Shep Hyken's Blog, page 11
February 23, 2025
Top 5 Customer Service & CX Articles for Week of February 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.
B2B Customer Service: 5 Proven Strategies to Drive Success by Foundever
(Foundever) What sets leading B2B (business-to-business) brands apart? A commitment to customer service that goes beyond transactions to deliver real, long-term value. Successful B2B companies view their customers as partners. So how can you develop a CX that creates long-term relationships that encourage your clients to expand their spending and stop looking at your competitors?
My Comment: So much of what is written about customer service and CX is focused on consumers (B2C companies). I’ve mentioned many times that while B2C is different than B2B, many of the customer service and CX strategies apply to both. So, let’s open this week’s Top Five roundup emphasizing B2B service and experience. As you read it, you may think, “Hmm, this could work for B2C, too!”
Why Do Customers Love Certain Brands? by Dan Gingiss
(Dan Gingiss) Why do customers love certain brands but not others? Is brand love random, based on the latest viral video? Or is it strategic, based on an intentional focus on customer engagement?
My Comment: Valentine’s Day was just over a week ago. My friend and fellow CX expert, Dan Gingiss, wrote this article for his weekly blog, which summarizes why customers love certain brands. Dan’s background is with Discover Card, and he had a customer write about how they loved the Discover Card. Dan thought, “I get that people love Disney or Lego or Starbucks, but a credit card?” He discovered (no pun intended) that when a company has a fanatical focus on customer service and CX, customers might fall in love with the brand. Dan also shares comments about a new report titled Love Brands: The Most Loved Brands in the U.S. from Hootsuite and Talkwalker.
Responsive Customer Service Is Brands’ Secret to Success by LBB Editorial
(LBBonline – Little Black Book) Layla Revis, Sprout Social’s vice president of social, content and brand marketing, tells LBB why brands need customer service presence on social media to stay competitive in 2025 and the brands already succeeding in the space.
My Comment: Have you ever reached out to a brand on social media for help/support or to just comment? If you have, you’re one of a small percentage of people who use social media to communicate with a company or brand. Our customer service and experience research found that social media was the least used communication channel, but for those customers who use it, the right response from a company is imperative. Layla Revis, Sprout Social’s vice president of social, content, and brand marketing, was interviewed and shared why brands need a customer service presence on social media to be competitive.
Connection is Currency by David Lee
(Direct Selling News) In a digital landscape that constantly evolves, businesses aiming to forge deeper connections with customers must embrace new trends and approaches. Today’s consumers expect brands to create personalized, meaningful experiences that acknowledge their unique preferences and values.
My Comment: Connection in this article is all about the relationship you have with your customers. This short article has tips on how to build that deeper connection with your customers—even in the digital world we live in. The two areas he covers are personalization and loyalty. As customers spend more time online and less time interacting with a company’s employees/staff, building a deeper connection is the only way to ensure your customers come back to you and not the competitor.
Customer Service Trends as We Know Them Are Dead: Five AI-Driven Changes by Declan Ivory
(G2) Forget everything you thought you knew about customer service. AI has changed the game entirely, and the strategies that worked yesterday may already be outdated.
My Comment: We wrap up this week’s Top Five roundup with some tips and trends around AI. I agree with most of the author’s points. Tip Two is about the economics and how AI can reduce overhead (as in headcount). While AI can replace some human functions, it can’t replace all. Just tread carefully around this one. And I love that the author mentioned how customers are changing their minds about AI. Our most recent research (due out in March) shows that many more customers are accepting and appreciating how AI improves their experience.
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.
B2B Customer Service: 5 Proven Strategies to Drive Success by Foundever
(Foundever) What sets leading B2B (business-to-business) brands apart? A commitment to customer service that goes beyond transactions to deliver real, long-term value. Successful B2B companies view their customers as partners. So how can you develop a CX that creates long-term relationships that encourage your clients to expand their spending and stop looking at your competitors?
My Comment: So much of what is written about customer service and CX is focused on consumers (B2C companies). I’ve mentioned many times that while B2C is different than B2B, many of the customer service and CX strategies apply to both. So, let’s open this week’s Top Five roundup emphasizing B2B service and experience. As you read it, you may think, “Hmm, this could work for B2C, too!”
Why Do Customers Love Certain Brands? by Dan Gingiss
(Dan Gingiss) Why do customers love certain brands but not others? Is brand love random, based on the latest viral video? Or is it strategic, based on an intentional focus on customer engagement?
