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Top 5 Customer Service & CX Articles for Week of January 15, 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. Consumer Trust Languishes at 2016 Levels by MarTech Cube (MarTech Cube) Consumers’ trust in the […]

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.

Consumer Trust Languishes at 2016 Levels by MarTech Cube

(MarTech Cube) Consumers’ trust in the organizations they do business with has not recovered from its pandemic decline. Gen Zers are much less likely to trust organizations than Baby Boomers. Trust in organizations will be more important than ever in 2024 as AI becomes a staple of everyday consumer interactions.

My Comment: This week, we start with an article on trust. Looking at the title, you’d think we are in a “trust decline” over the past eight years. Based on this article and a Qualtrics study, this may be true, but some industries, such as consumer payment companies (Venmo and Square) and banks, have gained consumer trust. And if you want to earn your customers’ trust, give them a consistently good customer experience. Our annual CX research found that 82% of customers say an excellent customer service experience increases their trust in the company/brand.

Nine Best Practices for Turning Unhappy Customers Into Happy Ones by Rolling Stone Culture Council

(Rolling Stone) The holidays can be a busy, stressful time for companies and customers alike. An influx of orders, too few staff and emotions running high can mean an increase in mistakes and dissatisfied customers. But these situations aren’t unique to the holiday season, and now that the new year is in full swing, businesses can step back and reflect on customer service lessons they can take with them throughout the rest of the year.

My Comment: I love that Rolling Stone has gone beyond reporting on music and includes customer service and CX articles in its online publication. This compilation of nine best practices for managing unhappy customers comes from the Rolling Stone Culture Council. These are very common sense ideas, but we all know (and are frustrated) that common sense is not always so common. Seriously, you’ll find some good reminders in this article that you may want to share with anyone who interacts with customers (including internal customers).

How to Create a Complaint Management System to Protect Your Brand Reputation by Jasmine Williams

(Sprout Social) Getting complaints about your business never feels great. They can also severely impact your reputation. Given the potential fallout, it’s understandable why you might want to avoid complaints altogether, let alone respond to them. However, complaint management can also be a growth opportunity, providing insights to improve your products, services or customer experience.

My Comment: And while we’re on the subject of managing complaints and angry customers, here’s an excellent article from Sprout Social that shares ideas on creating a complaint management system. Their definition of complaint management is a system that allows you to respond quickly to customers, turning their negative experiences into positive ones. Their research shows that if a company handles a negative experience is handled well, a third of consumers would give the company/brand a second chance.

How to Improve Your Retail Customers’ Happiness and Engagement by Bobby Marhamat

(Fast Company) How can you create happier customers who are more willing to come to your store location, make purchases, and then come back? By creating better experiences and providing better service—and here are some ways to do it.

My Comment: This article starts with findings from 300 retail sales associates interviewed for the Voice of Retail Sales Associate report. In short, customers are more demanding than over the past year. There’s more “meat” to that comment in the article, but the main reason I wanted to include this as a Top Five for this week is because it separates customer experiences from customer service. Customer service is a big part of customer experience (CX), but they are not the same. While you can often use the terms interchangeably, be sure to use them in the proper context.

7 Customer Experience Metrics and KPIs Recommended by CX Professionals by Hotjar

(Hotjar) This guide shows you how to measure and improve the top seven metrics and key performance indicators (KPIs) CX professionals use to gauge how the customer experience improves—or worsens—over time and evaluate the success of product or business changes.

My Comment: Have you ever wondered which metric you should use to measure your customer’s satisfaction or happiness? This article shares seven excellent ways to learn how happy and loyal your customers are. We can add more to the list, such as the recent Time Well Spent metric I wrote about in my weekly Forbes article.

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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