Top 5 Customer Service & CX Articles for Week of July 29, 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.

Your Customer Experience Game Plan: Olympics Edition by Brittany Hodak

(Brittany Hodak) In business, fostering a sense of belonging and enthusiasm among employees can lead to remarkable outcomes. Are your employees proud to work for your organization? Do they feel connected to your company’s story, and are they excited to share it with others?

My Comment: The Olympics have officially begun, so it seems appropriate to lead with this article in this week’s Top Five roundup. My friend and fellow CX expert, Brittany Hodak, shares a CX gameplan – the Olympics Edition – for us to consider. In this excellent article, Brittany covers how CX is an individual and team sport, how CX is a daily discipline, how team morale helps you win, and more.

Customer Service Chatbots Earn Mixed Reviews as People Still Prefer Human Conversations by Jason Collins

(CivicScience) CivicScience’s consumer data offer a deep-dive into the sentiments of customer service chatbots among U.S. consumers who have interacted with them recently. Let’s look at the general consensus on the matter.

My Comment: The question is, “Would customers rather talk to a human or interact with an AI-fueled chatbot?” Our CX research (sponsored by RingCentral) found that 70% of US consumers prefer to talk on the phone. However, 26% of consumers also say they won’t do business with a company that doesn’t offer self-service options, which may or may not include chatbots. This article includes some interesting findings that are specific to chatbots managing the customer’s service needs.

Key Facet to Keep Customers Coming Back for More by Ben Locke

(Campaign) The world of business has never been busier. Established household names are constantly bringing fresh innovations to market, and there’s no shortage of new brands claiming that their products and services are ‘the next big thing’.

My Comment: How do you get customers to say, “I’ll be back?” According to Ben Locke, the co-founder of an agency, it’s effective communication. His three ideas that drive brand loyalty include personalization, proactive and reliable customer service, and effective resolutions for customers.

“Big Wows” and “Little Wows”: Striking a New CX Balance by Christian Nascimento

(CNBC) Businesses have been committed to customer experience (CX) as a critical differentiator for quite a few years now. In the CX arena, our eyes have traditionally been trained on the “big wow” moments—those grand, memorable experiences designed to spur excitement and create lasting brand memories. And those moments are still critically important for brand awareness and affinity.

My Comment: Creating an amazing customer experience doesn’t always require the “Big Wow,” which is exactly what this CX article is about. Christian Nascimento of Comcast Business recognizes the opportunities for “Little Wows.” He defines these little wows as something you would expect; accurate product recommendations, being recognized as a valuable customer, and other simple and basic customer expectations. If you provide enough little wows – something I refer to as an experience that is just the smallest amount above average – you’ll create an experience with lasting impact.

Keeping It Fresh: Four Ways To Clean Up Your Customer Service by Scott Anderson

(Forbes) Customer expectations, business dynamics and service technology are always changing, and business leaders must continually reassess their company’s customer experience or risk falling behind. By keeping the experience fresh, businesses can ensure they’re delivering the service that customers have come to value and expect.

My Comment: Let’s close with an article focused on four common-sense strategies. 1) Listen to all customers to understand the “good, the bad, and everything in between.” 2) Answer customers quickly. They want and expect you to do this. 3) Check the different channels customers use to talk about you or to you. You don’t want to miss a comment or be late in making a response. 4) Customize your customers’ preferences, which is another way of saying personalize the experience.

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.