Shep Hyken's Blog, page 11
March 31, 2025
Building Unbreakable Customer Relationships with Jason Ten-Pow
This episode of
Amazing Business Radio with Shep Hyken
answers the following questions and more:
What makes an “unbreakable” customer relationship, and how can companies achieve it?
What are the key components of a tailored customer experience strategy?
How does digital transformation impact customer experience?
What common mistakes do businesses make in providing effortless customer experiences?
How can proactive communication improve customer satisfaction?
Top Takeaways
Businesses that prioritize professionalism in their interactions gain a threefold advantage over their competitors. Being professional is about more than just being polite. It’s about being knowledgeable, reliable, and meeting customer expectations.
Companies that excel in creating low-effort experiences are four times more likely to outperform their competitors. Make it easy for customers to navigate and interact with your brand, whether online or in person.
Customers have high expectations, not just from your direct competitors, but from every interaction they have with any brand. Companies must consistently deliver what customers expect to stand out, providing reliable and consistent service.
Digital interactions are often the first point of contact between a customer and a brand. Companies must design these platforms with the customer in mind. They need to be intuitive, easy to navigate, and filled with up-to-date information.
One of the biggest challenges customers face when it comes to having a convenient experience is channel jumping or switching between different modes of communication. There should be continuity across channels where customers can transition from one service channel to another without losing their place in the conversation and having to repeat themselves.
Be proactive in communication, especially during service disruptions. Customers appreciate when businesses reach out with information, including updates before they even have to ask.
Plus, Shep and Jason discuss how different customers have varying expectations based on their demographics and preferences, and why brands must understand these differences and tailor how they engage with them accordingly. Tune in!
Quotes:
“Because many customer experiences are now digital, you’re not just competing with others in your industry. You’re up against companies that are the gold standard, like Amazon. To build unbreakable relationships, you must meet and exceed those high expectations.”
“An unbreakable relationship is when you cultivate a lasting, nurtured, and strong relationship with your customers, making them feel so connected that it’s nearly impossible for them to switch to a competitor.”
“You want to know if a brand prioritizes a customer’s wants, needs, and desires? All you have to do is go to their website and see how difficult it is to find a phone number.”
About:
Jason Ten-Pow is a research, consulting, and customer experience expert. He is the CEO of bespokeCX, president of ONR, and author of UNBREAKABLE: A Proven Process for Building Unbreakable Relationships with Customers.
Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio .
What makes an “unbreakable” customer relationship, and how can companies achieve it?
What are the key components of a tailored customer experience strategy?
How does digital transformation impact customer experience?
What common mistakes do businesses make in providing effortless customer experiences?
How can proactive communication improve customer satisfaction?
Top Takeaways
Businesses that prioritize professionalism in their interactions gain a threefold advantage over their competitors. Being professional is about more than just being polite. It’s about being knowledgeable, reliable, and meeting customer expectations.
Companies that excel in creating low-effort experiences are four times more likely to outperform their competitors. Make it easy for customers to navigate and interact with your brand, whether online or in person.
Customers have high expectations, not just from your direct competitors, but from every interaction they have with any brand. Companies must consistently deliver what customers expect to stand out, providing reliable and consistent service.
Digital interactions are often the first point of contact between a customer and a brand. Companies must design these platforms with the customer in mind. They need to be intuitive, easy to navigate, and filled with up-to-date information.
One of the biggest challenges customers face when it comes to having a convenient experience is channel jumping or switching between different modes of communication. There should be continuity across channels where customers can transition from one service channel to another without losing their place in the conversation and having to repeat themselves.
Be proactive in communication, especially during service disruptions. Customers appreciate when businesses reach out with information, including updates before they even have to ask.
Plus, Shep and Jason discuss how different customers have varying expectations based on their demographics and preferences, and why brands must understand these differences and tailor how they engage with them accordingly. Tune in!
Quotes:
“Because many customer experiences are now digital, you’re not just competing with others in your industry. You’re up against companies that are the gold standard, like Amazon. To build unbreakable relationships, you must meet and exceed those high expectations.”
“An unbreakable relationship is when you cultivate a lasting, nurtured, and strong relationship with your customers, making them feel so connected that it’s nearly impossible for them to switch to a competitor.”
“You want to know if a brand prioritizes a customer’s wants, needs, and desires? All you have to do is go to their website and see how difficult it is to find a phone number.”
About:
Jason Ten-Pow is a research, consulting, and customer experience expert. He is the CEO of bespokeCX, president of ONR, and author of UNBREAKABLE: A Proven Process for Building Unbreakable Relationships with Customers.
Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio .
March 30, 2025
Top 5 Customer Service & CX Articles for Week of March 31, 2025
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 comments about each article and would like to hear what you think too.
Survey Shuffle to AI Shuffle: Medallia Wants to Reshape the CX Deck by Dom Nicastro
(CMSWire) “It starts with hiring right to begin with,” Hyken said. “Bad hires equal high churn, which is frustrating and expensive. Good people must then be properly trained and empowered to take care of customers. Finally, employees must be given the right tools they need to take care of customers. If you’re investing in a good CX, it must be supported with a good CX.”
My Comment: The Medallia Experience 2025 conference was just in Las Vegas last week. This article provides a comprehensive overview of Medallia’s contributions to the CX landscape, particularly in the area of CX measurement. Surveys are still a way to get feedback, but AI can do much more as it analyzes all areas of the experience – and not only gives us the numbers but also makes suggestions to improve the experience, eliminate friction, and much more.
How Consumer Feedback Shapes Customer Experience by Jessica Aleman
(FocusGroups.org) Today’s competitive business landscape highlights customer experience as a crucial differentiator across industries. Companies that excel at creating positive and memorable experiences often enjoy higher customer loyalty, increased sales, and a stronger brand reputation. However, truly enhancing the customer service experience requires businesses to remain attuned to their customers’ desires, feelings, and areas for improvement. This is where consumer feedback proves invaluable.
My Comment: And speaking of CX metrics and feedback, here’s an excellent article about consumer feedback. The benefit to getting the feedback allows you to understand customers’ expectations, improve products/services, identify friction, and more. I’ll emphasize that feedback is a gift, but it means nothing if the company doesn’t take appropriate action on the feedback.
