Top 5 Customer Service & CX Articles for Week of September 23, 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 Customers Are Changing Fast, Are You? by Joseph Michelli

(CustomerThink) Howard Schultz noted that the Starbucks needs to focus on being experiential rather than transactional. The emphasis on speed and efficiency, driven by Wall Street’s demands for short-term profit, has detracted from the personal connections that Starbucks was known for during its experiential boom.

My Comment: Let’s start this week’s Top Five roundup with an excellent article from fellow CX expert Joseph Michelli. He makes the point that customers’ habits and needs change, which begs the question, “Are you changing with your customers?” Joseph includes five lessons that can apply to your business to ensure you’re “keeping up.”

Jim Cramer Says AI’s Real Enterprise Value Lies in Customer Service by Julie Coleman

(CNBC) CNBC’s Jim Cramer on Tuesday pinpointed why he thinks artificial intelligence is useful across the business world, saying its value stems from customer service potential across industries.

My Comment: CNBC’s Jim Cramer says AI’s real value is in customer service. If he said it, it must be true! Seriously, using AI for a better CX is the main reason a company or brand would invest in AI. Cramer shares his unfiltered opinion on why. I love that he says, “It (AI) has time for you. It acknowledges you. It has a brain. It’s polite…” You get the idea. He’s bullish on AI.

Costco Is Rolling Out a Brand-New Feature that Its Most Loyal Customers Will Love by Bill Murphy Jr.

(Inc. Magazine) Did you hear the one about the loyal Costco member who went to buy a $4.99 rotisserie chicken and came home with a $1,000 television instead? We laugh because it’s funny, and we laugh because it’s true. To be fair, it’s also a secondary part of a business model.

My Comment: I’m a big Costco fan, and I love this article because it gives you a glimpse into the way Costo thinks about its members/customers. They are rolling out a feature to inform customers of the inventory levels of what the customer may want to purchase. Why is this important? You’ll have to read the article. More importantly, is the reason behind the decision, which is more than just informing the customer. This proves how customer/member-focused Costco is.

Personal Touch Helps Banks Satisfy Customers by Grant Thornton

(Grant Thornton) Consumers today are banking everywhere, not just in one physical — or virtual — location. With the rise of digital banking options from fintech companies and tech giants, many customers work with upwards of five different institutions to meet their various financial needs. But no matter where they’re banking, they prefer seamless and tailored experiences to draw them in and keep them coming back.

My Comment: While this article comes from the banking industry, it contains plenty of information and ideas that can be applied to any business. To start with, the title could be about any industry. Everyone wants a frictionless experience, personalization, and better overall experiences. So, let’s learn from the banks.

5 Ways Retail Leaders Are Improving the Customer and Associate Experience by Toshiba Global Commerce Solutions

(Retail Dive) In the rapidly evolving retail landscape, where e-commerce and digital experiences dominate discussions, the importance of brick-and-mortar stores remains undeniable. A significant portion of shopper spending still occurs in physical stores, making in-store experiences a critical aspect of retail success. Leading retailers understand that providing exceptional in-store experiences is not just about staying competitive—it’s about thriving in a highly competitive market.

My Comment: Toshiba sponsors this article, so there is an emphasis on technology in retail, but don’t let that stop you from reading it. Even if you’re not in retail, you’ll find ideas any company from any industry might consider. My favorite idea is number three: proactive maintenance over reactive maintenance. How much do you love the company that takes care of your problem before you know about it?

BONUS

Wise and Shine: AI’s Bright Future in Customer Experience by Call Centre Helper

(Call Centre Helper) At Sprinklr’s CX-Wise ’24 last week, experts shared insights on how AI is reshaping customer experience, particularly in contact centres.

My Comment: This “bonus” article recaps some ideas from the thought leaders and influencers (myself included) who participated in Sprinklr’s CX-Wise 2024 last week. The focus is, as the title implies, AI and how it empowers front-liners, provides customer insights, and is driving the future of CX.

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.