{"id":57035,"date":"2024-03-04T14:48:27","date_gmt":"2024-03-04T14:48:27","guid":{"rendered":"https:\/\/hyken.com\/?p=57035"},"modified":"2024-03-04T14:48:27","modified_gmt":"2024-03-04T14:48:27","slug":"top-5-customer-service-cx-articles-for-week-of-march-4-2024","status":"publish","type":"post","link":"https:\/\/hyken.com\/customer-experience\/top-5-customer-service-cx-articles-for-week-of-march-4-2024\/","title":{"rendered":"Top 5 Customer Service &#038; CX Articles for Week of March 4, 2024"},"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 comments about each article and would like to hear what you think too.<\/em><span id=\"more-56781\"><\/span><span id=\"more-56828\"><\/span><span id=\"more-56919\"><\/span><!--more-->\r\n<h3><a href=\"https:\/\/customerthink.com\/what-exactly-is-customer-experience\/\" target=\"_blank\" rel=\"noopener\">What Exactly Is Customer Experience?<\/a> by Annette Franz<\/h3>\r\n(CustomerThink) Customer experience is the sum of all the interactions (including with product and price!) that a customer has with an organization over the life of the \u201crelationship\u201d with that company\u2026 and, more importantly, the feelings, emotions, and perceptions the customer has about those interactions.\r\n\r\n<em>My Comment:<\/em> I\u2019m often asked, \u201cWhat\u2019s the difference between customer service and customer experience (CX)?\u201d So, we\u2019ll kick off this week\u2019s roundup with a great definition from Annette Franz. \u201cCustomer experience is the sum of all the interactions that a customer has with an organization over the life of the \u201crelationship\u201d with that company\u2026 and, more importantly, the feelings, emotions, and perceptions the customer has about those interactions.\u201d And just as important, is to understand what customer experience is not, which Annette also shares. You\u2019ll have to read the article to find out more.\r\n<h3><a href=\"https:\/\/www.adweek.com\/adweek-wire\/u-s-consumers-show-higher-brand-loyalty-than-global-average-but-demand-more-in-return\/\" target=\"_blank\" rel=\"noopener\">U.S. Consumers Show Higher Brand Loyalty Than Global Average But Demand More In Return<\/a> by Marigold<\/h3>\r\n(Adweek) Fast on the heels of its recently published global report, relationship marketing pioneer Marigold has filtered the results from that groundbreaking survey now with a dedicated focus on U.S. consumers. The 2024 United States Consumer Trends Index Report uncovers several notable differences brands must consider.\r\n\r\n<em>My Comment:<\/em> If you follow consumer trends, you know that customer loyalty is \u201cup for grabs.\u201d Customers\/consumers expect more from the companies and brands they choose to be loyal to. This excellent article is a summary of Marigold\u2019s consumer study. Overall, the report is optimistic. You\u2019ll be intrigued by the findings, and I suggest you download their free \u201cConsumer Trends Index.\u201d\r\n<h3><a href=\"https:\/\/learn.g2.com\/customer-marketing-retention\" target=\"_blank\" rel=\"noopener\">Strong Customer Marketing Strategies: The Key to Boosting Retention<\/a> by Katlin Hess<\/h3>\r\n(G2) Have you ever wondered why certain brands have fiercely loyal customers? The ones who don\u2019t just buy stuff but actively advocate for their faves? The secret to this kind of enviable loyalty is often not just a stellar product (although that definitely helps) but a thoughtful customer marketing approach.\r\n\r\n<em>My Comment:<\/em> There is marketing, and then there is \u201ccustomer marketing.\u201d The latter is more about retention and loyalty, marketing to existing customers to get them to return, buy more, and become your advocates. Engaging your customers in between visits pays dividends. This article will get you thinking about how to do just that.\r\n<h3><a href=\"https:\/\/www.thedrum.com\/news\/2024\/02\/26\/how-brands-can-leave-lasting-impression-just-travel-experiences-do\" target=\"_blank\" rel=\"noopener\">How Brands Can Leave a Lasting Impression, Just like Travel Experiences Do<\/a> by Jenni Baker<\/h3>\r\n(The Drum) It\u2019s not what you have, but what you do that matters. \u2018Experiences over things\u2019 has become the millennial\u2019s mantra, and it\u2019s flowing through to previous and future generations too. Experiences matter more because they have staying power and for brands to create memorable connections and build long-term loyalty, they need look no further than travel experiences.\r\n\r\n<em>My Comment:<\/em> If you ask my wife what gift I gave her last year for her birthday, she may or may not remember. But if you ask her about the trip we took on her 50th birthday, she\u2019ll never forget. As the title of this article implies, certain companies and brands leave lasting impressions, just like a travel experience. What can you and your organization do to create a memorable experience, and more importantly, get a customer to want more and come back?\r\n<h3><a href=\"https:\/\/www.forrester.com\/blogs\/ditch-the-old-playbook-b2b-cmos-its-time-to-lead-the-e-commerce-charge\/\" target=\"_blank\" rel=\"noopener\">Ditch The Old Playbook: B2B CMOs, It\u2019s Time To Lead The E-Commerce Charge<\/a> by Christina Schmitt<\/h3>\r\n(Forrester) In the fast-paced world of B2B marketing, where change is the only constant, CMOs find themselves standing at a critical crossroads. The traditional playbook is becoming obsolete, and B2B buyers demand seamless online experiences. The landscape is shifting, and those who fail to adapt are bound to be left behind in the dust of their more agile competitors. It\u2019s no longer a question of if but rather when and how B2B CMOs will embrace the e-commerce revolution.\r\n\r\n<em>My Comment:<\/em> I\u2019ve made it through this week\u2019s Top Five roundup without an article on AI \u2013 even though it\u2019s the hottest topic in the customer service and CX world. This final article suggests that B2B companies should start thinking a little more like B2C and create an e-commerce experience. I\u2019ve been telling my clients that regardless of the business, your customer is a consumer. They will compare you to their best experience, regardless of whether it is B2B or B2C. Most likely, it\u2019s B2C. Knowing that, if you sell B2B, how can you give them the B2C experience they love?\r\n\r\n<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>.","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 comments 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":[4933,6255,6918],"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 March 4, 2024<\/title>\n<meta name=\"description\" content=\"In this week&#039;s top 5, we read about customer marketing strategies, brand loyalty, e-commerce experience, 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-march-4-2024\/\" \/>\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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