My Comment: Valentine’s Day was just over a week ago. My friend and fellow CX expert, Dan Gingiss, wrote this article for his weekly blog, which summarizes why customers love certain brands. Dan’s background is with Discover Card, and he had a customer write about how they loved the Discover Card. Dan thought, “I get that people love Disney or Lego or Starbucks, but a credit card?” He discovered (no pun intended) that when a company has a fanatical focus on customer service and CX, customers might fall in love with the brand. Dan also shares comments about a new report titled Love Brands: The Most Loved Brands in the U.S. from Hootsuite and Talkwalker.
Responsive Customer Service Is Brands’ Secret to Success by LBB Editorial
(LBBonline – Little Black Book) Layla Revis, Sprout Social’s vice president of social, content and brand marketing, tells LBB why brands need customer service presence on social media to stay competitive in 2025 and the brands already succeeding in the space.
My Comment: Have you ever reached out to a brand on social media for help/support or to just comment? If you have, you’re one of a small percentage of people who use social media to communicate with a company or brand. Our customer service and experience research found that social media was the least used communication channel, but for those customers who use it, the right response from a company is imperative. Layla Revis, Sprout Social’s vice president of social, content, and brand marketing, was interviewed and shared why brands need a customer service presence on social media to be competitive.
Connection is Currency by David Lee
(Direct Selling News) In a digital landscape that constantly evolves, businesses aiming to forge deeper connections with customers must embrace new trends and approaches. Today’s consumers expect brands to create personalized, meaningful experiences that acknowledge their unique preferences and values.
My Comment: Connection in this article is all about the relationship you have with your customers. This short article has tips on how to build that deeper connection with your customers—even in the digital world we live in. The two areas he covers are personalization and loyalty. As customers spend more time online and less time interacting with a company’s employees/staff, building a deeper connection is the only way to ensure your customers come back to you and not the competitor.
Customer Service Trends as We Know Them Are Dead: Five AI-Driven Changes by Declan Ivory
(G2) Forget everything you thought you knew about customer service. AI has changed the game entirely, and the strategies that worked yesterday may already be outdated.
My Comment: We wrap up this week’s Top Five roundup with some tips and trends around AI. I agree with most of the author’s points. Tip Two is about the economics and how AI can reduce overhead (as in headcount). While AI can replace some human functions, it can’t replace all. Just tread carefully around this one. And I love that the author mentioned how customers are changing their minds about AI. Our most recent research (due out in March) shows that many more customers are accepting and appreciating how AI improves their experience.
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.
February 18, 2025
What Is the Enemy of Customer Service?
I recently had the wonderful opportunity to interview Brian Hamilton on
Amazing Business Radio
. Brian is the chairman of LiveSwitch and an entrepreneur who has started, built up, and sold numerous businesses. At the end of every show, I ask, “What last nugget of wisdom can you share with our listeners?” He shared an amazing answer: “The enemy of customer service is pride.”
As he shared what he meant by this profound statement, I knew it was going to be something I would write and talk about.
If you’ve been following my work, you know one of my favorite concepts is The Customer Is NOT Always Right ! Let’s use that as a starting point to understand how pride can be the enemy of customer service.
When we’re taught (or told) by the boss that the customer IS always right, and one day a customer makes a statement that isn’t right or accurate, we have conflict. Or maybe the customer is argumentative. We have been taught and told – maybe even ordered – to treat that customer as if they are right. But they are not. For example, what happens if you have a liberal 30-day return policy and the customer comes to return the item on day 60, insisting they were told the store had a 90-day return policy? Can you see the conflict? They are clearly wrong, and that conflict is where pride kicks in and gets in the way of good customer service.
For some, it’s hard to put pride aside and empathize and sympathize with the customer’s errant point of view. While we may not directly tell the customer they are wrong, we say something that is combative or argumentative – even if we say it nicely. When pride gets in the way, we might find ourselves thinking:
“I know more than this customer.”
“They clearly don’t understand how our system works.”
“If they just listened to reason, they would realize they’re wrong.”
Those types of thoughts are our pride getting in the way of serving our customers at the highest level. Instead, consider this:
Listen without interrupting, even if you know they’re wrong.
When you do finally talk, choose the right words to avoid escalating the situation.
Empathize and acknowledge their frustration or concern.
Focus on finding a solution rather than proving who’s right.
