5 Top Customer Service Articles for the Week of November 18, 2019

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.
Consumers And Brands Disagree On Customer Experience, Poll Finds by Ray Schultz
(MediaPost) Consumers and brands are on a collision course over what makes a good customer experience.
My Comment: Are you ready for a reality check? Ask marketers (as in brands) if they think they are doing a good job of delivering a good CX, and 82% say they are, however only 10% of customers strongly agree. That stat and more are what you’ll find in this very short, but interesting article.
Set customer service agents up for success as Black Friday approaches by Paul Selby
(CustomerThink) Friday, November 29th is quickly approaching. While many companies may feel ready, take a moment