Understanding Luxury Customer Experience and Its Essential Elements by Vertu
(Vertu) Luxury customer experience is more than regular customer service. It creates special and unforgettable moments. It makes you feel important with personal attention and custom offers. For example, 89% OF LUXURY BUYERS THINK SERVICE QUALITY MATTERS AS MUCH AS THE PRODUCT. This shows how important great experiences are in this market.
My Comment: This is a comprehensive article about understanding the luxury experience. And if you don’t consider your products and services to be in the “luxury category,” you should still read the article. There are plenty of ideas that can be applied to almost any type of business. I always suggest looking outside of your industry to get ideas on how to be more competitive within your industry.
Accenture Claims “Customer Service Is on the Brink” by Rhys Fisher
(CX Today) As AI and automation reshape customer interactions, businesses that embrace these innovations will be best positioned to build lasting relationships and drive loyalty in an increasingly competitive landscape.
My Comment: This article may be taking the opposite side by claiming customer service on the brink. I won’t argue with the findings, such as 87 % of customers admitted that they were likely to avoid a company after just one bad experience. Or, that almost two-thirds of respondents stated that they had been frustrated or annoyed with at least one recent bad experience. All that means is that we understand what our customers want, and now that we have the information, we must use it to create the experience that gets customers to say, “I’ll be back!”
New Survey Reveals Price Hikes Won’t Break Customer Loyalty. But There’s a Catch. by CXM Editorial
(Customer Experience Magazine) A new global study by UserTesting reveals that brand loyalty does not suffer the consequences of price hikes. On the contrary, customers seem willing to pay more to stay loyal to their favourite brands.
My Comment: Prices are increasing, whether due to inflation or tariffs. How are customers reacting? This brief article presents a positive perspective on the concern of how customers will react to higher prices. The majority of customers will remain loyal to you despite price increases, but you must provide a compelling reason, such as excellent customer service and experience, for them to return.
BONUS
Using Customer Feedback to Improve Agent Performance by Megan Jones
(Call Centre Helper) How well do you use available customer feedback to improve agent performance? Whether it’s positive or negative, directly linking agents to what customers are saying can help to make sure everyone is pulling in the same direction.
My Comment: Our friends at Call Centre Helper have compiled another group of ideas from some of the more notable customer service and CX experts around the world. This time, the topic is using customer feedback to improve contact center agent performance.
25 Best Customer Service Podcasts by Feedspot
(Feedspot) Looking for Customer Service podcasters to listen to or for your outreach campaign to promote your brand or product? Our Customer Service podcasters list is what you need.
My Comment: If you enjoy podcasts – and specifically the topics of customer service and CX – then you are going to love this article which lists the top 25 podcasts on these topics. I’m honored to be part of this list. So, start listening and learning!
Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops. Connect with Shep on LinkedIn.
Survey Shuffle to AI Shuffle: Medallia Wants to Reshape the CX Deck by Dom Nicastro
(CMSWire) “It starts with hiring right to begin with,” Hyken said. “Bad hires equal high churn, which is frustrating and expensive. Good people must then be properly trained and empowered to take care of customers. Finally, employees must be given the right tools they need to take care of customers. If you’re investing in a good CX, it must be supported with a good CX.”
My Comment: The Medallia Experience 2025 conference was just in Las Vegas last week. This article provides a comprehensive overview of Medallia’s contributions to the CX landscape, particularly in the area of CX measurement. Surveys are still a way to get feedback, but AI can do much more as it analyzes all areas of the experience – and not only gives us the numbers but also makes suggestions to improve the experience, eliminate friction, and much more.
How Consumer Feedback Shapes Customer Experience by Jessica Aleman
(FocusGroups.org) Today’s competitive business landscape highlights customer experience as a crucial differentiator across industries. Companies that excel at creating positive and memorable experiences often enjoy higher customer loyalty, increased sales, and a stronger brand reputation. However, truly enhancing the customer service experience requires businesses to remain attuned to their customers’ desires, feelings, and areas for improvement. This is where consumer feedback proves invaluable.
My Comment: And speaking of CX metrics and feedback, here’s an excellent article about consumer feedback. The benefit to getting the feedback allows you to understand customers’ expectations, improve products/services, identify friction, and more. I’ll emphasize that feedback is a gift, but it means nothing if the company doesn’t take appropriate action on the feedback.
Understanding Luxury Customer Experience and Its Essential Elements by Vertu
(Vertu) Luxury customer experience is more than regular customer service. It creates special and unforgettable moments. It makes you feel important with personal attention and custom offers. For example, 89% OF LUXURY BUYERS THINK SERVICE QUALITY MATTERS AS MUCH AS THE PRODUCT. This shows how important great experiences are in this market.
My Comment: This is a comprehensive article about understanding the luxury experience. And if you don’t consider your products and services to be in the “luxury category,” you should still read the article. There are plenty of ideas that can be applied to almost any type of business. I always suggest looking outside of your industry to get ideas on how to be more competitive within your industry.
Accenture Claims “Customer Service Is on the Brink” by Rhys Fisher
(CX Today) As AI and automation reshape customer interactions, businesses that embrace these innovations will be best positioned to build lasting relationships and drive loyalty in an increasingly competitive landscape.
My Comment: This article may be taking the opposite side by claiming customer service on the brink. I won’t argue with the findings, such as 87 % of customers admitted that they were likely to avoid a company after just one bad experience. Or, that almost two-thirds of respondents stated that they had been frustrated or annoyed with at least one recent bad experience. All that means is that we understand what our customers want, and now that we have the information, we must use it to create the experience that gets customers to say, “I’ll be back!”
New Survey Reveals Price Hikes Won’t Break Customer Loyalty. But There’s a Catch. by CXM Editorial
(Customer Experience Magazine) A new global study by UserTesting reveals that brand loyalty does not suffer the consequences of price hikes. On the contrary, customers seem willing to pay more to stay loyal to their favourite brands.
My Comment: Prices are increasing, whether due to inflation or tariffs. How are customers reacting? This brief article presents a positive perspective on the concern of how customers will react to higher prices. The majority of customers will remain loyal to you despite price increases, but you must provide a compelling reason, such as excellent customer service and experience, for them to return.
