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

8 customer service trends to know in 2024 by Martha Kendall

(SproutSocial) Customer service trends in 2024 are all about meeting your customers where they are, personalizing your interactions and reaching a resolution as efficiently as possible.

My Comment: Let’s kick off this week’s Top Five roundup with 2024 customer service trends. What caught my eye was the first trend (of eight), which was how social media customer care is driving growth. In our customer service research, social media is low on the list of ways a customer wants to connect with a company or brand. However, this article says that 66% prefer to communicate with a business via social media messaging.

Customer Love: Building Lasting Bonds in a Fast-Paced World by David Brownlee

(LinkedIn) Let’s explore the concept of “customer love” and share expert strategies for cultivating strong, enduring relationships with your audience.

My Comment: Customer Love… Sounds like a romance – when a customer has a romance with a company. Seriously, this article has a number of strategies and tactics on how a customer love strategy can create advocates, exceed expectations, and create better connections with your customers.

The Impact of Customer Service on Your Customers by Guest Author

(MITechNews.com) Customer service encapsulates every interaction a company has with its customers, from initial inquiries to troubleshooting and issue resolution. It’s the frontline interface between a company and its clientele, embodying the company’s commitment to meeting customer needs and ensuring satisfaction.

My Comment: If you like lists, you will love this article, which includes four lists: seven types of customer service, 10 reasons customer service matters, 10 strategies for delivering great customer service, and seven tips for embracing a customer service mindset. There are a lot of typical ideas, strategies, and tactics, but with 34 to choose from, you’re sure to find at least one (probably more) that you’ll want to share with your team.

Unlocking the Experience Economy by Roy Arguelles

(Quality Digest) Operational efficiency, customer engagement, and overall competitiveness are essential requirements.

My Comment: My very favorite business book is The Experience Economy by Joe Pine and Jim Gilmore. I was drawn to this article because of its title. While it doesn’t mention the book, it does make the case that a good product is not enough. You must wrap an experience around it. There are plenty of ideas for any type of business (both B2C and B2B).

‘You tip, we tip’: Domino’s to begin tipping customers who tip their delivery drivers by Gabe Hauari

(USA Today) If you’re a Domino’s Pizza customer and you tip your delivery drivers, good news: You too could be eligible to receive a tip.

My Comment: In a world (at least in the US) where tipping for service (or no service) is out of control, Domino’s Pizza has a tipping program that should make customers and delivery drivers very happy. The “You Tip, We Tip” program rewards customers who tip at least $3 with a $3 coupon off their next pizza. This makes the drivers happy, rewards customers for being generous, and offers an incentive to come back for more pizza. It’s a win-win-win.

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.