Top 5 Customer Service & CX Articles for Week of March 18, 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.

Do You Know Who Your Competition In Business Really Is? by Dan Gingiss

(Dan Gingiss) Today, your customers compare you to every customer experience they have with every other brand. The competition isn’t just your direct competitors, although they’re still there of course. It’s grown to include all of the customer experiences your customer has every day.

My Comment: Let’s kick off this week’s Top Five with another excellent article from my friend Dan Gingiss, who writes about your competition – and it’s not who or what you think. For years, I’ve said that customers are smarter than ever than ever. They no longer compare you to direct competition but to the best experience they have from any company or brand. This is Dan’s take on it.

KCI Survey: Swifties, the BeyHive and BravoCon Demonstrate the Power of Superfans by Alicia Esposito

(Retail TouchPoints) “Brand fans” are definitely loyal customers, but not all loyal customers are brand fans — 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 — and influence buying behaviors.

My Comment: Over the past year or two, I’ve shared several excellent articles by Brittany Hodak on the topic of creating super fans. Here’s 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.

2024 MarTech Predictions for a Better Customer Experience by MTC News Desk

(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’ 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.

My Comment: 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’ve touched on this topic in the past, but the capabilities for video to enhance CX is better than ever.

Fact Sheet: The President’s Budget Improves Customer Experience to Better Serve the American People by The White House

(The White House) To build on the historic progress made under President Biden’s leadership, the American people need a modern and effective government. A high-performing Federal government—staffed by expert civil servants—plays 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.

My Comment: 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.

How Positive Employee Experience Can Make Companies Truly Customer-Centric by Katie Whitehouse

(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.

My Comment: If you’ve 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.

BONUS

Shep Hyken: Agents Need AI More than Your Customers by Todd Krieger

(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 “The Amazement Revolution” (2011), a compendium of strategies for companies that want to create great experiences for end users.

My Comment: 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.

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.