Remember, the goal isn’t to win an argument. It’s to win the customer. (Another concept I’ve preached for years.) When we let go of pride and focus on helping, we create better outcomes for everyone involved. So, the next time you find yourself in a situation where you know the customer is wrong, ask yourself, “What’s more important, being right or being helpful?” The answer will guide you toward better customer service. Don’t let pride get in the way of good customer service!
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 .
Uncovering the True Enemy of Great Customer Service with Brian Hamilton
This episode of
Amazing Business Radio with Shep Hyken
answers the following questions and more:
What is the biggest enemy of good customer service?
How can companies get better customer feedback?
What should companies look for when hiring customer service employees?
How can businesses move beyond customer satisfaction metrics?
What role does empathy play in customer service?
Top Takeaways
To provide excellent customer service, you have to genuinely care about people. Start with the mindset of serving the other person by understanding what it is like to be in their shoes.
No matter how good your product is, if you don’t have the experience and service to support it, and if you don’t have people who love what they do and love the customers, you will fail.
Your employees are just as valuable sources of feedback as your customers. While customer surveys and digital feedback are helpful, the most valuable insights often come from direct observation and conversations. Watch customers interact with your product or service, and regularly check in with your frontline staff who interact with your customers daily. Your employees on the front lines can often spot patterns, challenges, and opportunities for improvement that might not show up in a survey.
Pay attention to what customers are not telling you. Sometimes, customers accept inconveniences but don’t voice them. Mystery shop your own company and call your customer support line to learn what your customers experience when they do business with you.
Pride is the biggest obstacle to providing excellent customer service. When employees or businesses let pride take precedence, they block out constructive feedback and hinder growth. Everyone in the organization, from new hires to top executives, must be open to learning and change.
Embracing technology should enhance, not replace, the human connection. Technology like video conferencing, AI, or automated systems should be used to simplify processes and build meaningful connections.
If you want to lead, you have to love people. Training employees to care about customers is important, but true leadership is about setting an example.
Plus, Shep and Brian discuss why empathy and interpersonal skills are just as valuable as technical experience. Tune in!
Quotes:
“Before you think about customer satisfaction scores and metrics, focus on truly understanding the customer. Train your people to be “the other guy” and see through your customers’ eyes.”
“It all starts with the heart. You can measure every customer service metric imaginable, but if your company and staff don’t have serving others in their hearts, you’ll never truly get there.”
“First, get your heart right, then ask your customers how you can improve, and finally, take action. If you get these three things down, you will separate yourself from the competition.”
“What is the enemy of customer service? Pride.”
About:
Brian Hamilton is the chairman of LiveSwitch, a leading expert on entrepreneurship, and the founder of America’s first fintech company, Sageworks.
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 is the biggest enemy of good customer service?
How can companies get better customer feedback?
What should companies look for when hiring customer service employees?
How can businesses move beyond customer satisfaction metrics?
What role does empathy play in customer service?
Top Takeaways
To provide excellent customer service, you have to genuinely care about people. Start with the mindset of serving the other person by understanding what it is like to be in their shoes.
No matter how good your product is, if you don’t have the experience and service to support it, and if you don’t have people who love what they do and love the customers, you will fail.
Your employees are just as valuable sources of feedback as your customers. While customer surveys and digital feedback are helpful, the most valuable insights often come from direct observation and conversations. Watch customers interact with your product or service, and regularly check in with your frontline staff who interact with your customers daily. Your employees on the front lines can often spot patterns, challenges, and opportunities for improvement that might not show up in a survey.
Pay attention to what customers are not telling you. Sometimes, customers accept inconveniences but don’t voice them. Mystery shop your own company and call your customer support line to learn what your customers experience when they do business with you.
Pride is the biggest obstacle to providing excellent customer service. When employees or businesses let pride take precedence, they block out constructive feedback and hinder growth. Everyone in the organization, from new hires to top executives, must be open to learning and change.
Embracing technology should enhance, not replace, the human connection. Technology like video conferencing, AI, or automated systems should be used to simplify processes and build meaningful connections.
If you want to lead, you have to love people. Training employees to care about customers is important, but true leadership is about setting an example.
Plus, Shep and Brian discuss why empathy and interpersonal skills are just as valuable as technical experience. Tune in!
Quotes:
“Before you think about customer satisfaction scores and metrics, focus on truly understanding the customer. Train your people to be “the other guy” and see through your customers’ eyes.”
