{"id":55115,"date":"2023-12-11T06:00:02","date_gmt":"2023-12-11T06:00:02","guid":{"rendered":"https:\/\/hyken.com\/?p=55115"},"modified":"2024-01-18T17:01:08","modified_gmt":"2024-01-18T17:01:08","slug":"top-5-customer-service-cx-articles-for-week-of-december-11-2023","status":"publish","type":"post","link":"https:\/\/hyken.com\/customer-experience\/top-5-customer-service-cx-articles-for-week-of-december-11-2023\/","title":{"rendered":"Top 5 Customer Service &#038; CX Articles for Week of December 11, 2023"},"content":{"rendered":"<em>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><span id=\"more-55051\"><\/span><!--more-->\r\n<h3><a href=\"https:\/\/www.forbes.com\/sites\/forbestechcouncil\/2023\/12\/05\/10-questions-every-business-leader-should-ask-about-customer-retention\/\" target=\"_blank\" rel=\"noopener\">10 Questions Every Business Leader Should Ask About Customer Retention<\/a> by Samuel Wilson<\/h3>\r\n(Forbes) Many of you can probably recall an experience of sitting in a big conference room with the quarterly review slides and questioning why growth isn&#8217;t higher. Over the last 20 years, possibly the most common direction for that conversation to move is toward acquiring new customers. Should we run a promotion, rebrand, start an advertising campaign, chase new leads, offer free product trials, or something else?\r\n\r\n<em>My Comment:<\/em> Let\u2019s start this Top Five roundup with a list of questions on customer retention. Before getting into the questions, the author shares some compelling stats and findings to pique your interest. In the end, the author wants you to focus on a single goal: happy customers. I\u2019d add three more words: that come back!\r\n<h3>Developing Customer Success through a Culture of Trust by Gabrielle Lukianchuk<\/h3>\r\n(Fast Company) \u201cTrust your gut\u201d\u2014a saying that most of us will be told in our lifetime, and indeed a mantra that many people still use to make even life-changing decisions. This type of human intuition is not to be taken lightly, which is why business leaders realize that fostering a culture of trust is a powerful tool for success.\r\n\r\n<em>My Comment:<\/em> Trust isn\u2019t a feeling. It\u2019s an asset. Without it, a company won\u2019t have customer loyalty. (Who wants to come back to do business with a company they can\u2019t trust?) This article has several ways to foster trust, and I\u2019d like to add one more, and that is customer service. My <a href=\"https:\/\/hyken.com\/research\/\" target=\"_blank\" rel=\"noopener\">customer experience research<\/a> found that 82% of customers say great service increases their trust in a company.\r\n<h3><a href=\"https:\/\/www.nojitter.com\/contact-center-customer-experience\/visual-engagement-missed-opportunity-digital-customer-service\" target=\"_blank\" rel=\"noopener\">Visual Engagement: The Missed Opportunity of Digital Customer Service<\/a> by Robin Gareiss<\/h3>\r\n(No Jitter) Video capabilities can help customers resolve their issues more quickly and with greater satisfaction \u2013 so contact centers should offer customers the choice of beginning their interactions that way.\r\n\r\n<em>My Comment:<\/em> When it comes to customer support calls in the software world, screen sharing has been around for years. Other industries should consider the same. Using video when interacting with customers has many benefits. This article shares some of them, and consider this quote from the author: \u201cI have measured my resolution time with and without screen-sharing, and it\u2019s 80% faster with screen-sharing vs. without.\u201d\r\n<h3><a href=\"https:\/\/www.cnbc.com\/2023\/12\/07\/amazon-ceo-says-generative-ai-will-change-every-customer-experience.html\" target=\"_blank\" rel=\"noopener\">Amazon CEO Says Generative AI Will \u2018Change Every Customer Experience\u2019<\/a> by Julie Coleman<\/h3>\r\n(CNBC International) In an interview with CNBC\u2019s Jim Cramer, Amazon CEO Andy Jassy said generative artificial intelligence will change the customer experience in the company\u2019s enterprise and discretionary consumer business.\r\n\r\n<em>My Comment:<\/em> Amazon is always at the forefront of customer service and CX. This time, we hear straight from Amazon\u2019s CEO Andy Jassy in an interview with CNBC\u2019s <a href=\"https:\/\/www.cnbc.com\/jim-cramer-bio\/\" target=\"_blank\" rel=\"noopener\">Jim Cramer<\/a>. In short, Jassy is big on generative AI and believes it will change (for good) the customer experience.\r\n<h3><a href=\"https:\/\/www.nojitter.com\/contact-center-customer-experience\/generative-ai-not-likely-increase-customer-satisfaction\" target=\"_blank\" rel=\"noopener\">Generative AI Not Likely to Increase Customer Satisfaction<\/a> by Dave Michels<\/h3>\r\n(No Jitter) Generative AI refers to a broad set of AI capabilities powered by large language models (LLMs). They offer a more human-like conversational experience than prior bots, but this tech is about more than bots. Without doubt it will clearly have a significant impact on the contact center. For example, generative AI will likely reduce the training times necessary for new agents.\r\n\r\n<em>My Comment:<\/em> And just when you get excited about Amazon\u2019s CEO believing AI will change CX, this article takes the view from almost the complete opposite side. I\u2019m not on board with everything this author writes about, but I appreciate the viewpoint. And I believe it\u2019s important for all of us to listen and consider \u201cboth sides of the coin.\u201d\r\n\r\n<em><a href=\"https:\/\/hyken.com\/\" target=\"_blank\" rel=\"noopener\">Shep Hyken<\/a>\u00a0is a customer service\/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep\u2019s\u00a0<a href=\"https:\/\/hyken.com\/speaking\/\" target=\"_blank\" rel=\"noopener\">customer service and customer experience keynote speeches<\/a>\u00a0and his\u00a0<a href=\"https:\/\/hyken.com\/training\/\" target=\"_blank\" rel=\"noopener\">customer service training workshops.<\/a>\u00a0Connect with Shep on\u00a0<a href=\"https:\/\/www.linkedin.com\/in\/shephyken\/\" target=\"_blank\" rel=\"noopener\">LinkedIn<\/a>.<\/em>","protected":false},"excerpt":{"rendered":"<p>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":[6880,4979,5333],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v22.6 (Yoast SEO v22.6) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Top 5 Customer Service &amp; CX Articles for Week of December 11, 2023<\/title>\n<meta name=\"description\" content=\"In this week&#039;s top 5, we read about customer retention, customer trust, digital customer service, generative AI, 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-week-of-december-11-2023\/\" \/>\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 &amp; 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