Top 5 Customer Service & CX Articles for Week of October 9, 2023

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.

5 Elements to Maintaining Consumer Trust in Today’s Experience Economy by Barbara Holzapfel

(Fast Company) Earning customer trust does not require a complex strategy, but it needs a thorough understanding of the customer and a strong desire to deliver truly differentiated and empathetic experiences.

My Comment: As we head deeper into a digital world where customers interact with companies via AI, how can we create a relationship that establishes trust? The five ideas in this article are a great place to start. Pay attention to number four, which states, “Use technology to complement humans, not as a substitute.”

Customer Experience Strategy: The Theatre of Human Experience by Luke Soon

(CMSWire) In Joe Pine’s influential book, “The Experience Economy,” he introduces a captivating perspective: the idea that the customer experience is analogous to theatre. This analogy shines a spotlight on how businesses can create magical moments for their audiences by structuring their interactions into episodes, scenes and acts, complete with front stage and backstage actors.

My Comment: This is a fun article to read, starting off with this question: Is your customer experience strategy a Broadway hit? And then it mentions’ Joe Pine, the co-author of The Experience Economy, my all-time favorite business book. The examples used in the article come from Starbucks, Disney, Apple, and Ritz-Carlton. If any of those were Broadway plays, they would be blockbuster hits!

It’s Not All Negative: How Bad Customer Reviews Create Revenue Opportunities by Cynthia Sener

(Total Retail) Although negative reviews can raise a red flag for consumers, they also present a unique opportunity. When customers feel they’ve been wronged they want to be heard and understood. “Negative” reviews are an opportunity to listen and respond.

My Comment: Of course, nobody (or business) wants a negative review published on a social channel for the world to see. But it happens. I’ve written articles about handling reviews, especially negative reviews. I like this article because of its positive approach to negative reviews. Here’s some proof: the 2023 CX trends report by Chatmeter found that 28% of consumers want to read negative reviews!

20 Stats On Why Customer Service Has Never Mattered More by Blake Morgan

(Forbes) Customer Service Week runs from October 2-6 this year. In celebration of the people and practices that serve customers’ needs, 2023 has been a banner year for customer experience. Customer experience continues to climb its way up to the board room, as more senior leaders understand experience is the only way to differentiate your brand. Service is one piece of the entire customer experience pie, but it’s an important one.

My Comment: My friend and fellow CX expert, Blake Morgan, has assembled a list of 20 stats on customer service. If you are into these types of stats and findings, be sure to get a copy of the 2023 ACA (Achieving Customer Amazement) study on the State of Customer Service and CX.

10 AI Customer Experience Statistics You Should Know About by Michelle Hawley

(CMSWire) In a world where personalization and instant gratification have become the norm, leveraging technology to enhance customer experience is more critical than ever. The intersection of artificial intelligence (AI) and customer experience (CX) is reshaping how businesses interact with customers, giving rise to a plethora of insightful AI customer experience statistics.

My Comment: And as long as we’re talking about stats and findings, here’s another article that shares information on what seems to be on everyone’s mind: AI. If you’re not paying attention to the benefits of using AI and the latest in ChatGPT-type solutions, you will be left in the dust.

BONUS

Last week was Customer Service Week, and last Tuesday was CX Day. In case you missed it, don’t worry. I have two things for you. First, the true meaning about Customer Service Week is about celebrating the people who provide the service – not just a week to appreciate customers. Check out this article on how Alaska Airlines “celebrated” the week: CLICK HERE.

Second, here’s a link to five videos that Brittany Hodak and I created to help promote these two very important “holidays.” Even though Customer Service Week is just a week, and CX Day is just one day, the concepts behind them should be practiced throughout the year. CLICK HERE to watch the videos.

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.