BONUS
Using Customer Feedback to Improve Agent Performance by Megan Jones
(Call Centre Helper) How well do you use available customer feedback to improve agent performance? Whether it’s positive or negative, directly linking agents to what customers are saying can help to make sure everyone is pulling in the same direction.
My Comment: Our friends at Call Centre Helper have compiled another group of ideas from some of the more notable customer service and CX experts around the world. This time, the topic is using customer feedback to improve contact center agent performance.
25 Best Customer Service Podcasts by Feedspot
(Feedspot) Looking for Customer Service podcasters to listen to or for your outreach campaign to promote your brand or product? Our Customer Service podcasters list is what you need.
My Comment: If you enjoy podcasts – and specifically the topics of customer service and CX – then you are going to love this article which lists the top 25 podcasts on these topics. I’m honored to be part of this list. So, start listening and learning!
Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops. Connect with Shep on LinkedIn.
March 25, 2025
The Dollar Convenience Club
I just received an email from the Dollar Shave Club. I’ve been a member (as in customer) of the “club” for more than 10 years. I joined the club after watching their irreverent, R-rated (for language) YouTube video that has more than 28 million views. The concept was simple. Pay a small monthly fee and new razor blades are delivered to your mailbox. The member never has to worry about running out of fresh razor blades ever again. After giving them a try, I joined the club. For years, I received a package of four blades every month. I never worried about whether they would show up – they always did. It was so convenient, which is the reason for this article.
I’ve written about Dollar Shave Club and convenience before. Nothing new there, but what I want to share is the subject line of the email. It read:
More like Dollar Convenience Club
There’s nothing special about razor blades, but what makes Dollar Shave Club special is its customer experience model, which is built around convenience. When they first started selling razor blades in 2012, the subscription model was not as popular as it is today. The word “subscription” was tied to newspapers and magazines. Today, almost any business can come up with its own version of a subscription model.
So, back to Dollar Shave Club. What I love is how they promote convenience as much as, if not even more than, the actual razor blades and other “bathroom needs” – their words, not mine!
While it is still called Dollar Shave Club, inflation has led to a higher price. Not to worry. Their customers still buy from them. Why?
Convenience: This is the overarching reason they are in existence.
Quality products: If the blades weren’t good, it wouldn’t matter if they were called the “Less than a Dollar Shave Club.” Quality is important to them.
Price: Even though people are willing to pay more for convenience (the proof is in my annual CX research), they have chosen to go the opposite direction and have a low price that’s almost as compelling as the convenient experience.
Consistency and reliability: Customers know exactly what to expect and when to expect it. The predictable schedule and consistent quality create trust and confidence in the brand.
Fun: This is a bonus, but who doesn’t like a little fun? Its brand of fun may not be appropriate for everyone, but it is for some companies. Dollar Shave Club’s commercials are funny, which helps them stand out in a crowded market.
The Dollar Shave Club doesn’t sell better blades. They sell a better experience. And that is the lesson for the day. If your product does what it’s supposed to do and you add the experience that customers want – and for the members of Dollar Shave Club, that’s convenience – you have a winning combination. And like Dollar Shave Club, consider promoting the specific experience.
So, in addition to promoting what you sell, what experience do you create and promote that makes your customers love you even more? That answer is what will get your customers to say, “I’ll be back!”
Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com . Connect with Shep on LinkedIn .
March 24, 2025
Humility Leads to Customer Experience Innovation with John Rossman
This episode of
Amazing Business Radio with Shep Hyken
answers the following questions and more:
How can businesses avoid settling into mediocrity in customer service?
What role does humility play in improving a business’s customer experience?
What is the innovator’s dilemma?
How can companies ensure they are accurately measuring their customer experience?
How does the concept of a ‘success trap’ affect a company’s customer service?
Top Takeaways
Humility is critical in recognizing where a business might be falling short. It allows companies to honestly assess their customer service and product offerings and make necessary changes.
The real risk is setting goals that are too easy and reaching them instead of aiming high and always pushing yourself to do better. Mediocrity becomes the norm when businesses stop striving for greatness and settle for ‘average’ performance.
Embracing failure as a part of the innovation process can benefit businesses. This mindset allows companies to experiment and take “big bets” that lead to breakthroughs.
Customer metrics and feedback should not solely focus on the average experience. Paying attention to the outliers who express extreme satisfaction or dissatisfaction helps businesses address significant pain points and improve their overall service, which benefits everyone.
Having a clear framework and language within a business can help your team know when innovative thinking is expected and when precision in execution is required. A healthy culture encourages employees to innovate and go the extra mile in delivering an amazing customer experience. It also trains employees to implement structured processes that ensure that the consistency and quality of service remain excellent.
Adopting a mindset of continuous improvement prepares companies for future challenges. Regularly assess your internal processes and external industry trends to identify areas where you can improve.
Plus, Shep and John discuss the perils of constantly playing defense in business. Tune in!
Quotes:
“I truly believe in humility as a starting point for change. Recognizing where we fall short with customers is crucial to being able to innovate and thrive.”
” Refocus your ambition to accomplish what you want to accomplish. Everything starts with the will to be better. That ambition drives innovation and continuous improvement.”
“Many companies struggle because they lose the ambition to improve from where they are today. Successful companies, like Amazon, are never afraid to fail. They see failure as a necessary step towards discovering something amazing.”
“Always have ambition. We’re not always going to hit it, but if you don’t have ambition, you’re on the path towards hitting something below it.”
“Let’s not accept mediocrity in how we work together, what we accept from each other, and how we serve our customers.”
About:
John Rossman is the managing partner at Rossman Partners and the best-selling author of Big Bet Leadership, The Amazon Way, Think Like Amazon, and his latest, The Pig, The Lipstick, and The Playbook of Champions. (Be sure to download the book for free!)
Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio .
How can businesses avoid settling into mediocrity in customer service?
What role does humility play in improving a business’s customer experience?
What is the innovator’s dilemma?
How can companies ensure they are accurately measuring their customer experience?
How does the concept of a ‘success trap’ affect a company’s customer service?
Top Takeaways
Humility is critical in recognizing where a business might be falling short. It allows companies to honestly assess their customer service and product offerings and make necessary changes.
The real risk is setting goals that are too easy and reaching them instead of aiming high and always pushing yourself to do better. Mediocrity becomes the norm when businesses stop striving for greatness and settle for ‘average’ performance.
