{"id":51225,"date":"2023-06-05T11:59:14","date_gmt":"2023-06-05T11:59:14","guid":{"rendered":"https:\/\/hyken.com\/?p=51225"},"modified":"2023-06-05T15:51:45","modified_gmt":"2023-06-05T15:51:45","slug":"top-5-customer-service-cx-articles-for-the-week-of-june-5-2023","status":"publish","type":"post","link":"https:\/\/hyken.com\/customer-experience\/top-5-customer-service-cx-articles-for-the-week-of-june-5-2023\/","title":{"rendered":"Top 5 Customer Service & CX Articles for the Week of June 5, 2023"},"content":{"rendered":"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.<\/em>\r\n

Customer Support Is an Investment, Not an Expense<\/a> by Dave Seaton<\/h3>\r\n(CMSWire) Traditionally, software companies view support as a necessary expense \u2014 a cost center they must bear to correct mistakes. But when reducing overall costs, executives believe customer support just gets a trim \u2014 a little off the top \u2014 and as a result, won’t suffer any serious consequences. To them, it\u2019s nothing sales can’t smooth over with a steak dinner and a $300 bottle of wine.\r\n\r\nMy Comment:<\/em> This article is in alignment with one of the most important ideas I\u2019ve been preaching to clients. Customer service\/support doesn\u2019t cost. It pays. When done the right way, it\u2019s a revenue generator. Good customer support gets customers to come back, spend more, share positive reviews and Word-of-Mouth comments, and much more. This article goes straight to the idea that is perfectly said in the title: Customer support is an investment, not an expense.\r\n

7 Simple Keys to Customer Loyalty<\/a> by Alicia Lavay<\/h3>\r\n(Retail Customer Experience) It’s more than bad taste; it’s bad business. Data clearly shows that it costs more than twice as much to get a new client than it costs to keep an existing one, partly because happy customers refer their friends \u2014 that’s free word of mouth marketing! Moveover, disgruntled ex-customers often take their revenge by “flaming” the suppliers who have not appreciated them (not unlike a jilted lover seeking justice on social media!)\r\n\r\nMy Comment:<\/em> I love this article for two reasons. First, the ideas shared are easy to understand and should be considered by every type of business. I also like the story the author uses to set it up. It\u2019s been along for a while. I\u2019ve even used it. It makes a great point, and it will even make you smile \u2013 maybe laugh.\r\n

How ChatGPT Will Enhance Retail Customer Experience<\/a> by Judy Mottl<\/h3>\r\n(Retail Customer Experience) Unless one has been living under a rock the big buzzword of customer experience, seen everywhere and anywhere, is now ChatGPT. The AI-based technology is being viewed as the biggest innovation in decades, relegating the text chatbot a dinosaur of “old tech” in comparison. The hype, which is valid, is being driven by the need to be more efficient, provide consumers and customers with what they need as fast as possible, and, in the retail realm, the quest to personalize, personalize, personalize the customer experience.\r\n\r\nMy Comment:<\/em> ChatGPT continues to be a hot topic. I see people’s concerns (and agree with the comments in this article), yet we must recognize the platform’s power if it is used properly. Here is an excellent interview on how retail (and other industries) will benefit from the power of using this technology to create a better customer experience.\r\n

ips for an Engaging Customer Experience on Your Website<\/a> by The Voice Newspaper<\/h3>\r\n(The Voice Newspaper) IN THE fast-paced world of digital commerce, fostering an engaging customer experience on your website is paramount. This interactive space serves not only as your digital storefront but also as a touchpoint that shapes your relationship with your customers. This blog post delves into actionable strategies to enhance your website\u2019s user engagement, boost user satisfaction, and foster brand loyalty.\r\n\r\nMy Comment:<\/em> Many companies don\u2019t realize it, but a significant touchpoint with customers is when they visit the website. I\u2019ve always preached that the website is built by people to be used by people. This article touches on some opportunities to create a better website experience, which is essential to the customer experience.\r\n

