Top 5 customer experience & customer service articles for the week of July 16-20, 2018.

Education is the path to improvement. Every week, I scour the web and read tons of articles on the topic of customer experience, customer service, and technology to gain insights from experts around the world.

Here are the top 5 customer experience articles I came across this week.


1) Technology doesn’t mean you can forget the basics of customer service (Author: Neil Hamilton)

There is no excuse to forget the basic rules of customer service; technology can be used to enhance this – not replace. So, what are these rules - and how can businesses get them right?

Why should you read it?

Technology has dramatically transformed the way consumers interact with businesses, especially when you look at the banking industry. However, technology itself is not enough to provide great customer service, it’s up to employees to provide three main things to customers, a personalization, consistency, and efficiency.

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2) Tracking customer experience with key performance indicators (Author: Nancy Van Elsacker Louisnord)

Quantitatively measuring that may otherwise be defined as qualitative can be a bit tricky, but there’s no reason to panic. There are ways forward.

Why should you read it?

In order to improve customer experience, you have to know how to correctly measure it. This article nicely breaks down the why and how behind measuring customer experience KPIs to help you understand how to go about it.

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3) Make customer experience your competitive advantage with these 3 steps (Author: Dave Angelow)

Organizations strive to create a competitive advantage from the very first day they're in business. After all, competitive advantage is why customers select one offering over others.

Why should you read it?

There are many things you can do to create an advantage by providing a better customer experience, but where do you start? This article uncovers the specific steps you need to take in order to understand your customer funnel, the competitive advantages between you and your competitors and how to use that information to differentiate yourself from your competitor and provide a better experience.

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4) Why reducing customer friction is the new customer loyalty (Author: Jeremy Goldman)

The marketplaces that are winning loyalty from today’s consumers are doing it by focusing on reducing customer friction points.

Why you should read it?

Every business wants to build customer loyalty, but it’s hard with all the choices out there today. This article hits the nail right on the head when it comes to understanding how to build customer loyalty through a frictionless experience with some great examples of businesses already doing it.

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5) 6 ways artificial intelligence is already impacting hospitality (Author: Seth Redmore)

Great hospitality experiences drive guest loyalty. Guest loyalty drives recommendations and revenue. While larger chains have more customer and performance data to tap into, smaller operators have historically had a tougher time maximizing reputation, revenue and the customer experience.

Why you should read it?

Since it’s summertime, it’s fitting that I include an article about the hotel guest experience. These days, the buzzword around the industry is Artificial Intelligence and how it can be used to improve the guest experience. This article goes over 6 ways AI can be used to improve hotel operations, improve brand reputation, and most importantly create happier and loyal guests.

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