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. Should AI Be Used To Respond to Customer Reviews? by Tom Ryan (RetailWire) For the […]
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.
(RetailWire) For the second year in a row, BrightLocal’s Local Consumer Review Survey in a blind test found that a majority of consumers prefer responses to online reviews from businesses created by AI rather than a human.
My Comment: This week’s Top Five roundup begins with an article about AI responding to customer reviews. We interviewed more than 1,000 customers for my annual customer experience research and found that 77% of them say ratings and reviews help them decide to make a purchase. So, companies should do everything they can to ensure their reviews are legitimate, and that includes how a company/brand responds to the review. This article has some great information on how AI helps companies respond, but when it’s obvious it’s not a human, it erodes trust.
(DesignRush) Companies that integrate storytelling, sensory marketing, and customer incentives can cultivate long-term relationships that ultimately drive revenue.
My Comment: Let’s take another lesson from Starbucks. In the past, there have been articles about their loyalty program, but today’s loyalty concept transcends the typical points and perks of frequent purchases. It crosses over to the importance of experiential marketing and experience. This article includes links to the latest commercials released by Starbucks. These are great lessons in understanding what gets people to say, “I’ll be back.”
(Entrepreneur Media) Subscription models are redefining the patient experience by focusing on access, personalization and seamless customer experiences — offering powerful lessons for businesses across all sectors, including my own within healthcare at large.
My Comment: I’m a big fan of subscription models. For the customer, they don’t have to keep remembering to buy. The products just show up. You no longer run out of razor blades, dog food, and other consumable products used on a regular basis. Software companies recognize the subscription model is far easier for customers to keep up-to-date with the latest versions by paying a monthly or annual subscription. For the business, it’s simple. Subscriptions equal recurring revenue. This article emphasizes the power of a subscription model. From the perspective of a healthcare executive, you’ll learn that this can apply to almost any business.
(Inc. Magazine) Giving back has become a central priority for business leaders across industries. No longer satisfied with just a generic pledge to “do good,” more and more brands are adopting concrete practices and initiatives to make a meaningful impact in their communities.
My Comment: Companies that give back attract customers who appreciate them for more than just their products or services. Our research finds that 62% of customers prefer to do business with a brand that has a cause that is important to them, and 35% said they would choose not to do business with a company or brand that doesn’t give back to the community. This article serves up three “giving back” ideas/concepts to help build customer loyalty.
(CX Today) The autonomous capabilities of agentic AI are tailor-made for an industry that has been trying to embrace more cost-effective, efficient, and human-like artificial methods to communicate with customers for decades.
My Comment: Brian Higgins, Verizon’s Chief Customer Experience Officer, leads a world-recognized brand in its effort to deliver an amazing customer experience. He recognizes the power of leveraging technology (AI) and balancing it with the human-to-human connection. In this article, the author interviews Higgins to learn how Verizon uses technology to best serve its customers.
(Call Centre Helper) As a contact centre leader, you’re always managing a fast-paced environment while also ensuring your team delivers exceptional service. The pressures are high, the stakes are even higher, and balancing both customer needs and agent performance can sometimes feel like an impossible task.
My Comment: It was a surprise and an honor to see my book, The Amazement Revolution: Seven Customer Service Strategies to Create an Amazing Customer (and Employee) Experience, listed in the recent Call Centre Helper list of top books for contact center leaders. Several other authors are included, including my friend and colleague Brittany Hodak, who collaborated with me on a weekly video tip we call the SUPER Amazing Show.
(CBT News) Customer reviews and ratings have become a pivotal factor in purchasing decisions, but how much do consumers really trust them? Renowned customer experience expert and bestselling author Shep Hyken joins us on the latest episode of CBT Now to share key insights from his latest research on the state of customer service.
My Comment: We started this week’s Top Five roundup with an article about using AI to respond to customer reviews and ratings. Let’s wrap up with a “bonus” article and video on the same topic. Jim Fitzpatrick interviewed me on CBT News to talk about the good and bad of reviews. The article is a quick read, but take a few minutes to watch the video.
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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