Top 5 Customer Service & CX Articles for the Week of December 20, 2021

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.

Talkdesk Research Reveals the Role of Customer Service in Driving Consumer Loyalty Will Expand Beyond Support

(Martech Series) Organizations have emerging opportunities – and threats – to consider as consumer loyalty increasingly takes into account broader relationships to companies.

My Comment: Pay close attention to these findings. Three important points to this very on-point article. 1. A good customer support experience drives loyalty. (We knew that!) 2. A cause or social issue contributes to the customer experience, especially with Gen Z. 3. Proactive customer engagement from the contact center will turn reactive customer support agents into brand ambassadors.

AJ Brooks of Tulane University: 5 Ways To Create a Wow! Customer Experience by Tyler Gallagher

(Authority Magazine) As part of my series about the five things a business should do to create a Wow! customer experience, I had the pleasure of interviewing A.J. Brooks, Lecturer; Assistant Director of Entrepreneurial Hospitality, A.B. Freeman School of Business at Tulane University.

My Comment: A WOW customer experience is not always about being over the top. This Tulane University professor’s take on WOW is worth noting: “Just little things outside the realm of expectation.” These “little things” show you care about the customer and are paying attention. Anyone can focus on managing the “little things.”

Why Current CX Is Broken and How To Fix It by Tim Harnett

(CMSWire) The only way to fix CX and give customers the experience they deserve is with a precise blend of Conversational AI and humans.

My Comment: This is a short article and it cuts straight to the point. Using a few stats and facts, that point is that customer service needs to improve, and if you’re not nailing it, don’t be surprised if your customer walks. 92% of consumers believe customer service needs improvement, and 80% have defected after one bad experience.

Nine Impactful Customer Service Lessons That Can Change Your Business Approach by YEC Expert Panel

(Forbes) During their business journeys, the members of Young Entrepreneur Council have learned some unexpected lessons about making customers happy. Nine of them shared surprising tidbits they’ve picked up along the way that can help businesses revamp and improve their existing customer service infrastructure.

My Comment: Here is a “back to basics” article with nine important and foundational concepts to improve your customer service, starting with one of my favorites: The customer is NOT always right! My take on it is a little different, but I’ll still take this explanation of this important concept. Take a look at this list and choose two or three to bring up at your next team meeting.

The 5 Customer Experience Waves You Should Be Ready to Ride in 2022 By Mazen Ghalayini

(CMSWire) While managing through the unexpected is important, it’s prudent to stay focused on the future and what we know is coming.

My Comment: Are you ready for 2022, at least for your CX strategy? This article emphasizes the importance of talent, especially in the wake of employment issues. Forward thinking companies will win the “War on Talent,” take advantage of “gig economy workers,” and find ways to use creativity to differentiate themselves from the competition.

BONUS

14 Best Customer Experience Books to Read in 2021 by Angela Robinson

(Teambuilding) Customer experience books are guides that teach professionals how to make business transactions painless, pleasurable, and memorable for customers.

My Comment: I’m honored that our friends at Teambuilding have included one of my books, The Cult of the Customer, as one of the top customer experience books of 2021. There are some great books on this list, so if you’re still trying to decide what to get your boss or colleague for Christmas, hurry up and choose one of these books!