Top 5 Customer Service & CX Articles for Week of January 1, 2024

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.

13 Tips For Responding To Negative Feedback On Social Media by Forbes Communications Council

(Forbes) No matter what type of business you run or how well you run it, it seems no business is safe from negative comments on social media. Whether it’s just a “troll” trying to cause a scene or it’s genuine feedback about a negative experience a customer had, these comments provide great opportunities for responding to your audience in a way that they will appreciate and be impressed by.

My Comment: Happy New Year! Let’s kick off this week’s Top Five roundup with a topic I’m often asked about, which is how to handle negative reviews. The Forbes Council shares a number of good ideas. My simple response to anyone asking me about responding to reviews on social media is simple: Respond to every review, and if it’s a negative review, respond quickly.

Rethinking Customer Loyalty in the Age of the ‘Zero Consumer’ by Dennis Limmer

(Forbes) The retail industry is undergoing a seismic shift due to the emergence of “zero consumers.” These shoppers, characterized by zero patience, zero boundaries, and, crucially, zero loyalty, are challenging traditional definitions of customer loyalty. According to McKinsey, “They scrimp and splurge at the same time, they’re not loyal to brands, and they care about health and sustainability (even though they aren’t always willing to pay for it).”

My Comment: If you’re not familiar with the concept of the Zero Customer, you should be. This excellent article describes this type of customer perfectly: “These shoppers, characterized by zero patience, zero boundaries, and, crucially, zero loyalty, are challenging traditional definitions of customer loyalty.”

2024 Predictions: Better Customer Experience Is on the Way by Chris Wood

(MarTech) Marketers will improve customer experience in 2024 so brands can remain competitive and demonstrate to customers that they matter. Every year, the bar gets raised. In 2024, keys to customer success will include better personalization delivered at scale by ramped-up automation and generative AI. And better digital content will surface if organizations put in place the necessary guardrails for generative AI to fuel the anticipated content surge.

My Comment: The articles featuring predictions and trends for 2024 continue to flow into my inbox. This one is particularly good as it features a digital and AI-infused experience. Customers are expecting a better CX than in the past. All businesses, not just retailers (B2C), need to step up their CX efforts.

We Are in a Trust Crisis — How to Navigate the Pitfalls of Transactional Behavior in Business Relationships by Jon Michail

(Entrepreneur Media) Across all industries, from new startups to companies listed on the New York Exchange, companies now fly their flags as being committed to building lasting relationships with their customers. They claim that their business is centered around building authentic relationships, which places high value on building customer relationships. Indeed, one of their most prominent selling points is that they claim to prioritize long-term connections with the hope of encouraging customer engagement, building trust and sparking feelings of loyalty.

My Comment: Trust continues to be a big topic and will only get more important in the coming years. Regardless of the type of business you’re in, trust is an important step to building repeat business and customer loyalty. This article’s focus is on “transactional” relationships. If you want more than a transaction, work on building trust!

The Santa Claus Approach: Unwrapping Marketing Lessons from the Man in Red by Mark W Lamplugh Jr

(Entrepreneur Media) A unique figure has transcended cultural boundaries, capturing imaginations and hearts across the globe. He’s known for his infectious laughter, his generous spirit and his knack for knowing precisely what you want. We’re talking about Santa Claus. Big and small businesses can glean valuable insights from Santa’s timeless appeal. Let’s dive into the holiday spirit and unwrap some marketing wisdom from Jolly Old St. Nick.

My Comment: Christmas was just last week as I write this week’s column. So, here’s a final nod to this holiday with a dozen gifts in the form of a dozen short marketing and CX lessons.

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.