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Top 5 Customer Service & CX Articles for the Week of September 11, 2023

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 comment about each article and would like to hear what you think too. How the ‘Zero Consumer’ is Inspiring Innovative Visual Imagery for Retail Success by Peter McCall […]

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 comment about each article and would like to hear what you think too.

How the ‘Zero Consumer’ is Inspiring Innovative Visual Imagery for Retail Success by Peter McCall

(Total Retail) Consumers’ shopping expectations have skyrocketed. They effortlessly navigate through online channels, apps and websites to find the right product. They demand fast shipping, easy returns, sustainability and more, showing little loyalty and appreciation. According to McKinsey, these are today’s ‘Zero Consumers.’

My Comment: I had heard about the “Zero Consumer” but wasn’t 100% sure what it meant until I read this article. There is a segment of customers that are savvy shoppers that demand a low price, fast shipping, easy returns, and appreciation. They quickly switch from one brand to another if these needs aren’t met. These are what McKinsey refers to as the “Zero Consumer.” I’m intrigued by the article as it claims that one way to attract and retain these customers is through visual imagery.

How To Strengthen Customer Retention After Virality by Angus Knights

(Spiceworks News & Insights) A viral moment quickly leads new and returning shoppers to the brand’s site to check out the product(s) they have seen in action from their favorite creators or influencers on social media. For some small brands, a viral moment can be game-changing for putting their brand on the map, and for larger retailers, it can draw attention to a new product line to significantly boost sales. A viral moment may only last for a few hours up to a few weeks as people share the branded content with their friends and network, continuing to build traction.

My Comment: If a post goes “viral” and brings a lot of attention to a company or brand, there is an opportunity for customer acquisition. That’s always welcome, but an unexpected increase in business can cause customer service and CX issues if the company or brand is not prepared. Managing the positive impact of a viral moment is key to getting those new customers to come back.

How to Make Loyalty a New Business Line for your Brand? by Jubin Mehta

(The Wise Marketer) Brands really care about customer loyalty but more often than not, the understanding and execution have to go beyond a basic loyalty program. In the last couple of years, there has been a radical shift in this with brands foraying into loyalty with full force. The aviation industry has always been a front-runner but brands in other industries are also catching up. For instance, Lufthansa just introduced NFTs in its loyalty program which speaks about how in tune it is with the times. On the other hand, McDonald’s had its loyalty program in 12 countries, but it really went all in with Loyalty only in 2021 with the launch in the US.

My Comment: I wouldn’t have thought customer loyalty is a line of business, but after reading this article, I’m on board with the concept. Once you read this article, you may find yourself thinking about how you can capitalize on this version of loyalty. And here’s another term to consider: generative loyalty. You’ll have to read the article to find out more.

Gartner’s Three Technologies That Will Transform Customer Service and Support by 2028 by destinationCRM

(destinationCRM) Generative artificial intelligence, digital customer service, and conversational user interfaces (CUIs) will transform customer service and support by 2028, according to research firm Gartner’s Hype Cycle for Customer Service and Support Technologies, 2023 report .

My Comment: This brief article includes the three technologies that will positively impact businesses and create a better customer experience. These three game-changers are generative artificial intelligence, conversational user interfaces, and digital customer service. You may have already experienced one or all of these technologies, but today is just the tip of the iceberg. Wait until you see what’s coming soon. (The future is happening today!)

4 Ways to Show You’re Dedicated to Customer Happiness by Mike Szczesny

(destinationCRM) If there is any reason for being committed to customer happiness, it directly correlates to your happiness. The more happy your customers are, the more your business will be successful. Of course, this is a lot easier said than done. In a perfect world, our products would speak for themselves, and all you would have to do is sell them. But no. The human element is a huge part of customer happiness. So how can you become dedicated to customer happiness and watch your sales take off? Here’s how.

My Comment: This short article includes four common sense ideas that every business, regardless of size, industry, B2B or B2C, etc., must practice. I could briefly share all four, but here’s one to consider: honesty. Would you ever want to do business with a company or brand you couldn’t trust? Of course not! Every company needs to practice honesty. And that goes the same for the other three ideas in this short but powerful article.


Brittany’s Favorite Customer Experience Books by Brittany Hodak

(Brittany Hodak) If you loved Brittany Hodak’s Creating Superfans, you will enjoy these amazing books on improving customer experience!

My Comment: Brittany Hodak is one of the newer “stars” of the customer service and experience world. Just two weeks ago, I featured her in the Top Five roundup with a fantastic article about what CX lessons we can learn from Taylor Swift. This week, she featured a list of excellent customer service books separated into categories. Full disclosure: She featured two of my books, but regardless, I would have shared the list.

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 at Connect with Shep on LinkedIn.

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