Top 5 Customer Service & CX Articles for Week of March 3, 2025

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.

What Causes Customer Rage Today? by John A. Goodman

(CMSWire) When you are already upset and then encounter more frustration, the blood drains from your brain and goes to your muscles (fight or flight), and you stop thinking clearly. An upset customer is not a rational customer. While the struggle to reach a human is a top issue, rage is also rooted in unmet expectations and being treated unfairly, often with no apology.

My Comment: We kick off this week’s Top Five roundup with an article by John Goodman, one of the world’s top customer service and CX consultants, who teaches us what causes customer rage and how we can deal with it and prevent it. This is a powerful and important article that everyone should read. Enough said!

How Patagonia’s Repairs Program Drives Loyalty and Customer Advocacy by Michael Brady

(Retail Dive) Patagonia’s repair program is just one example of how the outdoor apparel brand has aligned its customer experience with its core values.

My Comment: Customers appreciate and like doing business with companies and brands that “give back.” My annual customer service and CX research found that 62% of US customers said they prefer to do business with a company that has a social cause that is important to them. Patagonia is one of the most socially conscious brands on the planet, and the “planet” is its cause. They are known for its sustainability mission, and this article demonstrates how an authentic cause that is baked into its mission drives customer loyalty.

CX Meaning: What Is Customer Experience & Why It Matters by Michael Hinshaw

(CustomerThink) That’s why customer experience isn’t just about products or services—it’s about the emotional connection customers have with a brand. And the businesses that prioritize CX—delivering seamless interactions, personalized service, and reliable experiences—are the ones that lead the way.

My Comment: What is CX? The author’s definition is simple and accurate: “It is the sum of all interactions a customer has with a business from the first time they hear about it to their ongoing relationship with the brand.” I like this article because it reminds us of the basics of CX and includes compelling information that reminds us why we need to relentlessly focus on managing CX.

Get the Message: Why Text-Based Channels Are Critical to Modern Customer Experience by Foundever

(Foundever) From social media messaging to in-app chat, text-based channels have never been more popular among consumers as a means of engaging with brands. And while text-based communication offers a host of inherent business benefits, integrating these channels into existing systems also presents challenges that organizations must navigate effectively.

My Comment: Do customers really want to use text messaging to communicate with the companies and brands they do business with? Our customer service research indicates that a third of your customers (36%) do, and that’s why you should read this article. Customers are increasingly using smartphones to communicate with brands in ways beyond the traditional phone, and text is providing more flexibility in how they communicate. Learn five ways text will boost your business and five potential challenges in implementing a texting program.

Leverage Consumer Trends to Enhance Customer Service Processes by Joanna Clark-Simpson

(CX Network) Joanna Clark-Simpson explains 5 ways customer service can improve, simply by paying attention to the latest consumer trends.

My Comment: When you understand consumer trends, you can leverage that insight into a better customer service experience. In other words, pay attention to how customers buy, what they say about your (and your competitors’) products, and more. The author shares five ways that understanding consumer trends (how consumers think and act) will help you improve customer service.

BONUS

The Next Evolution of Customer Experience: Q&A with Shep Hyken by Eric Stoessel

(Medallia) Celebrated CX luminary Shep Hyken shares his views on the next evolution of customer experience, from the expanding omnichannel journey to AI, personalization, and more.

My Comment: Medallia interviewed me for this article to share some of the ideas that I’ll be covering when I’m at their upcoming Experience ’25 conference in March at the beautiful Wynn in Las Vegas. We talk about what’s next for CX and more. Check out the article, and if you’re interested in attending the conference, here’s the link: https://www.medallia.com/experience/.

Health Care Myth-Takes to Avoid by Shep Hyken and Neil Baum, MD

(Physicians Practice) Let us discuss five myths with high stakes that could cost you money and patients and even result in complications and decreased outcomes.

My Comment: I recently wrote an article about “mythstakes,” the mistakes we make by believing a myth or anything we thought correct. My friend, Dr. Neil Baum, MD, asked if we could collaborate on tweaking the article for healthcare. It’s a great recap, and even if you’re not in healthcare, you’ll easily see the connection to your business.

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.