Embracing failure as a part of the innovation process can benefit businesses. This mindset allows companies to experiment and take “big bets” that lead to breakthroughs.
Customer metrics and feedback should not solely focus on the average experience. Paying attention to the outliers who express extreme satisfaction or dissatisfaction helps businesses address significant pain points and improve their overall service, which benefits everyone.
Having a clear framework and language within a business can help your team know when innovative thinking is expected and when precision in execution is required. A healthy culture encourages employees to innovate and go the extra mile in delivering an amazing customer experience. It also trains employees to implement structured processes that ensure that the consistency and quality of service remain excellent.
Adopting a mindset of continuous improvement prepares companies for future challenges. Regularly assess your internal processes and external industry trends to identify areas where you can improve.
Plus, Shep and John discuss the perils of constantly playing defense in business. Tune in!
Quotes:
“I truly believe in humility as a starting point for change. Recognizing where we fall short with customers is crucial to being able to innovate and thrive.”
” Refocus your ambition to accomplish what you want to accomplish. Everything starts with the will to be better. That ambition drives innovation and continuous improvement.”
“Many companies struggle because they lose the ambition to improve from where they are today. Successful companies, like Amazon, are never afraid to fail. They see failure as a necessary step towards discovering something amazing.”
“Always have ambition. We’re not always going to hit it, but if you don’t have ambition, you’re on the path towards hitting something below it.”
“Let’s not accept mediocrity in how we work together, what we accept from each other, and how we serve our customers.”
About:
John Rossman is the managing partner at Rossman Partners and the best-selling author of Big Bet Leadership, The Amazon Way, Think Like Amazon, and his latest, The Pig, The Lipstick, and The Playbook of Champions. (Be sure to download the book for free!)
Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio .
Top 5 Customer Service & CX Articles for Week of March 24, 2025
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 comments about each article and would like to hear what you think too.
Should AI Be Used To Respond to Customer Reviews? by Tom Ryan
(RetailWire) For the second year in a row, BrightLocal’s Local Consumer Review Survey in a blind test found that a majority of consumers prefer responses to online reviews from businesses created by AI rather than a human.
My Comment: This week’s Top Five roundup begins with an article about AI responding to customer reviews. We interviewed more than 1,000 customers for my annual customer experience research and found that 77% of them say ratings and reviews help them decide to make a purchase. So, companies should do everything they can to ensure their reviews are legitimate, and that includes how a company/brand responds to the review. This article has some great information on how AI helps companies respond, but when it’s obvious it’s not a human, it erodes trust.
Starbucks Raises the Bar on Customer Loyalty with Ad Campaign from Anomaly by Andrea Surnit
(DesignRush) Companies that integrate storytelling, sensory marketing, and customer incentives can cultivate long-term relationships that ultimately drive revenue.
My Comment: Let’s take another lesson from Starbucks. In the past, there have been articles about their loyalty program, but today’s loyalty concept transcends the typical points and perks of frequent purchases. It crosses over to the importance of experiential marketing and experience. This article includes links to the latest commercials released by Starbucks. These are great lessons in understanding what gets people to say, “I’ll be back.”
Why Every Business Should Borrow This Key Strategy from Subscription Services by Brad Olson
(Entrepreneur Media) Subscription models are redefining the patient experience by focusing on access, personalization and seamless customer experiences — offering powerful lessons for businesses across all sectors, including my own within healthcare at large.
My Comment: I’m a big fan of subscription models. For the customer, they don’t have to keep remembering to buy. The products just show up. You no longer run out of razor blades, dog food, and other consumable products used on a regular basis. Software companies recognize the subscription model is far easier for customers to keep up-to-date with the latest versions by paying a monthly or annual subscription. For the business, it’s simple. Subscriptions equal recurring revenue. This article emphasizes the power of a subscription model. From the perspective of a healthcare executive, you’ll learn that this can apply to almost any business.
3 Ways Giving Back Can Make Your Business Even Greater by John Hall
(Inc. Magazine) Giving back has become a central priority for business leaders across industries. No longer satisfied with just a generic pledge to “do good,” more and more brands are adopting concrete practices and initiatives to make a meaningful impact in their communities.
My Comment: Companies that give back attract customers who appreciate them for more than just their products or services. Our research finds that 62% of customers prefer to do business with a brand that has a cause that is important to them, and 35% said they would choose not to do business with a company or brand that doesn’t give back to the community. This article serves up three “giving back” ideas/concepts to help build customer loyalty.
Verizon Is Using AI Agents to Improve Customer Experiences. Here’s How by Rhys Fisher
(CX Today) The autonomous capabilities of agentic AI are tailor-made for an industry that has been trying to embrace more cost-effective, efficient, and human-like artificial methods to communicate with customers for decades.
My Comment: Brian Higgins, Verizon’s Chief Customer Experience Officer, leads a world-recognized brand in its effort to deliver an amazing customer experience. He recognizes the power of leveraging technology (AI) and balancing it with the human-to-human connection. In this article, the author interviews Higgins to learn how Verizon uses technology to best serve its customers.
BONUS
Top Reads to Boost Your Contact Centre Leadership Skills by Stephanie Lennox
(Call Centre Helper) As a contact centre leader, you’re always managing a fast-paced environment while also ensuring your team delivers exceptional service. The pressures are high, the stakes are even higher, and balancing both customer needs and agent performance can sometimes feel like an impossible task.
My Comment: It was a surprise and an honor to see my book, The Amazement Revolution: Seven Customer Service Strategies to Create an Amazing Customer (and Employee) Experience , listed in the recent Call Centre Helper list of top books for contact center leaders. Several other authors are included, including my friend and colleague Brittany Hodak, who collaborated with me on a weekly video tip we call the SUPER Amazing Show .
Shep Hyken on the Power of Reviews: Why Trust and Authenticity Matter in Customer Experience by Jaelyn Campbell
(CBT News) Customer reviews and ratings have become a pivotal factor in purchasing decisions, but how much do consumers really trust them? Renowned customer experience expert and bestselling author Shep Hyken joins us on the latest episode of CBT Now to share key insights from his latest research on the state of customer service.
