5 Top Customer Service Articles For the Week of December 21, 2020

Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too.
How to Provide the Best Possible Customer Experience? by GISuser
(GISuser) If you don’t have a well-planned customer service strategy, you are highly likely to lose business. According to Channels, after just one negative experience, 51% of customers will never do business with that company again.
My Comment: But, are you doing a good job in those (and other areas) of the customer experience?
COVID-19 has significantly accelerated service transformation by Vala Afshar
(ZDNet) The COVID-19 pandemic led to breakneck speed shift to digital-first customer engagement and remote work, prompting service and support organizations to reconsider the future of their people, process, and technology.
My Comment: Vala Afshar is back with more information on