“It all starts with the heart. You can measure every customer service metric imaginable, but if your company and staff don’t have serving others in their hearts, you’ll never truly get there.”
“First, get your heart right, then ask your customers how you can improve, and finally, take action. If you get these three things down, you will separate yourself from the competition.”
“What is the enemy of customer service? Pride.”
About:
Brian Hamilton is the chairman of LiveSwitch, a leading expert on entrepreneurship, and the founder of America’s first fintech company, Sageworks.
Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio .
February 16, 2025
Top 5 Customer Service & CX Articles for Week of February 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.
Speaking Your Customers’ ‘Love Language’: 5 Ways to Woo Them This Valentine’s Day by Sam Richardson
(CX Network) Twilio’s Sam Richardson outlines five ways organizations can speak their customers’ language and show some love on every day of the year.
My Comment: Happy belated Valentine’s Day! How do I love my customers? Let me count the ways! We kick off this week’s Top Five with an article about loving on your customers. The author has taken the romantic holiday for personal relationships and shared how it can work in the business world for customers. (And it works for employees, too!) I refer to this as corporate love.
What Customers Really Want From a Loyalty Program by Eileen Stephens
(CMSWire) Customer loyalty programs have become a multi-million-dollar industry and a critical driver of revenue for brands. Forecasts point to significant growth in spend expected through loyalty programs in 2025.
My Comment: One of my favorite customer experience topics is loyalty programs. I’ve preached for years that loyalty programs are more than points and perks. The best loyalty programs create connection and can even evoke emotion. While the article gets into some technical (and technology) aspects of the program, one part of the article stands out, and that’s the focus on personalization. In the author’s words, “Personalization wins loyalty.”
How To Use a Customer Engagement Model That Builds Loyalty by Shopify
(Shopify) Brand affinity doesn’t form overnight. Customers gain familiarity and, ideally, confidence in your brand through various interactions—from social posts to purchases to email campaigns. Every customer touchpoint is a valuable opportunity to foster brand loyalty. Make the most of each one by developing a customer engagement strategy for every step of their journey.
My Comment: I remember when people started using the term customer experience to describe customer service. It changed over time to what it is today; the end-to-end experience a customer has with any and every interaction they have with a company or brand. The same thing is happening with customer engagement. The past definition (which still works today) has focused on how a company interacts with its customers. A new term that I’ve been hearing about is worthy of consideration: a customer engagement model. Some may call it a fancy word of taking a journey map to the next level. However you see it, it’s a concept to consider. This article will get you thinking about it.
Fresh Ideas to Spark Customer Engagement by Megan Jones
(Call Centre Helper) Customer engagement is critical to maintaining a loyal customer base, but achieving this consistently is a challenge! So how do you keep things fresh and interesting?
My Comment: Speaking of customer engagement, check out this compilation article from several customer experience experts (myself included) on different ways your employees (especially in the customer support world) can better engage with their customers.
10 Customer Experience Tools for 2025 by Francesca Di Meglio
(CX Network) Learn about how artificial intelligence copilots, agentic AI, CRMs, omniservice tools and more are improving CX.
My Comment: The future is now! Here is a list of 10 tools that businesses are using to improve customer experience. AI and technology are fueling CX. Here’s a list of ten to give you an idea of what some companies are using. But, I caution that technology isn’t always the answer. (Check out the article I wrote – just this week – on six game-changing AI customer service and CX strategies.
BONUS
“I Have No Clue”: 30 Hilariously Useless Customer Support Interactions by Simona Kinderytė, Mindaugas Balčiauskas and Robyn Smith
(Bored Panda) Customer support agents, whether real or “robot”, are supposed to *help* customers. But honestly, sometimes they do the exact opposite. People have been sharing their infuriating encounters online and wow, we don’t know whether to laugh or cry.
My Comment: Want to laugh? Read this article on 30 customer support interactions. Bored Panda has put together another list. They also interviewed me about how companies can improve their support. You’ll laugh, and you’ll learn!
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.
Speaking Your Customers’ ‘Love Language’: 5 Ways to Woo Them This Valentine’s Day by Sam Richardson
(CX Network) Twilio’s Sam Richardson outlines five ways organizations can speak their customers’ language and show some love on every day of the year.