My Comment: We started this week’s Top Five roundup with an article about using AI to respond to customer reviews and ratings. Let’s wrap up with a “bonus” article and video on the same topic. Jim Fitzpatrick interviewed me on CBT News to talk about the good and bad of reviews. The article is a quick read, but take a few minutes to watch the video.
Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops. Connect with Shep on LinkedIn.
Should AI Be Used To Respond to Customer Reviews? by Tom Ryan
(RetailWire) For the second year in a row, BrightLocal’s Local Consumer Review Survey in a blind test found that a majority of consumers prefer responses to online reviews from businesses created by AI rather than a human.
My Comment: This week’s Top Five roundup begins with an article about AI responding to customer reviews. We interviewed more than 1,000 customers for my annual customer experience research and found that 77% of them say ratings and reviews help them decide to make a purchase. So, companies should do everything they can to ensure their reviews are legitimate, and that includes how a company/brand responds to the review. This article has some great information on how AI helps companies respond, but when it’s obvious it’s not a human, it erodes trust.
Starbucks Raises the Bar on Customer Loyalty with Ad Campaign from Anomaly by Andrea Surnit
(DesignRush) Companies that integrate storytelling, sensory marketing, and customer incentives can cultivate long-term relationships that ultimately drive revenue.
My Comment: Let’s take another lesson from Starbucks. In the past, there have been articles about their loyalty program, but today’s loyalty concept transcends the typical points and perks of frequent purchases. It crosses over to the importance of experiential marketing and experience. This article includes links to the latest commercials released by Starbucks. These are great lessons in understanding what gets people to say, “I’ll be back.”
Why Every Business Should Borrow This Key Strategy from Subscription Services by Brad Olson
(Entrepreneur Media) Subscription models are redefining the patient experience by focusing on access, personalization and seamless customer experiences — offering powerful lessons for businesses across all sectors, including my own within healthcare at large.
My Comment: I’m a big fan of subscription models. For the customer, they don’t have to keep remembering to buy. The products just show up. You no longer run out of razor blades, dog food, and other consumable products used on a regular basis. Software companies recognize the subscription model is far easier for customers to keep up-to-date with the latest versions by paying a monthly or annual subscription. For the business, it’s simple. Subscriptions equal recurring revenue. This article emphasizes the power of a subscription model. From the perspective of a healthcare executive, you’ll learn that this can apply to almost any business.
3 Ways Giving Back Can Make Your Business Even Greater by John Hall
(Inc. Magazine) Giving back has become a central priority for business leaders across industries. No longer satisfied with just a generic pledge to “do good,” more and more brands are adopting concrete practices and initiatives to make a meaningful impact in their communities.
My Comment: Companies that give back attract customers who appreciate them for more than just their products or services. Our research finds that 62% of customers prefer to do business with a brand that has a cause that is important to them, and 35% said they would choose not to do business with a company or brand that doesn’t give back to the community. This article serves up three “giving back” ideas/concepts to help build customer loyalty.
Verizon Is Using AI Agents to Improve Customer Experiences. Here’s How by Rhys Fisher
(CX Today) The autonomous capabilities of agentic AI are tailor-made for an industry that has been trying to embrace more cost-effective, efficient, and human-like artificial methods to communicate with customers for decades.
My Comment: Brian Higgins, Verizon’s Chief Customer Experience Officer, leads a world-recognized brand in its effort to deliver an amazing customer experience. He recognizes the power of leveraging technology (AI) and balancing it with the human-to-human connection. In this article, the author interviews Higgins to learn how Verizon uses technology to best serve its customers.
BONUS
Top Reads to Boost Your Contact Centre Leadership Skills by Stephanie Lennox
(Call Centre Helper) As a contact centre leader, you’re always managing a fast-paced environment while also ensuring your team delivers exceptional service. The pressures are high, the stakes are even higher, and balancing both customer needs and agent performance can sometimes feel like an impossible task.
My Comment: It was a surprise and an honor to see my book, The Amazement Revolution: Seven Customer Service Strategies to Create an Amazing Customer (and Employee) Experience , listed in the recent Call Centre Helper list of top books for contact center leaders. Several other authors are included, including my friend and colleague Brittany Hodak, who collaborated with me on a weekly video tip we call the SUPER Amazing Show .
Shep Hyken on the Power of Reviews: Why Trust and Authenticity Matter in Customer Experience by Jaelyn Campbell
(CBT News) Customer reviews and ratings have become a pivotal factor in purchasing decisions, but how much do consumers really trust them? Renowned customer experience expert and bestselling author Shep Hyken joins us on the latest episode of CBT Now to share key insights from his latest research on the state of customer service.
My Comment: We started this week’s Top Five roundup with an article about using AI to respond to customer reviews and ratings. Let’s wrap up with a “bonus” article and video on the same topic. Jim Fitzpatrick interviewed me on CBT News to talk about the good and bad of reviews. The article is a quick read, but take a few minutes to watch the video.
Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops. Connect with Shep on LinkedIn.
March 19, 2025
Five Things Not to Do When Giving Gifts to Customers and Employees
Valentine’s Day was last month. It is a time when you acknowledge the people you love and care about, often with a gift. I’ve written a number of articles about customer and employee gifts on Valentine’s Day and other obvious gift-giving holidays. It seems that the traditional holidays toward the end of the year are when companies or employees typically send or exchange gifts and cards. Valentine’s Day is interesting. For personal relationships, it’s almost an obligation to give a gift. While it’s not directed toward professional or corporate relationships, some companies have found a way to have fun and send a card or gift to customers and employees. Unlike personal relationships, the choice to do so is optional. The same goes for other holidays throughout the year. How many companies send their customers or employees gifts for Independence Day or Thanksgiving? Depending on your country, there are plenty of holidays to give gifts outside of the traditional celebrations.
Just before Valentine’s Day, I was interviewed for an article by Bored Panda about corporate gifts that are “tacky, cheap, and insulting.” This made me reflect on my mentor of gift giving, the late John Ruhlin, author of Giftolog,y and his latest book, Beyond Giftology (released posthumously), who taught me the dos and don’ts of corporate gifting.
The point of gifting to customers and employees is to be remembered. However, not everyone does it right. So, for this article, I’ll share a few ideas on what NOT to do.
For Customers:
Don’t turn your gift into a marketing promotion with logos branded all over the gift.
