Top 5 Customer Service & CX Articles for Week of May 20, 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.

99% of Consumers Rely on Online Reviews Before Making Purchases by Jon McDonald

(CardRates) Reviews offer insight that an online description can’t and provide feedback from customers who have used or previously purchased the product of interest. Good reviews can increase sales, while negative reviews may dissuade a customer.

My Comment: Ratings and reviews are very important in the customer experience world. My CX research has findings in alignment with this report. Consider that 99% of consumers rely on online reviews before making a purchase. And 1 in 3 claim they always read reviews before buying anything. This article will give you some insights into the power of your customers speaking out on behalf of you and your products (and customer service).

Why CMOs Should Own the Customer Onboarding Process by Brad Rosenfeld

(Fast Company) The role of the modern chief marketing officer has gone beyond top-of-funnel engagement to now encompass the entire customer experience. From the first touchpoint through the entire lifecycle of an organization’s relationship with its users, the CMO is now responsible for everything that happens to engage, educate, and cross-sell each customer.

My Comment: This is a very interesting idea. The CMO’s typical responsibility is about customer acquisition and growth. So, doesn’t it make sense to have a vested interest in how employees are onboarded, ensuring they have a clear vision and are in alignment with what the company or brand is all about? The author writes, “Ultimately, onboard is more branding than utility.” You may or may not agree, but consider how you set the tone for new employees. You’ll find plenty of ideas on creating an onboarding experience that excites employees about the company they will work for.

Take Out Your Customers’ Trash by Chip Bell

(Forbes) Customers today have higher expectations and shorter patience with a much greater propensity to go elsewhere with their cash if hassled. That should be a wake-up call to ramp up close attention to service garbage—whatever agitates your customers. It means user-friendly websites, customer-centric processes, time-sensitive expedience, and customer-facing employees who care about creating a great experience, not just delivering the expected product or outcome. No matter if the contact center is staffed in Mumbai, India or McRae, Georgia, the operator should be graded on how well they make the customer call comfortable…not more rushed or more robotic. Here are three ways to “take out customer trash.”

My Comment: Chip Bell always offers practical advice on how to improve customer service and experience. This time, he uses a metaphor about taking out the customer’s trash to make his point. One idea that caught my attention was “Kill a Stupid Rule.” He mentions that TD Bank will give an employee a $50 reward if they find a “stupid rule” that keeps employees from delighting customers. This is one idea every company should consider!

AI Trends Reshaping Customer Experience by iQor

(iQor) Discover how AI is transitioning from an operational tool to a transformative element, enhancing both customer and employee interactions. Download our comprehensive guide today to lead your customer experience strategy with cutting-edge insights and actionable advice.

My Comment: Are you interested in the trends that are impacting and reshaping Customer Experience? (Of course, you are – or you wouldn’t be reading this weekly roundup!) The author reached out to 19 experts (myself included) in the CX space to offer up their opinions on AI. There are some amazing ideas shared here. The report is “gated,” so you’ll have to include your name and email address to get it, but it’s worth doing so.

‘Seamless’ Customer Experience Starts with Understanding the User’s Journey by Jory Heckman

(Federal News Network) The federal government is setting a new standard for service delivery by designating nearly 40 agencies and program offices as High-Impact Service Providers, based on the scale and impact of the services they offer to the public.

My Comment: This is an update on the US Government’s plans to better the customer experience in 40 agencies and programs they identify as “High-Impact Service Providers. As you read the article, not only will you see what the government is planning to do, you will pick up some ideas on what you can do to create a better experience for your customers.

BONUS

The 5 Pillars of Customer Experience (CX) by Megan Jones

(Call Centre Helper) When striving to deliver great CX, it’s easy to become distracted by the latest trends and technology and lose sight of the fundamentals.

My Comment: My friends at CallCentreHelper.com interviewed me for an article about the Pillars of Customer Experience. I shared five ideas that are exactly what your customers want and expect.

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.