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. Beyond the First Purchase: How AI Is Transforming Customer Retention Strategies by Erik Huberman (Grit […]
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.
(Grit Daily News) Diving deeper into the transformational role of AI in customer retention, we’re not just witnessing a shift. We’re at the forefront of a revolution that redefines the very essence of customer relationships. The narrative is changing from transactional encounters to continuous, engaging dialogues powered by AI. This isn’t merely about keeping the cash register ringing. It’s about fostering a community of advocates who believe in your brand as much as you do.
My Comment: Can AI create help a company create an emotional connection? It can when it’s used the right way. Marketing expert Erik Huberman shares his knowledge in this article and shows that more than just personalizing the experience at the moment (from data that AI uses based on past purchases and habits), you can now use AI to predict what customers want and need. With predictive analytics, you don’t react to the customer’s past behavior. You anticipate what customers want and need. Huberman’s example is perfect: “It’s the difference between offering an umbrella in the middle of a storm versus predicting the rain and suggesting it before the clouds gather.”
(RetailWire) Fake reviews abound on online marketplaces and review aggregator platforms. This is a nigh-indisputable fact, one which nearly every consumer has encountered at one point or another when attempting to gauge the quality of an item — and the credibility of the manufacturer or vendor.
My Comment: Reviews are important. Our CX research finds that 84% of customers say ratings and reviews help them decide to make a purchase, but 85% believe some ratings and reviews are fake. So, who can you trust? This excellent article in RetailWire shows how Amazon is fighting fake ratings and reviews. The article gives you an inside look at how some companies game the system. Be sure to read the expert commentary from the RetailWire Braintrust.
(Foundever) If you thought that generative AI was about to give your organization the ability to target its customers on an individual basis, you’re in for a shock. Despite all the genuine use cases as well as the ever-growing hope for future capabilities, you need to temper your CX strategy with a dose of reality. There are major challenges to address and obstacles to overcome before brands can even start thinking about hyper-personalization.
My Comment: This is another article on AI, and this time, it’s about a highly, as in “hyper” personalized experience. Customers enjoy doing business with companies that know why they are. That’s the beginning of personalization. This article provides a great description of the opportunities and potential problems that organizations face when trying to create personalization.
(Inc. Magazine) Maintaining strong connections to customers is essential to business success. Here’s how to do it.
My Comment: I love how this article opens: “‘Familiarity breeds contempt’ does not apply in business.” The author goes on to explain why the opposite is true. Familiarity with customers means you know them, understand them, and can do business with them at a much higher level. The three ideas shared in the article will help you become more familiar with your customers – and, thereby, more successful as a company.
(CX Today) Let’s face it – we’re all growing tired of the polished, LinkedIn-style corporate speak around customer experience. Sometimes you need the unvarnished truth from the frontlines. That’s where Reddit shines – it’s where CX professionals can drop the corporate mask and tell it like it is.
My Comment: If you want to hang out with more customer service and CX peeps, read this article. Reddit is a social platform that has created communities where people with similar interests can interact. This article lists eight communities with a focus on customer service and experience. If you work in a call center, are a CX leader, or use AI to create a better experience, there is a community for you.
My Comment: I’m honored that Top Sales Magazine has given me the bronze prize for my Amazing Business Radio podcast. There were plenty of podcasts to choose from, and I’m especially pleased that a customer service/CX show was recognized in a sales magazine. Thank you, TSM, for this honor!
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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