For Customers and Employees:
Be careful about sending food. First, once they eat it, it’s gone and will soon become a distant memory. Second, if the customer or employee is on a specific diet, they may not appreciate or enjoy the gift.
Be careful about sending alcohol. Unless you know what they will enjoy (such as a favorite bottle of scotch or a special bottle of wine), avoid alcohol. Some choose to abstain from alcohol. Whatever their reason for doing so, you don’t want to appear to be insensitive.
For Employees:
Money is nice and a pleasant surprise, but it may be quickly forgotten and considered part of their compensation and not a true gift. Instead, consider giving employees a bonus day (or two) off or an experience, such as tickets to a sporting event or concert. Those are memorable.
Swag in the form of clothing is nice, and employees are proud to wear a logo on their sleeve but don’t turn your employees into walking billboards of your products and services. Subtle logos are the classy way to go.
So, those are some of the “don’ts” of corporate gift giving. There are many ways to do it right, and for an over-arching gifting strategy, consider that the gift should be unexpected, appreciated and memorable.
I’d like to close by mentioning my friend John Ruhlin once more. He left us on August 15, 2024, at the young age of 44. He was the greatest relationship builder I’ve ever met. Everyone who knew him felt a connection. He had many “best friends.” While he was a master at gift-giving for corporate relationships, every gift he ever gave, including his love for his friends, was genuine. John will be missed, but his legacy lives on. Thank you, John, for your gifts, which include knowledge, friendship, and love for all.
Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com . Connect with Shep on LinkedIn .
March 17, 2025
AI and Customer Service Should be Boring with Damon Covey
This episode of
Amazing Business Radio with Shep Hyken
answers the following questions and more:
How can businesses enhance their customer service experience using AI technology?
How do unifying communication channels improve the efficiency of customer support?
What makes conversational AI a valuable tool for improving customer interactions?
How can AI be used to augment a company’s existing customer service team rather than replace it?
Why is it essential for businesses to consider customer communication preferences when designing support systems?
Top Takeaways
In customer service, “boring” means delivering consistent, reliable service without any issues or drama.
Unified communications brings together all the different ways customers can interact with a company, including texting, calling, emailing, or chatting on social media. Integrating all these channels enables customers to choose their preferred way to communicate without complicating things for customer support agents.
Conversational AI helps businesses be more responsive to customer needs. By using conversational AI, businesses can provide accurate responses and handle inquiries even outside of business hours.
Years ago, AI technology was expensive, making it difficult for smaller companies to afford. Today, innovations in AI have made it accessible at a fraction of the cost, enabling small businesses to implement it effectively. AI being more accessible helps small businesses provide the same advanced customer service options as large corporations and compete more effectively in the market.
Just like new employees, AI systems need training to perform well. Businesses provide AI with specific instructions and information, allowing it to respond correctly to customer inquiries. Guaranteeing AI acts within the parameters set by the business, maintaining quality and accuracy in interactions.
AI helps businesses by taking over routine tasks and repetitive work like summarizing calls or setting up appointments, freeing employees to focus on more complex tasks, especially those needing creativity and judgment.
Plus, Shep and Damon discuss ways businesses can embrace AI strategically. Tune in!
Quotes:
“Customer service should be so good that it’s boring.”
“Exceptional customer support is engaging with your customers on their terms, whether it’s through phone conversation, chat, or text.”
“The companies that can find the real balance between AI and humans will make customer service a differentiator for their business.”
“When diving into AI, focus on starting with a specific problem to solve. Start small, something practical and sometimes boring, but that’s where real solutions emerge.”
About:
Damon Covey is the general manager of unified communications and collaboration at GoTo, an all-in-one customer experience platform powered by AI.
Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio .
How can businesses enhance their customer service experience using AI technology?
How do unifying communication channels improve the efficiency of customer support?
What makes conversational AI a valuable tool for improving customer interactions?
How can AI be used to augment a company’s existing customer service team rather than replace it?
Why is it essential for businesses to consider customer communication preferences when designing support systems?
Top Takeaways
In customer service, “boring” means delivering consistent, reliable service without any issues or drama.
Unified communications brings together all the different ways customers can interact with a company, including texting, calling, emailing, or chatting on social media. Integrating all these channels enables customers to choose their preferred way to communicate without complicating things for customer support agents.
Conversational AI helps businesses be more responsive to customer needs. By using conversational AI, businesses can provide accurate responses and handle inquiries even outside of business hours.
Years ago, AI technology was expensive, making it difficult for smaller companies to afford. Today, innovations in AI have made it accessible at a fraction of the cost, enabling small businesses to implement it effectively. AI being more accessible helps small businesses provide the same advanced customer service options as large corporations and compete more effectively in the market.
Just like new employees, AI systems need training to perform well. Businesses provide AI with specific instructions and information, allowing it to respond correctly to customer inquiries. Guaranteeing AI acts within the parameters set by the business, maintaining quality and accuracy in interactions.
AI helps businesses by taking over routine tasks and repetitive work like summarizing calls or setting up appointments, freeing employees to focus on more complex tasks, especially those needing creativity and judgment.
Plus, Shep and Damon discuss ways businesses can embrace AI strategically. Tune in!
Quotes:
“Customer service should be so good that it’s boring.”
“Exceptional customer support is engaging with your customers on their terms, whether it’s through phone conversation, chat, or text.”
“The companies that can find the real balance between AI and humans will make customer service a differentiator for their business.”
“When diving into AI, focus on starting with a specific problem to solve. Start small, something practical and sometimes boring, but that’s where real solutions emerge.”
About:
Damon Covey is the general manager of unified communications and collaboration at GoTo, an all-in-one customer experience platform powered by AI.
Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio .
Top 5 Customer Service & CX Articles for Week of March 17, 2025
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 comments about each article and would like to hear what you think too.
The Customer Experience Gen Z Expects From Every Brand by Keith Farley
(CMSWire) While Gen Z does not yet have the buying power they are poised to gain, their expectations and preferences are already having an impact on brands.
My Comment: We kick off this week’s Top Five Roundup with an article about Gen Z and their CX expectations. My annual customer service and CX research shows a big difference in what younger generations (versus older) expect from the companies and brands they do business with. This article summarizes some of those main preferences: simplicity, personalization, and empathy.