My Comment: Happy belated Valentine’s Day! How do I love my customers? Let me count the ways! We kick off this week’s Top Five with an article about loving on your customers. The author has taken the romantic holiday for personal relationships and shared how it can work in the business world for customers. (And it works for employees, too!) I refer to this as corporate love.
What Customers Really Want From a Loyalty Program by Eileen Stephens
(CMSWire) Customer loyalty programs have become a multi-million-dollar industry and a critical driver of revenue for brands. Forecasts point to significant growth in spend expected through loyalty programs in 2025.
My Comment: One of my favorite customer experience topics is loyalty programs. I’ve preached for years that loyalty programs are more than points and perks. The best loyalty programs create connection and can even evoke emotion. While the article gets into some technical (and technology) aspects of the program, one part of the article stands out, and that’s the focus on personalization. In the author’s words, “Personalization wins loyalty.”
How To Use a Customer Engagement Model That Builds Loyalty by Shopify
(Shopify) Brand affinity doesn’t form overnight. Customers gain familiarity and, ideally, confidence in your brand through various interactions—from social posts to purchases to email campaigns. Every customer touchpoint is a valuable opportunity to foster brand loyalty. Make the most of each one by developing a customer engagement strategy for every step of their journey.
My Comment: I remember when people started using the term customer experience to describe customer service. It changed over time to what it is today; the end-to-end experience a customer has with any and every interaction they have with a company or brand. The same thing is happening with customer engagement. The past definition (which still works today) has focused on how a company interacts with its customers. A new term that I’ve been hearing about is worthy of consideration: a customer engagement model. Some may call it a fancy word of taking a journey map to the next level. However you see it, it’s a concept to consider. This article will get you thinking about it.
Fresh Ideas to Spark Customer Engagement by Megan Jones
(Call Centre Helper) Customer engagement is critical to maintaining a loyal customer base, but achieving this consistently is a challenge! So how do you keep things fresh and interesting?
My Comment: Speaking of customer engagement, check out this compilation article from several customer experience experts (myself included) on different ways your employees (especially in the customer support world) can better engage with their customers.
10 Customer Experience Tools for 2025 by Francesca Di Meglio
(CX Network) Learn about how artificial intelligence copilots, agentic AI, CRMs, omniservice tools and more are improving CX.
My Comment: The future is now! Here is a list of 10 tools that businesses are using to improve customer experience. AI and technology are fueling CX. Here’s a list of ten to give you an idea of what some companies are using. But, I caution that technology isn’t always the answer. (Check out the article I wrote – just this week – on six game-changing AI customer service and CX strategies.
BONUS
“I Have No Clue”: 30 Hilariously Useless Customer Support Interactions by Simona Kinderytė, Mindaugas Balčiauskas and Robyn Smith
(Bored Panda) Customer support agents, whether real or “robot”, are supposed to *help* customers. But honestly, sometimes they do the exact opposite. People have been sharing their infuriating encounters online and wow, we don’t know whether to laugh or cry.
My Comment: Want to laugh? Read this article on 30 customer support interactions. Bored Panda has put together another list. They also interviewed me about how companies can improve their support. You’ll laugh, and you’ll learn!
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.
February 12, 2025
Six Game-Changing AI Customer Service and CX Strategies
AI is reshaping customer service and customer experience faster than we could ever imagine. But some are getting it wrong. While everyone’s racing to implement AI, many are missing the most important part – keeping the human element alive. Smart companies have found the balance between the human touch and the digital experience. One of my favorite AI and marketing experts is Ford Saeks, who recently released his latest book, AI Mindshift: Unleash the Power of AI, Avoid the Pitfalls, and Keep the Human Experience . The book is filled with practical strategies and tactics to help organizations leverage AI while maintaining the personal touch. The book isn’t about which specific AI tools to use. Many of those will be obsolete in a very short time. It’s about how to think about AI, hence the title, AI Mindshift. With that in mind, here are some of my top takeaways from the book:
The Human-AI Balance Is Essential: This is the book’s central theme. Don’t fall into the trap of thinking AI can replace your customer service team. Instead, let AI handle the routine questions and problems while keeping your people focused on what they do best – building relationships and handling more complicated issues. This creates efficiency without sacrificing the personal touch customers value.
Speed Matters: Your customers want answers now, not later. AI can deliver immediate first responses through chatbots, but here’s the key – make sure your customers can seamlessly transition to a human agent when needed. I refer to this as Time to Happiness – how quickly you can move a customer from frustrated to satisfied. The faster, the better.
