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Top 5 Customer Service & CX Articles for Week of October 28, 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. Forrester: Customer obsession is key to B2B revenue and profits by Paul Demery (Digital Commerce […]

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.

Forrester: Customer obsession is key to B2B revenue and profits by Paul Demery

(Digital Commerce 360) “Customer-obsessed” B2B companies build better relationships with employees and customers than peer companies without a strong customer focus, Forrester Research says.

My Comment: We kick off this week’s Top Five roundup with another article featuring Forrester Research’s take on customer obsession, and this time the focus is on B2B. The article starts with the comment, “To win in B2B commerce, consistently put a focus on customers at the center of all strategy and operations.” Sounds like a great strategy for all types of customers.

Bots in CX: A Love-Hate Relationship by Matt Vartabedian

(No Jitter) Consumers dislike bots, businesses like them. Regardless, good CX means using them properly and educating customers on why they should use them.

My Comment: According to this article, consumers are in a “love-hate relationship” with bots. My CX research finds that while most customers (70%) prefer the phone as a primary channel for customer support, 30% prefer the digital experience, which can include chatbots. The problem is that some companies have invested in newer technology that creates a great experience while others have not. That inconsistency erodes confidence, and low or no confidence causes hate in the “love-hate relationship. In this article, you’ll find plenty of stats and findings from research to help you understand how important it is to get this technology right if you choose to use bots.

What Customer Service Trends Should You Jump On Now? (Hint: They’re Gonna Be Big) by Tycoonstory

(Tycoonstory) Customer service is changing faster than ever, and what worked last year might feel ancient by the time the calendar flips. It’s no longer just about answering the phone or responding to emails; it’s about building real relationships, anticipating needs, and using tech to stay a step ahead. Businesses that can adapt to these changes are not just improving customer experience—they’re future-proofing their brand.

My Comment: I like this article, which shares some of the big trends in customer service and CX, tells us why and then suggests what we might do with the information. As technology is changing faster than ever, the trends are changing as well. Topics include automation, personalization, 24/7 support, and more.

Engage, Delete, Ignore or Snub? How Mature Companies Should Tackle Negative Social Media Feedback Analyses by Ricardo Saltz Gulko

(Eglobalis) As companies mature, they face increasingly complex decisions about how to handle customer complaints and negative feedback on social media. Should they engage with every post or focus on resolving issues privately?

My Comment: It’s been “a minute” (actually quite a while) since I covered the topic of how to respond to customers’ negative comments on social media. This article gives us a fresh and in-depth look at the consequences of the benefits and pitfalls of ignoring messages, responding to them, deleting them, and more. There are best practices and guidelines from leading business consulting organizations like McKinsey and Accenture.

This Simple Customer Service Hack Will Skyrocket Your Satisfaction Scores by Michael Ferrara

(LinkedIn Pulse) Customer service is the backbone of any successful business. In today’s competitive landscape, providing exceptional service isn’t just a bonus—it’s a necessity. But what if there was one simple tweak that could significantly improve your customer satisfaction scores (CSAT) without overhauling your entire service strategy? The good news is, there is: proactive communication.

My Comment: If you’ve ever had a company reach out to you to tell you about a problem before you knew about it, you most likely were surprised and appreciative. Proactive communication is a way to show your customers you care about them. Fixing the problem before they know about it is even better. The author sums it up well in the final paragraph: “Proactive communication is an easy-to-implement strategy that offers huge returns.”

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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