Keeping it Authentic: Why Being Real Wins Every Time by Bizcommunity.com
(Bizcommunity.com) Did you know that 86% of consumers say authenticity is a key factor when deciding which brands they like and support? In a world filled with perfectly curated content and filtered realities, authenticity has become more than just a buzzword – it’s a necessity.
My Comment: Our “mantra” at my company is “Be Amazing or Go Home.” We want to be amazing for our clients and help them be amazing for their customers (clients, patients, members, etc.). After reading this article, the first thing I thought was that maybe a good mantra for any brand might be to swap out the word “amazing” for “authentic.” In other words, “Be Real (or Authentic)…” What customer wants to do business with a company or brand that is not authentic? This short article shares the benefits and examples of what it takes to be authentic.
20 Innovative Lessons from Simplyhealth’s Contact Centre by Megan Jones
(Call Centre Helper) Here are just some of the top lessons we learnt from Simplyhealth on how to engage your workforce and scale your contact centre operations.
My Comment: Simplyhealth runs a contact center that supports more than 2.5 customers. Using AI to support both agents and customers/patients, they share 20 of the strategies and tactics they use to take advantage of technology, empower employees, and create happy customers.
Gross Bathroom? It Can Cost Your Customer Experience by Kristen Doerer
(Restaurant Dive) Dirty restrooms, out-of-stock paper towels and stalls with gaps can flush away an otherwise positive customer experience and send sales down the toilet.
My Comment: I call this “The Bathroom Experience.” While this article focuses on how a dirty restroom can impact the customer experience at restaurants, “The Bathroom Experience” is a metaphor for how details count. I love how the article mentions that a dirty restroom can “send sales down the toilet.” The point is, when you don’t pay attention to the detail of the bathrooms your customers are using, what other details do your customers wonder are being missed or mismanaged?
From Taylor Swift to KFC: The Power of Experience Economics by Justin Racine
(CMSWire) Why is it that when consumers go on vacations, they have no issue shelling out dollars to buy dinners, rounds of golf, spa visits, and anything else their hearts desire? And yet, when they’re not on vacation, they watch every penny with distinctive scrutiny and observation.
My Comment: Yes, another article that uses Taylor Swift as a case study. However, this article mixes the iconic musical artist with KFC. How do these “brands” get customers to spend money on them? The one-word answer is: experience. The author includes several other ideas and case studies. So, take a few minutes to learn about the power of Experience Economics.
Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops. Connect with Shep on LinkedIn.
The Customer Experience Gen Z Expects From Every Brand by Keith Farley
(CMSWire) While Gen Z does not yet have the buying power they are poised to gain, their expectations and preferences are already having an impact on brands.
My Comment: We kick off this week’s Top Five Roundup with an article about Gen Z and their CX expectations. My annual customer service and CX research shows a big difference in what younger generations (versus older) expect from the companies and brands they do business with. This article summarizes some of those main preferences: simplicity, personalization, and empathy.
Keeping it Authentic: Why Being Real Wins Every Time by Bizcommunity.com
(Bizcommunity.com) Did you know that 86% of consumers say authenticity is a key factor when deciding which brands they like and support? In a world filled with perfectly curated content and filtered realities, authenticity has become more than just a buzzword – it’s a necessity.
My Comment: Our “mantra” at my company is “Be Amazing or Go Home.” We want to be amazing for our clients and help them be amazing for their customers (clients, patients, members, etc.). After reading this article, the first thing I thought was that maybe a good mantra for any brand might be to swap out the word “amazing” for “authentic.” In other words, “Be Real (or Authentic)…” What customer wants to do business with a company or brand that is not authentic? This short article shares the benefits and examples of what it takes to be authentic.
20 Innovative Lessons from Simplyhealth’s Contact Centre by Megan Jones
(Call Centre Helper) Here are just some of the top lessons we learnt from Simplyhealth on how to engage your workforce and scale your contact centre operations.
My Comment: Simplyhealth runs a contact center that supports more than 2.5 customers. Using AI to support both agents and customers/patients, they share 20 of the strategies and tactics they use to take advantage of technology, empower employees, and create happy customers.
Gross Bathroom? It Can Cost Your Customer Experience by Kristen Doerer
(Restaurant Dive) Dirty restrooms, out-of-stock paper towels and stalls with gaps can flush away an otherwise positive customer experience and send sales down the toilet.
My Comment: I call this “The Bathroom Experience.” While this article focuses on how a dirty restroom can impact the customer experience at restaurants, “The Bathroom Experience” is a metaphor for how details count. I love how the article mentions that a dirty restroom can “send sales down the toilet.” The point is, when you don’t pay attention to the detail of the bathrooms your customers are using, what other details do your customers wonder are being missed or mismanaged?
From Taylor Swift to KFC: The Power of Experience Economics by Justin Racine
(CMSWire) Why is it that when consumers go on vacations, they have no issue shelling out dollars to buy dinners, rounds of golf, spa visits, and anything else their hearts desire? And yet, when they’re not on vacation, they watch every penny with distinctive scrutiny and observation.
My Comment: Yes, another article that uses Taylor Swift as a case study. However, this article mixes the iconic musical artist with KFC. How do these “brands” get customers to spend money on them? The one-word answer is: experience. The author includes several other ideas and case studies. So, take a few minutes to learn about the power of Experience Economics.
Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops. Connect with Shep on LinkedIn.
March 11, 2025
Nothing Has Changed in Customer Service … And Everything Has Changed in Customer Service
With all the talk of AI, ChatGPT and more, I’m often asked when interviewed, “What’s changed in customer service?” My answer is accurate: Nothing!
For thousands of years – actually about 3,775 years – when customers have had a problem or question, they have contacted the company they are doing business with and hoped that it would be resolved to their satisfaction. That’s the way it’s been and will continue to be for thousands of years to come.
But there’s also another answer to the same question about what’s changed: Everything!
By everything, I’m referring to the latest methods of responding to customers’ questions and handling their problems and complaints. I mentioned that for 3,775 years, customers have been contacting companies when they have problems or questions. About 10 years ago, I wrote a Forbes.com article when I learned that tucked away in the British Museum is an ancient complaint that dates back to 1750 B.C.
