Fall

16

Article Summary
Brooklyn Smith
Marketing 1010

[Type the company address]

The article I chose was written in 2016, called 16 Customer Service Service and

Experience (CX) trends for 2016. Although the article is well over a year old, I thought

the information the article provided was still applicable to todays date.

A lot of trends the article talked about had to do with technology. One of the

trends was Social media. Social media has become one of the largest platforms for

businesses. It has made it quicker for both good news, and bad news to spread about the

latest trends and upcoming businesses. One bad review on yelp can have a huge impact

on a business that is just starting up, causing many users not to support that company.

However, small business can now grow their businesses faster than they ever have before

by promoting themselves on social media websites. Customers are now going to social

media to voice their opinions on experiences theyve had with companies. The article

also talked about the importance of appreciating your customers. Which has also become

much easier thanks to technology. Companies are now sending texts and emails thanking

their customers for their business and letting them know that they are appreciated. This is

makes the customer feel valued and creates loyalty, which makes a business stronger.

Millenials are also becoming a large portion of the customers today and the article talked

about learning to understand millenials better to enhance businesses. Millenials dont like

to wait, but they like variety. Which means making sure response times are quick, and

that the responses are creative.

I personally enjoyed reading the article and learning what it had to say about

trends for customer service. I felt that it had great advice with what to look out for and

ways to use technology to give great customer service. Im glad it mainly focused on
technology and the ways to use it to enhance customer service because that is what

customer service is gradually turning into.

Youtube was one of the main things that I related to that was talked about in the

article. Youtube has definitely become a large platform for people that want to promote

both themselves, and their business. One of the industries that came to my mind was the

beauty industry. The reason for this is I work for Bobbi Brown cosmetics at Nordstrom.

Youtube was what introduced me to cosmetics and inspired me to become a makeup art.

Most of the knowledge I have about makeup, Ive gained from Youtube. Youtube has

created many opportunities for makeup artists in the business world. A few examples are

makeup artists collaborating with makeup brands to create makeup products, makeup

artists creating their own makeup line, and doing makeup for celebrities as a result of

using their channel for networking. Many makeup artists have become well known from

Youtube. If it werent for Youtubes beauty community, most women would only have

makeup counters and books to learn how to properly apply makeup. This has been both a

good thing and bad thing. The good being that many people are learning about all sorts of

makeup products and are buying them because of someone they look up to on Youtube.

The bad being that many makeup counters in department stores are losing business

because people are buying online since they can see how makeup products work by a

person who has used it on Youtube. However, in store they could be learning about the

product by a brand expert, and about what the product actually does.
https://www.forbes.com/sites/shephyken/2016/01/02/the-year-of-the-customer-
16-customer-service-and-experience-cx-trends-for-2016/#74ef23e162a7