Top 5 Customer Service & CX Articles for Week of November 18, 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.

‘Good Experience Builds Loyalty’: Chewy’s CEO on Meeting Customer Demand by Robert Safian

(Fast Company) As artificial intelligence transforms customer service and workplace tools, many companies still struggle to capture that elusive human connection. Chewy CEO Sumit Singh explains that a “moat” of human-led customer service was built around the Chewy brand so that it can compete in the evolving marketplace.

My Comment: Let’s kick off this week’s Top Five roundup with a Fast Company interview with Sumit Singh, the CEO of one of my favorite customer-focused companies, Chewy. Anytime I can learn from the leader of a brand that has a stellar reputation for its CX, I jump at the chance. I love Singh’s strategy that a good experience costs less over time. Why? The answer is simple. “…Good experience builds loyalty.” Loyalty means repeat customers who spend more and evangelize the brand. And, Chewy has done an amazing job at creating loyal customers.

Want Loyal Customers? Try These 5 Ways to Inspire Them by James Henderson

(Entrepreneur) Whether you’re just beginning to cultivate your network or seeking ways to deepen engagement with existing customers, these five strategies are instrumental in enhancing customer satisfaction, fostering loyalty and ensuring lasting relationships.

My Comment: While we’re on the topic of loyalty, here’s a list of five ideas that James Henderson, the CEO of Exclusive Resorts, came up with on fostering loyalty. While not all five will likely apply to your business, they will at least make you think about different strategies worth considering on how you and your organization can create loyal customers.

The customer is not always right by Matthew Finio and Amanda Downie

(IBM) For businesses, what are the limits to customer requests? Seventy-five percent of CEOs believe understanding customer needs is the most critical factor to driving business growth.1 However, strictly adhering to a philosophy of “the customer is always right” is not a practical or beneficial business model. It’s a rule that can create significant problems and encourage unreasonable or rude behavior.

My Comment: For years, I’ve said, “The customer is NOT always right… But if they are wrong, let them be wrong with dignity and respect.” Unless the customer is trying to take advantage of you, this is sound wisdom. This article dives into the history of the original saying (“The customer is always right.”) and teaching employees to respond to customers this way can actually hurt your business. In the last paragraph, the author states, “Ultimately, a successful business strategy isn’t only focused on winning every customer, but rather the right customers.”

2025 Looks Like Another ‘Meh’ Year for CX by John P. Mello Jr.

(CRM Buyer) Despite increased spending by many businesses, 2025 looks like a lackluster year for customer experience (CX) quality, according to Forrester Research.

My Comment: I hate reading an article that claims customer service/CX is declining. The ACSI (American Customer Satisfaction Index) finds companies and brands are improving, but is it enough? According to this article, it is not. Customers are becoming increasingly more aware of the way they are treated and what a good experience looks and feels like. This article will give you insights that may help you and your organization escape the label of a “meh” experience.

Generative AI’s Potential to Improve Customer Experience by Merritt Robinson, Mikey Vu, Arpan Sheth, Andre Tanaka, and Colleen Lin

(Bain & Company) While businesses are experimenting and assessing the impact of generative AI tools in the shopping journey, customers are still getting used to the new interactions and features impacting their online shopping experience—and as with everything about generative AI, we are finding their perceptions to be both the same as and different from what we’ve known in the past.

My Comment: AI continues to proliferate in all areas of business, especially retail. This excellent article by some of the experts at Bain and Company has great insights into how to design an experience that customers enjoy. It will take some time for all customers to feel comfortable and recognize the benefits of an AI-infused experience. This article points out the opportunities, hurdles that must be overcome, and more to do so.

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.