Nanni, the customer, bought copper ore from a supplier, Ea-Nasir. Unhappy with his purchase, Nanni sent a letter in the form of a stone tablet with the engraved complaint. Loosely translated, the “letter” opens with these words, “What do you take me for that you treat somebody like me with such contempt?” The rest of the letter was a demand that he receive what he thought was right.
Customers still complain, and companies – at least the good ones – respond and properly take care of their customers. But how they do so has radically changed.
What may have started as an engraved complaint on a stone tablet eventually turned into handwritten letters, then phone calls, emails, chat, and more modern-day ways of communicating. AI has become the topic of the day, and the strides made in automation and self-service have come a long way.
While many companies are still improving and trying to keep up with the technology, customers who take advantage of the new ways to get questions answered and complaints resolved are very happy with the companies that have kept up with the latest ways to manage the customer experience.
At its core, customer service hasn’t changed. Customers still want to be heard, understood and valued. Sometimes, they even want a little empathy. However, what has changed is the way we deliver that experience. The tools may have evolved from stone tablets to AI chatbots, but the goal remains the same: take care of the customer.
Companies that embrace new technologies while staying true to the timeless principles of great service – listening, responding quickly, and meeting or exceeding expectations – are the ones that will keep their customers coming back. The best companies know that while everything seems to change, the most important thing never changes: a relentless focus on the customer!
Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com . Connect with Shep on LinkedIn .
March 10, 2025
Understanding and Meeting Customer Expectations with the Help of AI with Alexandre (Alex) Hadade
This episode of
Amazing Business Radio with Shep Hyken
answers the following questions and more:
How can companies leverage artificial intelligence to improve customer experience?
What challenges do businesses face in becoming truly customer-centric?
How does AI compare to traditional surveys in measuring customer satisfaction?
How can customer feedback effectively enhance products and services?
What role does AI play in analyzing customer churn and retention?
Top Takeaways
To meet customer needs, businesses must continuously adapt to new expectations and technologies. This means engaging with customers in modern, meaningful ways and committing to making improvements.
With the advancement of AI, customer experience teams can now manage and analyze large volumes of data more efficiently. This capability helps identify customer needs and resolve issues faster than ever before, making it easier for them to put processes in place to improve customer experience.
AI not only help with front-facing customer support but it can help identify reasons behind customer churn and dissatisfaction that might not appear in customer feedback. It can analyze behavior patterns and predict trends that help businesses preempt customer issues, and enhance customer satisfaction.
Despite the increase in CX spending from $7 billion to $12 billion in 2023, Net Promoter Scores are still declining across industries. Aligning customer experience technology investments with actual customer needs makes sure they lead to improved service and product satisfaction.
Customer satisfaction isn’t just about resolving complaints; it’s about preventing them. By understanding and improving both products and processes, companies can reduce churn and increase the likelihood of customers recommending the business to others.
The rapid changes in technology mean that businesses must continually adapt to meet evolving customer expectations. What worked a couple of years ago may no longer be enough. Keeping processes and customer interaction approaches up-to-date with modern technology is how businesses stay relevant and competitive.
Plus, Shep and Alexandre discuss what happens when companies invest in the wrong customer experience technology. Tune in!
Quotes:
“When you connect the dots between what your customers say and their actual behavior, you uncover how to improve your products and services and make great business decisions.”
“You’re not using technology effectively if you’re only focusing on surface-level operational metrics. Dive deeper to understand why your users are dissatisfied, identify the root causes, and collaborate with your product team to make impactful changes that enhance customer experience and reduce churn.”
“CX leaders have to stop talking about just support or operational metrics. They need to start discussing strategic goals like churn rate, retention rate, and lifetime value.”
“Take advantage of the AI boom to truly understand your users at scale. Use the evolution of technology not just to deploy simple chatbots but also to delve into the root causes of dissatisfaction.”
About:
Alexandre Hadade is the Co-founder & CEO of Birdie. He has more than 25 years of experience in business, with a passion for helping businesses utilize technology to deliver excellent customer experiences.
Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio .
How can companies leverage artificial intelligence to improve customer experience?
What challenges do businesses face in becoming truly customer-centric?
How does AI compare to traditional surveys in measuring customer satisfaction?
How can customer feedback effectively enhance products and services?
What role does AI play in analyzing customer churn and retention?
Top Takeaways
To meet customer needs, businesses must continuously adapt to new expectations and technologies. This means engaging with customers in modern, meaningful ways and committing to making improvements.
With the advancement of AI, customer experience teams can now manage and analyze large volumes of data more efficiently. This capability helps identify customer needs and resolve issues faster than ever before, making it easier for them to put processes in place to improve customer experience.
AI not only help with front-facing customer support but it can help identify reasons behind customer churn and dissatisfaction that might not appear in customer feedback. It can analyze behavior patterns and predict trends that help businesses preempt customer issues, and enhance customer satisfaction.
Despite the increase in CX spending from $7 billion to $12 billion in 2023, Net Promoter Scores are still declining across industries. Aligning customer experience technology investments with actual customer needs makes sure they lead to improved service and product satisfaction.
Customer satisfaction isn’t just about resolving complaints; it’s about preventing them. By understanding and improving both products and processes, companies can reduce churn and increase the likelihood of customers recommending the business to others.
The rapid changes in technology mean that businesses must continually adapt to meet evolving customer expectations. What worked a couple of years ago may no longer be enough. Keeping processes and customer interaction approaches up-to-date with modern technology is how businesses stay relevant and competitive.
Plus, Shep and Alexandre discuss what happens when companies invest in the wrong customer experience technology. Tune in!
Quotes:
“When you connect the dots between what your customers say and their actual behavior, you uncover how to improve your products and services and make great business decisions.”
“You’re not using technology effectively if you’re only focusing on surface-level operational metrics. Dive deeper to understand why your users are dissatisfied, identify the root causes, and collaborate with your product team to make impactful changes that enhance customer experience and reduce churn.”
“CX leaders have to stop talking about just support or operational metrics. They need to start discussing strategic goals like churn rate, retention rate, and lifetime value.”
“Take advantage of the AI boom to truly understand your users at scale. Use the evolution of technology not just to deploy simple chatbots but also to delve into the root causes of dissatisfaction.”
About:
Alexandre Hadade is the Co-founder & CEO of Birdie. He has more than 25 years of experience in business, with a passion for helping businesses utilize technology to deliver excellent customer experiences.
Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio .
