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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.

The Pinnacle of CX: Community in Three Layers by Nate Brown

(LinkedIn) You’ve likely already seen the new U.S. Surgeon General report. The “Epidemic of Loneliness” has the nation fully in its grip. It may be the least surprising and yet the most important news of 2023. My Comment: We kick off this week’s Top Five roundup with Nate Brown’s article introducing us to a new way to look at the importance of customer communities. In my book, The Amazement Revolution, I stress the importance of customer communities enhancing the customer experience. Nate introduces us to an important reason to create customer communities: loneliness. The U.S. Surgeon General says loneliness is an epidemic sweeping the nation, and believe it or not, customer communities can help.

6 Steps to Crafting a Signature Brand Experience That Delights Your Customers by Guest Author

(The Dijulius Group) Creating a signature brand experience isn’t just about what you do; it’s about how you make your customers feel. It’s the difference between a one-time transaction and a lifelong memory. My Comment: This is an excellent article using CX to enhance your brand. Two of my favorite suggestions from the article are to create a brand promise (and keep it) and to focus on consistency. Consistency builds trust and confidence. All six of these ideas are valid. There’s something here for everyone and every company.

4 Surefire Ways to Be Exceptional With Your Customer Care by Emily Reynolds Bergh

(Entrepreneur) Being kind is not something you necessarily associate with the business world, but remember, at the end of the day, your clients are people, too. My Comment: Show your clients a little love by truly caring for them. This excellent article has nothing new, but it gives us four reminders that will enhance any customer and/or client relationship.

11 Tips for Building and Nurturing Positive Client Relationshipsby Rolling Stone Culture Council

(Rolling Stone) Making your clients feel seen can go a long way toward creating relationships that last. My Comment: Here’s another list (I love lists!), and this time it’s eleven tips from eleven Rolling Stone’s Culture Council members commenting on different ways to nurture your customer and client relationships. I’m a big fan of lists with great tips and suggestions to discuss at our next team meeting. This one won’t let you down.

The death of the customer survey… and what comes next by Tethr

(Tethr) Between survey fatigue, low response rates, and sampling bias, businesses are struggling to understand and improve the customer experience. Download this ebook to discover why surveys are dying, and how AI can help to replace them now. My Comment: We wrap up this week’s roundup with an eBook on surveys. Be prepared to spend time reading this. There are plenty of great ideas that will help you get better participation from your customers. Warning: This is an eBook with 13 pages. That’s longer than the typical articles shared in this column. And to get the eBook, you won’t have to share your contact information. 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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