Each week I read many 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. Or maybe you had a private word with the owner or manager. My Comment: I'm often asked about how to handle negative online reviews.

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. My Comment: So many customer experience strategies (CX) seem to focused on B2C. I've been a strong advocate for B2B companies to understand their customers' expectations are being influenced by consumer behavior (mostly from retailers who deliver an outstanding experience).