’ve written about these in the past, and it never hurts to remind you to avoid certain phrases that make customers say, “I’m never coming back.”

Discounts and Deals Used to Be Enough to Make Loyal Customers — But Not Anymore. This Is What You Need Now. by Jacqueline White

(Entrepreneur) Building brand loyalty previously relied on price. Discounts, deals and offers for referrals and reviews were typical promotional tactics. In the current competitive marketplace, however, the key to sustainable growth and success lies in building brand loyalty through emotional connection, a connection between brand and customer that goes beyond promotional tactics. Omnichannel consistency is the best way to accomplish this.

My Comment: I’ve written about this for years. Customer loyalty programs are often marketing programs offering discounts and perks for repeat business. There is a difference between repeat customers and loyal customers. I love that this article recognizes true loyalty is an emotional connection between the customer and the company or brand. There’s nothing wrong with a program that brings customers back, but if you want true customer loyalty, there needs to be more.

Cultivating a Symbiotic Cycle Between CX and EX by Mark Smith

(CMSWire) You’ve probably seen these stats: happy employees fuel a stronger bottom line, and can help create happier customers, who in turn will create better business results. In fact, when focused on providing a good employee experience (EX), some organizations saw an immediate return on investment (ROI) of up to 150%. That is not a number that organizations can afford to ignore, in any kind of economy.

My Comment: If you’ve been following me, you know I’m a huge believer that a strong EX (Employee Experience) is what fuels a strong CX. Just look at the top places to work ranked on GlassDoor.com compared to the companies that offer the best CX. You’ll see many of the same companies at the top of both lists. This article takes this topic and gives us a few new ideas to think about.

Why Customer Obsession Is the New Customer Service by Stephanie Mehta

(Inc. Magazine) Customer obsession is heralded as a virtue in business. From Jack Bogle, who was passionate about democratizing investing for Vanguard Group account holders, to Jeff Bezos, who signaled a “relentless” focus on customers in his first letter to Amazon shareholders, CEOs and founders have built legendary businesses and cultures on a customer-first mentality.

My Comment: Customer obsession is a phrase that describes a company or brand that relentlessly focuses on its customers. Who wouldn’t want to be a customer of a brand that says they are customer obsessed? But just saying you are doesn’t make it so. Companies like Amazon and Apple set the bar for customer obsession. Read this article to learn more about the concept, then as yourself, “Who do I love to do business with (buy from) and why?” I’ll be the answers lead you to a better understanding of what customer obsession is all about.

Customers Reject AI for Customer Service, Still Crave a Human Touch by Rhys Fisher

(CX Today) A recent study has revealed that the majority of customers do not want companies to use AI in their customer service offerings. Conducted by Gartner, the findings are based on a survey of almost 6,000 customers across four continents. The results outline a clear disconnect between companies and customers regarding the use of AI.

My Comment: There are some customers that love AI customer support, and others that hate it. We are in a transition period, where we have to prove to the customers that are uncomfortable with AI that embracing it could make their experience better. This article shares some of the fears and concerns through research conducted by Gartner.

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.