Feedback Is Your Friend: Create processes to continuously gather both customer and employee feedback about AI interactions. Consistently use this data to refine and improve your AI systems. If customers are frustrated with certain AI responses, fix them quickly. Otherwise, your faulty systems may frustrate your customers and drive them to the competition.
Practice “Ethical AI” in Customer Service : Saeks emphasizes two big areas: transparency about when customers interact with AI versus humans and making sure your AI technology protects your customers’ privacy and data.
Proactive Support: If you want to impress your customers, identify issues or problems before the customer finds them. Then, tell them you did. AI can help identify these issues.
Think Big, but Start Small : Begin AI implementation with specific, manageable customer service tasks rather than trying to overhaul everything at once. For example, start with AI handling basic FAQs, then gradually expand to more complex customer interactions as you learn what works. Remember the old saying, “Rome wasn’t built in a day.”
The bottom line is this: AI isn’t about replacing your customer service team. It’s about making them more amazing at what they do. Saeks’ book reminds us that the future of customer service and CX isn’t about choosing between AI and humans. It’s about combining both to create experiences that 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 .
February 10, 2025
Making Your Company AI-Ready with Simon Kriss
This episode of
Amazing Business Radio with Shep Hyken
answers the following questions and more:
How can AI simplify the process of delivering a seamless customer experience?
How can AI enhance customer service while balancing technology and human interaction?
What is the impact of AI on customer service jobs?
How can customer support roles evolve with AI?
How can companies ensure their data is ready and accessible for AI to enhance customer experience?
Top Takeaways
AI is revolutionizing the customer experience by automating processes to make them faster, cheaper, and more efficient. By integrating AI into customer support, companies can meet their customers’ needs while simultaneously reducing operational costs.
The key is to use AI without losing the human touch. Customers still appreciate human interactions, but they also want convenience. AI can support this by handling routine tasks, allowing human agents to focus on more complex and meaningful interactions.
When starting with AI, building a tolerance for failure is important. Think of AI as an employee working on your business and realize that if you don’t train them properly (making sure AI can access your knowledge base, practicing writing clear and correct prompts, etc.), they will not deliver what you want.
As AI continues to evolve, it will change how customers interact with brands. In the future, individuals might rely more on AI to make decisions for them, like choosing which brands to do business with. Companies need to ensure their data is accessible and optimized for AI to keep up with customer expectations.
Will AI cause people to lose their jobs? Every new technology causes job loss. But, it is less about job elimination and more about job transformation. Many roles currently held by human employees that deal with simple, repetitive tasks can now be automated with AI. These changes can open new roles and opportunities, such as employees shifting to monitoring AI systems or developing AI-driven solutions.
AI can offer deeper insights into customer preferences and behaviors. By analyzing past interactions, it can predict what kind of service or products a customer might need next. This can enhance customer experience by helping companies anticipate customer needs.
Plus, Shep and Simon explore how AI continues to shape customers’ daily lives and how companies can leverage it to their advantage. Tune in!
Quotes:
“When it comes to customer service and experience, leaders need to think about how they can explore AI. What new things can they do? What new services can they offer? If you had a magic wand, what would you want to do for your customers that you can’t do today? And, how can AI enable that?”
“Your customers can now know more about your company than you do by using AI to scrape your website and documentation. If customers can self-serve like that using AI, when they come to you, they are expecting you to be just as smart.”
“Those that lean into AI earlier are the ones that are really going to win because they are going to be the AI leaders.”
“Get in, get your hands dirty, start playing with AI if you haven’t before, and build a tolerance for failure. This is a very new tech, and don’t expect that the first time you write a prompt or try to do something, it will work out exactly how you thought it would.”
About:
Simon Kriss is the Chief AI Officer at simonkriss.ai. He is a keynote speaker, author of The AI Empowered Customer Experience, The AI Empowered Customer Experience, podcast host, and one of CX Network’s top 50 customer experience influencers to follow in 2024.
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 AI simplify the process of delivering a seamless customer experience?
How can AI enhance customer service while balancing technology and human interaction?
What is the impact of AI on customer service jobs?
How can customer support roles evolve with AI?
How can companies ensure their data is ready and accessible for AI to enhance customer experience?
Top Takeaways
AI is revolutionizing the customer experience by automating processes to make them faster, cheaper, and more efficient. By integrating AI into customer support, companies can meet their customers’ needs while simultaneously reducing operational costs.
