Top 5 Customer Service & CX Articles for Week of November 6, 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.

How Removing the Mental Load for Customers Can Improve the Customer Service Experience by Brad Birnbaum

(Fast Company) By alleviating the mental burden for your customers, you can not only enhance their satisfaction but also strengthen your brand’s reputation and customer loyalty.

My Comment: The “mental load” referred to in this article is about frustration, anxiety, and fatigue over a customer service/support experience. Consider this finding cited in the article: “48% of consumers become angry while communicating with customer service.” I have a concept I refer to as the Speed To Happiness. When a customer is upset and calls customer support, the problem happens long before the customer decides to contact the customer. The goal is to move as fast as possible to eliminate the anger or frustration, or as the author of this article calls it, the “mental load.”

The Latest Trends in CX Self-Service by Jeremy Watkin

(Call Centre Helper) As more and more people isolate themselves into the post-pandemic, virtual world of social media, the backlash when they can’t quickly solve their issues increases in severity. These situations are relatively easy to defuse with a caring and competent human connection, but they require more patience and emotional intelligence from contact centre agents than ever before.

My Comment: Self-service is great until it doesn’t work. The best companies are creating self-service options that are easy and intuitive to use, but if they don’t work, there is always a human to help. This excellent article includes commentary from some customer service and CX experts (myself included) and reinforces that this tool, while a good option, sometimes has room to improve.

How to Boost Customer Loyalty in a Tough Economy by Ricardo Gulko

(Eglobalis) Economic forecasts are subdued for 2024. There are some shards of light. But, uncertainty remains high in Americas, Europe, the UK and beyond. B2B leaders know their continued resilience, and recovery from the shocks of the past few years, is rooted in their customers.

My Comment: When the economy is down, customers want more value for their dollar. Sometimes, they will trade a better customer experience for a better price. This article tackles the topic of how to get and keep loyal customers despite the economy. There are plenty of examples and tips to get you thinking.

Key Contact Center Metrics You Should Be Tracking by Foundever

(Foundever) There are myriad metrics and indicators that an organization can monitor to measure contact center performance. And while each has its place and can add more detail to a big picture view, the following five are the best for signaling if contact center operations are aligned with customer expectations and that the levels of service being provided by your agents is helping to move the needle positively in terms of customer loyalty and advocacy.

My Comment: Business is numbers. Peter Drucker is known for saying, “You can’t manage what you don’t measure.” This article shares the top customer support center metrics to pay attention to. I could add to this list, but if all you did was consider these, you would be on your way to measuring and managing for success.

How to Create Effective Customer Surveys and Obtain Actionable Insights by Scott Clark

(CMSWire) When it comes to customer experience and marketing strategies, being able to create effective customer surveys is a pivotal skill. These surveys serve as valuable touchpoints for businesses to gather insights, gauge satisfaction and refine their strategies. In this article, we’ll delve into the art of creating customer surveys, examine the reasons that surveys matter, discuss how to optimize questions and take a close look at the top four survey platforms.

My Comment: This article starts by giving us the “gist” of what it is about. In other words, you get a summary of what you’re about to read. I’m a fan of surveys, but only if they are done correctly. Here, you will find compelling reasons to survey your customers, tips on how to do it well, and some resources to help. Consider the first “gist” the author serves up: “Customer surveys are more than just feedback tools; they’re strategic assets for brands.” Boom! Surveys should be part of your customer experience strategy.

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.