Top 5 Customer Service & CX Articles for Week of September 29, 2025
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.
How to Leverage Authenticity to Build Unshakeable Customer Loyalty by Jackie Cullen
(Entrepreneur) Build trust through authenticity. That’s not a slogan or a strategy. It’s something I practice every day in my company. Why is authenticity important? Consumers today are more informed and have the means to compare brands at their fingertips, anywhere, at any time, making them less loyal than ever.
My Comment: We kick off this week’s Top Five Roundup with an article focused on one of my favorite topics, customer loyalty. This article emphasizes the importance of “authenticity.” The author mentions that her team discussed the book, “Unreasonable Hospitality” by Will Guidara, and how his ideas on going beyond what is expected in caring and listening experience create the interactions that are personal, real, and ultimately build a loyal relationship.
Why Automated Customer Service Is Bad for Customer Loyalty by Victor Cho
(Retail Customer Experience) Customer loyalty lives in the gray area: in how a customer feels after a return, during a service hiccup, or when reaching out for help. These are moments where trust is earned or lost, and they still depend on human connection. An algorithm can track your behavior. A chatbot can answer your question. But only a person can make you feel heard.
My Comment: While the focus is on the retail industry, all industries are impacted both positively and negatively with AI, especially when it comes to the customer experience. With the exception of a companies that are supposed to be digital, (like Amazon, Netflix, etc.), loyalty is built through connection. You can’t automate everything. As the article points out, “Customers feel the gap.” AI and automation are important, but this article emphasizes the importance of the human-to-human experience.
4 Ways to Revive a Stale Loyalty Program by Larissa McCarty
(Phocuswire) If you’re running a loyalty program today, chances are you’re feeling it: Engagement is slipping. What was once the industry’s secret weapon has turned into a constant uphill battle.
My Comment: Another article on loyalty, but this one is about loyalty programs – specifically, how to breathe more life into your loyalty program. There are some excellent findings from studies that prove that your loyalty program, if not properly managed, is at risk of being a distant memory for your customers. The author provides actionable ideas to keep your customers engaged with your program and enjoy its benefits.
Stop Ignoring Social Media Comments — It’s Ruining Your Customer Experience by Brooke Sellas
(CMSWire) Consumers spend more than two hours a day on social platforms, and they expect brands to meet them there with timely, human responses. When brands stay silent, they don’t just miss likes or engagement—they miss sales, customer loyalty and customer trust.
My Comment: Your customers are sharing plenty of feedback, comments, and requests for support on social channels. This article makes the point that if you’re not paying attention to the customer who chooses to have a conversation on social media, you’re ruining their customer experience. A conversation requires at least two people to “talk” to each other. Pay attention and respond to customers who choose to engage on social media rather than other communication channels.
Customers Are More Likely to Subscribe when It’s Easy to Cancel by Kristen Doerer
(CX Dive) More than three-quarters of consumers say the ability to pause, swap or meter subscriptions is very or extremely important.
My Comment: There has been a lot of press related to companies that make it difficult to cancel subscriptions. I’m not referring to emailed newsletters or text messages. This refers to paying for a subscription associated with a service or product you regularly purchase. Well, just like an easy return policy makes it an easier buying decision for a customer, so does a promise that it’s easy to cancel a subscription.
BONUS
The Rise of the Exponential Consumer and the Future of Customer Experience by NiCE
(NiCE) The exponential consumer sets the new standard: always connected, highly informed, and demanding seamless experiences across every channel. They measure you against the best experience they’ve ever had, anywhere.
My Comment: My friends at NiCE invited me to talk about the future of customer experience and “exponential consumers,” who are always connected, want experiences, not just products, and are the ones setting higher expectations for the companies they do business with. I mention in the article, “It’s not just about exponential consumers anymore. We need to be exponential customers as well.”
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.
How to Leverage Authenticity to Build Unshakeable Customer Loyalty by Jackie Cullen
(Entrepreneur) Build trust through authenticity. That’s not a slogan or a strategy. It’s something I practice every day in my company. Why is authenticity important? Consumers today are more informed and have the means to compare brands at their fingertips, anywhere, at any time, making them less loyal than ever.
My Comment: We kick off this week’s Top Five Roundup with an article focused on one of my favorite topics, customer loyalty. This article emphasizes the importance of “authenticity.” The author mentions that her team discussed the book, “Unreasonable Hospitality” by Will Guidara, and how his ideas on going beyond what is expected in caring and listening experience create the interactions that are personal, real, and ultimately build a loyal relationship.
Why Automated Customer Service Is Bad for Customer Loyalty by Victor Cho
(Retail Customer Experience) Customer loyalty lives in the gray area: in how a customer feels after a return, during a service hiccup, or when reaching out for help. These are moments where trust is earned or lost, and they still depend on human connection. An algorithm can track your behavior. A chatbot can answer your question. But only a person can make you feel heard.
My Comment: While the focus is on the retail industry, all industries are impacted both positively and negatively with AI, especially when it comes to the customer experience. With the exception of a companies that are supposed to be digital, (like Amazon, Netflix, etc.), loyalty is built through connection. You can’t automate everything. As the article points out, “Customers feel the gap.” AI and automation are important, but this article emphasizes the importance of the human-to-human experience.
4 Ways to Revive a Stale Loyalty Program by Larissa McCarty
(Phocuswire) If you’re running a loyalty program today, chances are you’re feeling it: Engagement is slipping. What was once the industry’s secret weapon has turned into a constant uphill battle.
My Comment: Another article on loyalty, but this one is about loyalty programs – specifically, how to breathe more life into your loyalty program. There are some excellent findings from studies that prove that your loyalty program, if not properly managed, is at risk of being a distant memory for your customers. The author provides actionable ideas to keep your customers engaged with your program and enjoy its benefits.
Stop Ignoring Social Media Comments — It’s Ruining Your Customer Experience by Brooke Sellas
(CMSWire) Consumers spend more than two hours a day on social platforms, and they expect brands to meet them there with timely, human responses. When brands stay silent, they don’t just miss likes or engagement—they miss sales, customer loyalty and customer trust.
My Comment: Your customers are sharing plenty of feedback, comments, and requests for support on social channels. This article makes the point that if you’re not paying attention to the customer who chooses to have a conversation on social media, you’re ruining their customer experience. A conversation requires at least two people to “talk” to each other. Pay attention and respond to customers who choose to engage on social media rather than other communication channels.
Customers Are More Likely to Subscribe when It’s Easy to Cancel by Kristen Doerer
(CX Dive) More than three-quarters of consumers say the ability to pause, swap or meter subscriptions is very or extremely important.
My Comment: There has been a lot of press related to companies that make it difficult to cancel subscriptions. I’m not referring to emailed newsletters or text messages. This refers to paying for a subscription associated with a service or product you regularly purchase. Well, just like an easy return policy makes it an easier buying decision for a customer, so does a promise that it’s easy to cancel a subscription.
BONUS
The Rise of the Exponential Consumer and the Future of Customer Experience by NiCE
(NiCE) The exponential consumer sets the new standard: always connected, highly informed, and demanding seamless experiences across every channel. They measure you against the best experience they’ve ever had, anywhere.
My Comment: My friends at NiCE invited me to talk about the future of customer experience and “exponential consumers,” who are always connected, want experiences, not just products, and are the ones setting higher expectations for the companies they do business with. I mention in the article, “It’s not just about exponential consumers anymore. We need to be exponential customers as well.”
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.
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