Employee Experience VS Customer Experience \u2013 Which is Important in Business?<\/a> by Kelvin Brown<\/h3>\r\n(TechEconomy) Understanding trends in any given field helps businesses understand what conversations are happening in the industry broadly and likely strategic topics for their competitors. In other words, if everyone else is talking about a new technology and how it impacts business operations, why aren\u2019t we?\r\n\r\nMy Comment:<\/em> If you\u2019ve been following my work, you know that I preached at the employee experience (EX) is as important, if not even more, than, the customer experience. What\u2019s happening on the inside of an organization is felt on the outside by the customer. Here\u2019s an excellent article that reinforces that exact message with plenty of tips, stats, and tactics to get you to become employee-focused.\r\n\r\nShep Hyken<\/a>\u00a0is a customer service\/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep\u2019s\u00a0customer service and customer experience keynote speeches<\/a>\u00a0and his\u00a0customer service training workshops<\/a>\u00a0at\u00a0www.Hyken.com<\/a>. Connect with Shep on\u00a0LinkedIn<\/a>.<\/em>\r\n\r\n\"Textexpander\"<\/a>","protected":false},"excerpt":{"rendered":"

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.<\/p>\n","protected":false},"author":3,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[6791],"tags":[2266,4928,6849],"acf":[],"yoast_head":"\nTop 5 Customer Service & CX Articles for the Week of June 5, 2023<\/title>\n<meta name=\"description\" content=\"In this week's top 5, we read about investing in customer support, customer loyalty, ChatGPT, EX vs CX, and more!\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/hyken.com\/customer-experience\/top-5-customer-service-cx-articles-for-the-week-of-june-5-2023\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Top 5 Customer Service & CX Articles for the Week of June 5, 2023\" \/>\n<meta property=\"og:description\" content=\"In this week's top 5, we read about investing in customer support, customer loyalty, ChatGPT, EX vs CX, and more!\" \/>\n<meta property=\"og:url\" content=\"https:\/\/hyken.com\/customer-experience\/top-5-customer-service-cx-articles-for-the-week-of-june-5-2023\/\" \/>\n<meta property=\"og:site_name\" content=\"Shep Hyken | Customer Service Expert\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/ShepHykenSpeaker\/\" \/>\n<meta property=\"article:author\" content=\"https:\/\/www.facebook.com\/ShepHykenSpeaker\/\" \/>\n<meta property=\"article:published_time\" content=\"2023-06-05T11:59:14+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2023-06-05T15:51:45+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/hyken.com\/wp-content\/uploads\/2023\/02\/Custom-Size-%E2%80%93-1-5.png\" \/>\n<meta name=\"author\" content=\"shephyken\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"shephyken\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"4 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/hyken.com\/customer-experience\/top-5-customer-service-cx-articles-for-the-week-of-june-5-2023\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/hyken.com\/customer-experience\/top-5-customer-service-cx-articles-for-the-week-of-june-5-2023\/\"},\"author\":{\"name\":\"shephyken\",\"@id\":\"https:\/\/hyken.com\/#\/schema\/person\/b92dbe4f9f734f7c0d600fc8014b7fe2\"},\"headline\":\"Top 5 Customer Service & CX Articles for the Week of June 5, 2023\",\"datePublished\":\"2023-06-05T11:59:14+00:00\",\"dateModified\":\"2023-06-05T15:51:45+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/hyken.com\/customer-experience\/top-5-customer-service-cx-articles-for-the-week-of-june-5-2023\/\"},\"wordCount\":819,\"publisher\":{\"@id\":\"https:\/\/hyken.com\/#\/schema\/person\/b92dbe4f9f734f7c0d600fc8014b7fe2\"},\"image\":{\"@id\":\"https:\/\/hyken.com\/customer-experience\/top-5-customer-service-cx-articles-for-the-week-of-june-5-2023\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/hyken.com\/wp-content\/uploads\/2023\/02\/Custom-Size-%E2%80%93-1-5.png\",\"keywords\":[\"customer loyalty\",\"employee experience\",\"ChatGPT\"],\"articleSection\":[\"Customer Experience\"],\"inLanguage\":\"en-US\"},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/hyken.com\/customer-experience\/top-5-customer-service-cx-articles-for-the-week-of-june-5-2023\/\",\"url\":\"https:\/\/hyken.com\/customer-experience\/top-5-customer-service-cx-articles-for-the-week-of-june-5-2023\/\",\"name\":\"Top 5 Customer Service & CX Articles for the Week of June 