The key is to use AI without losing the human touch. Customers still appreciate human interactions, but they also want convenience. AI can support this by handling routine tasks, allowing human agents to focus on more complex and meaningful interactions.
When starting with AI, building a tolerance for failure is important. Think of AI as an employee working on your business and realize that if you don’t train them properly (making sure AI can access your knowledge base, practicing writing clear and correct prompts, etc.), they will not deliver what you want.
As AI continues to evolve, it will change how customers interact with brands. In the future, individuals might rely more on AI to make decisions for them, like choosing which brands to do business with. Companies need to ensure their data is accessible and optimized for AI to keep up with customer expectations.
Will AI cause people to lose their jobs? Every new technology causes job loss. But, it is less about job elimination and more about job transformation. Many roles currently held by human employees that deal with simple, repetitive tasks can now be automated with AI. These changes can open new roles and opportunities, such as employees shifting to monitoring AI systems or developing AI-driven solutions.
AI can offer deeper insights into customer preferences and behaviors. By analyzing past interactions, it can predict what kind of service or products a customer might need next. This can enhance customer experience by helping companies anticipate customer needs.
Plus, Shep and Simon explore how AI continues to shape customers’ daily lives and how companies can leverage it to their advantage. Tune in!
Quotes:
“When it comes to customer service and experience, leaders need to think about how they can explore AI. What new things can they do? What new services can they offer? If you had a magic wand, what would you want to do for your customers that you can’t do today? And, how can AI enable that?”
“Your customers can now know more about your company than you do by using AI to scrape your website and documentation. If customers can self-serve like that using AI, when they come to you, they are expecting you to be just as smart.”
“Those that lean into AI earlier are the ones that are really going to win because they are going to be the AI leaders.”
“Get in, get your hands dirty, start playing with AI if you haven’t before, and build a tolerance for failure. This is a very new tech, and don’t expect that the first time you write a prompt or try to do something, it will work out exactly how you thought it would.”
About:
Simon Kriss is the Chief AI Officer at simonkriss.ai. He is a keynote speaker, author of The AI Empowered Customer Experience, The AI Empowered Customer Experience, podcast host, and one of CX Network’s top 50 customer experience influencers to follow in 2024.
Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio .
February 9, 2025
Top 5 Customer Service & CX Articles for Week of February 10, 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.
5 Touchdowns: How the NFL Is Winning over Fans by Francesca Di Meglio
(CX Network) By leveraging data analytics and offering personalized experiences, football is growing exponentially.
My Comment: We kick off this week’s Top Five roundup with a nod to yesterday’s biggest sporting event in the US, the Super Bowl. This article focuses on how the NFL (National Football League for those outside the US) continues to work on the customer/fan experience. You don’t have to own a football (or any other sports) team to take advantage of these ideas. And if you like this article, be sure to click on the links at the bottom of the article that include further insights into how sports teams and events around the world are meeting and exceeding their fans’ expectations.
Fresh Ideas to Spark Customer Engagement by Dan Pratt
(Call Centre Helper) Customer engagement is critical to maintaining a loyal customer base, but achieving this consistently is a challenge! So how do you keep things fresh and interesting?
My Comment: Our friends at CallCentre Helper have once again assembled a group of experts to talk about relevant customer service and CX topics, and this time, the focus is on ways to keep customer engagement fresh and interesting. I’ve always said that achieving excellence in service and CX is a journey without a destination. Over the years, CX has evolved with new ideas, enhancements, and technology that drive a better experience and engagement. This article includes 15 ideas from nine industry experts.
15 Customer Experience Predictions for 2025 by Adrian Swinscoe
(CustomerThink) This year, 208 different leaders in the service and experience space submitted 396 different predictions, which represents a nearly 50% growth in both the number of people who have participated in the process and the number of predictions they have submitted compared to last year’s predictions.
My Comment: Andrian Swinscoe is a fellow CX expert from the UK. He surveyed 208 leaders in the service and CX space, asking them to share their predictions. He received 396! (Some obviously shared more than one!) It must have been a tough job to narrow them all down to the 15 he included in this article. Perhaps he will do a “Part Two” or follow-up article later this year.
10 Customer Experience Leaders Share Their Most Valuable Lessons by Floyd March
(CX Today) When leaders share best practices and learn from one another, customer experiences improve. In this spirit, CX Today’s All-Star initiative was born. Today’s All-Star line-up is stacked with industry leaders who have seen it all: the good, the bad, and the ugly. Recalling these experiences, 10 leaders put forward their most treasured lessons, which have held them in good stead as their careers have progressed.
