CX Insights
80% of customers value clean bathrooms
Sometimes it’s not what you sell - it’s where you sell it - that makes the difference for consumers. A new survey found that over 80% of consumers say a dirty bathroom hurts their view of a business, and 70% say they’ll return—and even spend more—if the restrooms are clean.
This is even more important for some industries, evidenced by content creators online producing videos reviewing restaurants by their restrooms.
For customer support leaders at businesses with a physical footprint, this is a no-brainer. Every touchpoint shapes loyalty. A pristine bathroom isn’t just hygiene - it’s good business. Don’t forget the details, and partner with your facilities team to make sure your in-store experiences are up to snuff!
Protecting your customers from scams
A cross-country family nearly lost their long-awaited reunion due to an online scam. After searching for a brand’s customer service phone number to reschedule their trip, they called a fraudulent site. The Better Business Bureau reports that many scammers manipulate search results to impersonate travel brands
Reminder: not all of your customers will be digitally savvy.
While CX leaders can’t combat all scams, there are still things you can do to help your customers:
- Ensure your contact information is easy to find on official channels
- Use an omnichannel platform so customers can get in touch with you on whatever channel they prefer
- Proactively communicate with customers upon purchase, so they have a line of communication from you
- If there are known scams about your brand, proactively warn customers and guide them on how to verify they’re reaching the right support
Southwest ends free bag policy
Southwest Airlines is reversing its long-held “bags fly free” policy, introducing baggage fees and a basic economy fare to boost revenue. Once a key differentiator, free checked bags helped attract loyal travelers but are now being sacrificed under investor pressure.
Policy changes like this can redefine a brand’s identity. CX leaders must assess how adjustments impact the customer and their loyalty as a result. Brands that once competed on service but move in a different direction (like Southwest) must rethink how to maintain differentiation beyond price.
Competing on service rather than price can come at the expense of margins, and it’s up to CX leaders to advocate for how to run an efficient operation that still delights customers. AI and automation tools can be a key part in this.
Tune In
Get an exclusive first look at the powerful new features coming in Kustomer’s Spring ’25 Release! Join customer experience experts as they unveil the latest innovations across our platform, designed to help you deliver smarter, more efficient support.
In this session, you'll discover how to:
- Harness AI to boost efficiency and streamline workflows
- Access the right data to personalize and optimize customer interactions
- Activate seamless omnichannel support across chat, voice, email, and more
We’ll break down everything you need to know, complete with a live demo showcasing these new capabilities in action. Don’t miss this chance to level up your customer support strategy!
Thursday March 27th at 12 pm ET: Register now!
AI Insights
Why Foxconn’s AI move matters for CX leaders
FoxConn is launching its own custom LLM for supply chain management. While this LLM is custom to manufacturing so it will not be at play in CX immediately, it shows the developments that AI can have.
For CX leaders, this shift highlights the increasing role of AI in improving operational efficiency and service reliability. As AI enhances supply chains, support teams can anticipate fewer disruptions, faster resolutions, and more accurate order tracking. This ultimately leads to better customer experiences.
The customer experience starts with the supply chain, so partner cross-functionally to stay ahead of developments like this that can be a big opportunity for your team.
Meta launches Business AI for SMB customer service
Meta's new Business AI aims to help small and medium-sized businesses provide AI-driven customer support across Facebook, Instagram, and WhatsApp. This pilot program offers automated responses based on product catalogs and FAQs, enabling SMBs to scale customer interactions efficiently.
As AI-powered service tools become more accessible, it may be tempting to use default tools on platforms you already have to get up and running quickly. Or, your org may be tempted to leverage multiple AI tools:
- an agent on some social platforms
- a different chatbot for your website
- internal AI productivity tools
Take a step back before you jump in with this method! AI is supposed to help deliver a seamless experience for customers. A unified omnichannel solution, rather than fragmented tools, creates a more cohesive customer experience. Avoid the pitfalls of siloed, inefficient support systems.
ServiceNow acquires AI assistant
ServiceNow’s $2.85B acquisition of Moveworks signals a major shift in AI-driven customer support. By integrating Moveworks’ AI assistant and enterprise search with ServiceNow’s automation platform, the goal is that users can expect more intuitive self-service, faster resolutions, and AI-powered workflows that reduce agent workload.
AI agents are becoming central to CRM and service processes, and an all in one approach is gaining steam.