5, 2023\",\"isPartOf\":{\"@id\":\"https:\/\/hyken.com\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\/\/hyken.com\/customer-experience\/top-5-customer-service-cx-articles-for-the-week-of-june-5-2023\/#primaryimage\"},\"image\":{\"@id\":\"https:\/\/hyken.com\/customer-experience\/top-5-customer-service-cx-articles-for-the-week-of-june-5-2023\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/hyken.com\/wp-content\/uploads\/2023\/02\/Custom-Size-%E2%80%93-1-5.png\",\"datePublished\":\"2023-06-05T11:59:14+00:00\",\"dateModified\":\"2023-06-05T15:51:45+00:00\",\"description\":\"In this week's top 5, we read about investing in customer support, customer loyalty, ChatGPT, EX vs CX, and more!\",\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\/\/hyken.com\/customer-experience\/top-5-customer-service-cx-articles-for-the-week-of-june-5-2023\/\"]}]},{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\/\/hyken.com\/customer-experience\/top-5-customer-service-cx-articles-for-the-week-of-june-5-2023\/#primaryimage\",\"url\":\"https:\/\/hyken.com\/wp-content\/uploads\/2023\/02\/Custom-Size-%E2%80%93-1-5.png\",\"contentUrl\":\"https:\/\/hyken.com\/wp-content\/uploads\/2023\/02\/Custom-Size-%E2%80%93-1-5.png\"},{\"@type\":\"WebSite\",\"@id\":\"https:\/\/hyken.com\/#website\",\"url\":\"https:\/\/hyken.com\/\",\"name\":\"Shep Hyken | Customer Service Expert\",\"description\":\"Award-winning Customer Service & CX Keynote Speaker\",\"publisher\":{\"@id\":\"https:\/\/hyken.com\/#\/schema\/person\/b92dbe4f9f734f7c0d600fc8014b7fe2\"},\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\/\/hyken.com\/?s={search_term_string}\"},\"query-input\":\"required name=search_term_string\"}],\"inLanguage\":\"en-US\"},{\"@type\":[\"Person\",\"Organization\"],\"@id\":\"https:\/\/hyken.com\/#\/schema\/person\/b92dbe4f9f734f7c0d600fc8014b7fe2\",\"name\":\"shephyken\",\"image\":{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\/\/hyken.com\/#\/schema\/person\/image\/\",\"url\":\"https:\/\/hyken.com\/wp-content\/uploads\/2023\/01\/Shep-Hyken-Contact-Page-scaled-1.png\",\"contentUrl\":\"https:\/\/hyken.com\/wp-content\/uploads\/2023\/01\/Shep-Hyken-Contact-Page-scaled-1.png\",\"width\":2560,\"height\":1343,\"caption\":\"shephyken\"},\"logo\":{\"@id\":\"https:\/\/hyken.com\/#\/schema\/person\/image\/\"},\"sameAs\":[\"https:\/\/www.facebook.com\/ShepHykenSpeaker\/\",\"https:\/\/www.instagram.com\/shephyken\/\",\"https:\/\/www.linkedin.com\/in\/shephyken\",\"https:\/\/x.com\/https:\/\/twitter.com\/Hyken\",\"https:\/\/www.youtube.com\/user\/shephyken?app=desktop\"],\"url\":\"https:\/\/hyken.com\/author\/shephyken\/\"}]}<\/script>\n<!-- \/ Yoast SEO Premium plugin. -->","yoast_head_json":{"title":"Top 5 Customer Service & CX Articles for the Week of June 5, 2023","description":"In this week's top 5, we read about investing in customer support, customer loyalty, ChatGPT, EX vs CX, and more!","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/hyken.com\/customer-experience\/top-5-customer-service-cx-articles-for-the-week-of-june-5-2023\/","og_locale":"en_US","og_type":"article","og_title":"Top 5 Customer Service & CX Articles for the Week of June 5, 2023","og_description":"In this week's top 5, we read about investing in customer support, customer loyalty, ChatGPT, EX vs CX, and more!","og_url":"https:\/\/hyken.com\/customer-experience\/top-5-customer-service-cx-articles-for-the-week-of-june-5-2023\/","og_site_name":"Shep Hyken | Customer Service Expert","article_publisher":"https:\/\/www.facebook.com\/ShepHykenSpeaker\/","article_author":"https:\/\/www.facebook.com\/ShepHykenSpeaker\/","article_published_time":"2023-06-05T11:59:14+00:00","article_modified_time":"2023-06-05T15:51:45+00:00","og_image":[{"url":"https:\/\/hyken.com\/wp-content\/uploads\/2023\/02\/Custom-Size-%E2%80%93-1-5.png"}],"author":"shephyken","twitter_misc":{"Written by":"shephyken","Est. reading time":"4 minutes"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"Article","@id":"https:\/\/hyken.com\/customer-experience\/top-5-customer-service-cx-articles-for-the-week-of-june-5-2023\/#article","isPartOf":{"@id":"https:\/\/hyken.com\/customer-experience\/top-5-customer-service-cx-articles-for-the-week-of-june-5-2023\/"},"author":{"name":"shephyken","@id":"https:\/\/hyken.com\/#\/schema\/person\/b92dbe4f9f734f7c0d600fc8014b7fe2"},"headline":"Top 5 Customer Service & CX Articles for the Week of June 5, 