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Top 5 Customer Service & CX Articles for Week of March 3, 2025

ShepHyken

My Comment: We kick off this weeks Top Five roundup with an article by John Goodman, one of the world’s top customer service and CX consultants, who teaches us what causes customer rage and how we can deal with it and prevent it. This is a powerful and important article that everyone should read. Enough said! My Comment: What is CX?

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Top 5 Customer Service & CX Articles for Week of October 28, 2024

ShepHyken

Topics include automation, personalization, 24/7 support, and more. There are best practices and guidelines from leading business consulting organizations like McKinsey and Accenture. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops.

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Top 5 Customer Service & CX Articles for Week of December 23, 2024

ShepHyken

Here are the topics with plenty of commentary: 1) Start with what you have, 2) Automate where you can, 3) Consider outsourcing, 4) Build a self-service hub, 5) Use data to improve, 6) Be proactive, 7) Train on customer support, 8) Personalize, and 10) Build Loyalty. GenAI is transforming the customer experience.

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The Light At The End of The Tunnel: Reimagine Your Customer Experience

Beyond Philosophy

Usually, when people talk about that, it’s in the third person, meaning that someone will impose the new normal upon us. I would encourage us to put that in the first person. As I mentioned before, your customers have changed through their personal experiences. We hear the phrase ‘the new normal’ a lot.

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Top 5 Customer Service & CX Articles for Week of January 26, 2025

ShepHyken

Verizon Customer Chief Talks Retail Customer Experience: It’s All About Personalization by Judy Mottl (Retail Customer Experience) Brian Higgins, chief customer experience officer at Verizon, offers insight on Verizons CX strategy and what makes for a rewarding, compelling customer experience. Theres power in personalization.

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Top 5 Customer Service & CX Articles for Week of December 16, 2024

ShepHyken

Loyalty Programs Are GrowingSo Are Customer Expectations by Ed Crouch, Ben Eppler, Lauren Taylor, Christina Mhlenbein, and Elizabeth Hearne (Boston Consulting Group) This article explains that the incentives companies offer in a loyalty program must go beyond points, perks, and cash. What does that mean? What does that mean?

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What’s the secret? 10 rules for creating a incredibly successful consultancy

Beyond Philosophy

Several readers and listeners of the podcast have reached out to me recently, asking for advice on how to start a consultancy. After over two decades with my global Customer Experience consultancy, it occurred to me that I have a lot of advice on the topic, which I boiled down into the 10 rules for building a successful consultancy.