{"id":57220,"date":"2024-03-18T11:39:52","date_gmt":"2024-03-18T11:39:52","guid":{"rendered":"https:\/\/hyken.com\/?p=57220"},"modified":"2024-03-18T11:41:50","modified_gmt":"2024-03-18T11:41:50","slug":"top-5-customer-service-cx-articles-for-week-of-march-18-2024","status":"publish","type":"post","link":"https:\/\/hyken.com\/customer-experience\/top-5-customer-service-cx-articles-for-week-of-march-18-2024\/","title":{"rendered":"Top 5 Customer Service & CX Articles for Week of March 18, 2024"},"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 comments about each article and would like to hear what you think too.<\/em><\/span><\/span><\/span><\/span><\/span>\r\n

Do You Know Who Your Competition In Business Really Is?<\/a> by Dan Gingiss<\/h3>\r\n(Dan Gingiss) Today, your customers compare you to every customer experience they have with every other brand. The competition isn\u2019t just your direct competitors, although they\u2019re still there of course. It\u2019s grown to include all of the customer experiences your customer has every day.\r\n\r\nMy Comment:<\/em> Let\u2019s kick off this week\u2019s Top Five with another excellent article from my friend Dan Gingiss, who writes about your competition \u2013 and it\u2019s not who or what you think. For years, I\u2019ve said that customers are smarter than ever than ever<\/a>. They no longer compare you to direct competition but to the best experience they have from any company or brand. This is Dan\u2019s take on it.\r\n

KCI Survey: Swifties, the BeyHive and BravoCon Demonstrate the Power of Superfans<\/a> by Alicia Esposito<\/h3>\r\n(Retail TouchPoints) \u201cBrand fans\u201d are definitely loyal customers, but not all loyal customers are brand fans \u2014 and for many marketing and brand teams, driving relevance and impact means activating and leveraging those brand fans and superfans. New research from the Kearney Consumer Institute (KCI) indicates that there are clear distinctions between loyal customers and brand superfans, which creates even more opportunity for brands to build and nurture shopper relationships \u2014 and influence buying behaviors.\r\n\r\nMy Comment:<\/em> Over the past year or two, I\u2019ve shared several excellent articles by Brittany Hodak<\/a> on the topic of creating super fans. Here\u2019s another take on this excellent topic with a compelling point loyal customers are different than your brand fans. I love repeat business. The next step is loyal repeat business. And beyond loyalty is a brand fan. They not only come back, they promote and defend you.\r\n

2024 MarTech Predictions for a Better Customer Experience<\/a> by MTC News Desk<\/h3>\r\n(MarTech Cube) Innovation is indeed the core of achievements, and 2024 became the symbol of the leap towards the discovery route, discovering the possibilities of the future of customer experience. Facing technology waves of very high speed and exceptional changes in buyers\u2019 needs, companies are about to step up the pace of development and make full use of the opportunities and possibilities inherent in the ongoing changes. While MarTech emerged, customer engagement reached a new level and made it easier for the management to shorten the distance between marketers and clients.\r\n\r\nMy Comment:<\/em> Smart companies are now using AI to help them understand customer behavior and preferences. This article takes a look at the advantages that AI and other emerging technologies are giving us. Specifically, we can create higher levels of personalization and use data to better understand our customers. The big prediction (at least for me) is the use of video to create a better experience. I\u2019ve touched on this topic in the past, but the capabilities for video to enhance CX is better than ever.\r\n

Fact Sheet: The President\u2019s Budget Improves Customer Experience to Better Serve the American People<\/a> by The White House<\/h3>\r\n(The White House) To build on the historic progress made under President Biden\u2019s leadership, the American people need a modern and effective government. A high-performing Federal government\u2014staffed by expert civil servants\u2014plays a critical role in ensuring Americans can easily access reliable services and resources, from helping the American people file taxes and apply for benefits, to confronting the risks and opportunities presented by Artificial Intelligence (AI). The Budget funds the expertise and tools necessary to ensure excellent service delivery and customer experience across the Federal government.\r\n\r\nMy Comment:<\/em> Our customer service and CX research found that only 18% of American consumers believe the government provides good customer service. Ouch! However, after reading this article, you will be impressed with the steps the government is taking to provide a better experience. The budget calls for many areas to improve, thanks to technology and AI. It will be easier than ever to renew a passport, check on Social Security benefits, get answers related to taxes, and much, much more.\r\n

How Positive Employee Experience Can Make Companies Truly Customer-Centric<\/a> by Katie Whitehouse<\/h3>\r\n(diginomica) There’s an intrinsic link between customer experience and employee experience. For businesses whose goal is to keep the two aspects in harmony, Katie Whitehouse of ServiceNow has three pieces of practical advice.\r\n\r\nMy Comment:<\/em> If you\u2019ve been following me, you know one of my favorite topics to write about is how the employee experience (EX) positively impacts the customer experience (CX). More than just a good place to work, giving employees the tools they need to do their jobs effectively, which includes training and technology, is fulfilling. A fulfilled employee is more engaged at work and with your customers.\r\n

BONUS<\/h3>\r\n

Shep Hyken: Agents Need AI More than Your Customers<\/a> by Todd Krieger<\/h3>\r\n(Freshwork) Few experts have studied the ups and downs of customer service longer or in more depth than Shep Hyken, author of several books including the best-selling \u201cThe Amazement Revolution\u201d (2011), a compendium of strategies for companies that want to create great experiences for end users.\r\n\r\nMy Comment:<\/em> Last week, Freshworks shared an article from an interview we did earlier this year. This is a great follow-up to the fifth article in the Top Five roundup. Our customer support agents need AI more than our customers.\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>\u00a0Connect with Shep on\u00a0LinkedIn<\/a>.<\/em>","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. 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