2023","datePublished":"2023-06-05T11:59:14+00:00","dateModified":"2023-06-05T15:51:45+00:00","mainEntityOfPage":{"@id":"https:\/\/hyken.com\/customer-experience\/top-5-customer-service-cx-articles-for-the-week-of-june-5-2023\/"},"wordCount":819,"publisher":{"@id":"https:\/\/hyken.com\/#\/schema\/person\/b92dbe4f9f734f7c0d600fc8014b7fe2"},"image":{"@id":"https:\/\/hyken.com\/customer-experience\/top-5-customer-service-cx-articles-for-the-week-of-june-5-2023\/#primaryimage"},"thumbnailUrl":"https:\/\/hyken.com\/wp-content\/uploads\/2023\/02\/Custom-Size-%E2%80%93-1-5.png","keywords":["customer loyalty","employee experience","ChatGPT"],"articleSection":["Customer Experience"],"inLanguage":"en-US"},{"@type":"WebPage","@id":"https:\/\/hyken.com\/customer-experience\/top-5-customer-service-cx-articles-for-the-week-of-june-5-2023\/","url":"https:\/\/hyken.com\/customer-experience\/top-5-customer-service-cx-articles-for-the-week-of-june-5-2023\/","name":"Top 5 Customer Service & CX Articles for the Week of June 5, 2023","isPartOf":{"@id":"https:\/\/hyken.com\/#website"},"primaryImageOfPage":{"@id":"https:\/\/hyken.com\/customer-experience\/top-5-customer-service-cx-articles-for-the-week-of-june-5-2023\/#primaryimage"},"image":{"@id":"https:\/\/hyken.com\/customer-experience\/top-5-customer-service-cx-articles-for-the-week-of-june-5-2023\/#primaryimage"},"thumbnailUrl":"https:\/\/hyken.com\/wp-content\/uploads\/2023\/02\/Custom-Size-%E2%80%93-1-5.png","datePublished":"2023-06-05T11:59:14+00:00","dateModified":"2023-06-05T15:51:45+00:00","description":"In this week's top 5, we read about investing in customer support, customer loyalty, ChatGPT, EX vs CX, and more!","inLanguage":"en-US","potentialAction":[{"@type":"ReadAction","target":["https:\/\/hyken.com\/customer-experience\/top-5-customer-service-cx-articles-for-the-week-of-june-5-2023\/"]}]},{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/hyken.com\/customer-experience\/top-5-customer-service-cx-articles-for-the-week-of-june-5-2023\/#primaryimage","url":"https:\/\/hyken.com\/wp-content\/uploads\/2023\/02\/Custom-Size-%E2%80%93-1-5.png","contentUrl":"https:\/\/hyken.com\/wp-content\/uploads\/2023\/02\/Custom-Size-%E2%80%93-1-5.png"},{"@type":"WebSite","@id":"https:\/\/hyken.com\/#website","url":"https:\/\/hyken.com\/","name":"Shep Hyken | Customer Service Expert","description":"Award-winning Customer Service & CX Keynote Speaker","publisher":{"@id":"https:\/\/hyken.com\/#\/schema\/person\/b92dbe4f9f734f7c0d600fc8014b7fe2"},"potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/hyken.com\/?s={search_term_string}"},"query-input":"required name=search_term_string"}],"inLanguage":"en-US"},{"@type":["Person","Organization"],"@id":"https:\/\/hyken.com\/#\/schema\/person\/b92dbe4f9f734f7c0d600fc8014b7fe2","name":"shephyken","image":{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/hyken.com\/#\/schema\/person\/image\/","url":"https:\/\/hyken.com\/wp-content\/uploads\/2023\/01\/Shep-Hyken-Contact-Page-scaled-1.png","contentUrl":"https:\/\/hyken.com\/wp-content\/uploads\/2023\/01\/Shep-Hyken-Contact-Page-scaled-1.png","width":2560,"height":1343,"caption":"shephyken"},"logo":{"@id":"https:\/\/hyken.com\/#\/schema\/person\/image\/"},"sameAs":["https:\/\/www.facebook.com\/ShepHykenSpeaker\/","https:\/\/www.instagram.com\/shephyken\/","https:\/\/www.linkedin.com\/in\/shephyken","https:\/\/x.com\/https:\/\/twitter.com\/Hyken","https:\/\/www.youtube.com\/user\/shephyken?app=desktop"],"url":"https:\/\/hyken.com\/author\/shephyken\/"}]}},"_links":{"self":[{"href":"https:\/\/hyken.com\/wp-json\/wp\/v2\/posts\/51225"}],"collection":[{"href":"https:\/\/hyken.com\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/hyken.com\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/hyken.com\/wp-json\/wp\/v2\/users\/3"}],"replies":[{"embeddable":true,"href":"https:\/\/hyken.com\/wp-json\/wp\/v2\/comments?post=51225"}],"version-history":[{"count":4,"href":"https:\/\/hyken.com\/wp-json\/wp\/v2\/posts\/51225\/revisions"}],"predecessor-version":[{"id":51242,"href":"https:\/\/hyken.com\/wp-json\/wp\/v2\/posts\/51225\/revisions\/51242"}],"wp:attachment":[{"href":"https:\/\/hyken.com\/wp-json\/wp\/v2\/media?parent=51225"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/hyken.com\/wp-json\/wp\/v2\/categories?post=51225"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/hyken.com\/wp-json\/wp\/v2\/tags?post=51225"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}