5 Top Customer Service Articles For the Week of May 4, 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.
Customer Experience is the way! But where is its value? by Thomas Wieberneit
(Epikonic) What is the experience gap? At the end of the day, it is the mismatch between brand and product promise and delivery to these promises.
My Comment: This is an important article. The topic has been around for years, but we must always keep it “top-of-mind.” This is the gap between what company leadership believes they are providing to customers in the way of an excellent customer experience and what the customer actually perceives it to be. Often there is a gap – and that gap is that the company execs believe they are better than they