My Comment: Here’s another compilation of information from ten CX leaders. This time, we get lessons from leaders from all types of businesses and industries. These are short, pithy lessons that will make us think and hopefully take action. Number three is my favorite: Invest in CX, and Brand Loyalty will pay you back. Yes, repeat business and loyalty (and more good results) can come from investing in the customer experience.
Starbucks and the Future of Customer Loyalty by Bill Hanifin
(The Wise Marketer) Starbucks went on to report declines in guest traffic across all channels and day parts, with the most pronounced decline in the afternoon day part. A decline in non-Starbucks rewards member visits was highlighted as frequency also slowed across all Starbucks Rewards member deciles in comparison to the prior year.
My Comment: We wrap up this week’s roundup with insights from Starbucks. Brian Niccol is the new Chairman and CEO of Starbucks. He’s got a background with major brands that could positively impact the brand, which has had its share of problems in the past few years. What caught my eye was that Niccol may pull back from the Starbucks rewards program to focus on operational efficiency and the in-store experience. The perks of the rewards are one thing, but the way to get customers back is to give them the best experience possible.
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.
5 Touchdowns: How the NFL Is Winning over Fans by Francesca Di Meglio
(CX Network) By leveraging data analytics and offering personalized experiences, football is growing exponentially.
My Comment: We kick off this week’s Top Five roundup with a nod to yesterday’s biggest sporting event in the US, the Super Bowl. This article focuses on how the NFL (National Football League for those outside the US) continues to work on the customer/fan experience. You don’t have to own a football (or any other sports) team to take advantage of these ideas. And if you like this article, be sure to click on the links at the bottom of the article that include further insights into how sports teams and events around the world are meeting and exceeding their fans’ expectations.
Fresh Ideas to Spark Customer Engagement by Dan Pratt
(Call Centre Helper) Customer engagement is critical to maintaining a loyal customer base, but achieving this consistently is a challenge! So how do you keep things fresh and interesting?
My Comment: Our friends at CallCentre Helper have once again assembled a group of experts to talk about relevant customer service and CX topics, and this time, the focus is on ways to keep customer engagement fresh and interesting. I’ve always said that achieving excellence in service and CX is a journey without a destination. Over the years, CX has evolved with new ideas, enhancements, and technology that drive a better experience and engagement. This article includes 15 ideas from nine industry experts.
15 Customer Experience Predictions for 2025 by Adrian Swinscoe
(CustomerThink) This year, 208 different leaders in the service and experience space submitted 396 different predictions, which represents a nearly 50% growth in both the number of people who have participated in the process and the number of predictions they have submitted compared to last year’s predictions.
My Comment: Andrian Swinscoe is a fellow CX expert from the UK. He surveyed 208 leaders in the service and CX space, asking them to share their predictions. He received 396! (Some obviously shared more than one!) It must have been a tough job to narrow them all down to the 15 he included in this article. Perhaps he will do a “Part Two” or follow-up article later this year.
10 Customer Experience Leaders Share Their Most Valuable Lessons by Floyd March
(CX Today) When leaders share best practices and learn from one another, customer experiences improve. In this spirit, CX Today’s All-Star initiative was born. Today’s All-Star line-up is stacked with industry leaders who have seen it all: the good, the bad, and the ugly. Recalling these experiences, 10 leaders put forward their most treasured lessons, which have held them in good stead as their careers have progressed.
My Comment: Here’s another compilation of information from ten CX leaders. This time, we get lessons from leaders from all types of businesses and industries. These are short, pithy lessons that will make us think and hopefully take action. Number three is my favorite: Invest in CX, and Brand Loyalty will pay you back. Yes, repeat business and loyalty (and more good results) can come from investing in the customer experience.
Starbucks and the Future of Customer Loyalty by Bill Hanifin
(The Wise Marketer) Starbucks went on to report declines in guest traffic across all channels and day parts, with the most pronounced decline in the afternoon day part. A decline in non-Starbucks rewards member visits was highlighted as frequency also slowed across all Starbucks Rewards member deciles in comparison to the prior year.
My Comment: We wrap up this week’s roundup with insights from Starbucks. Brian Niccol is the new Chairman and CEO of Starbucks. He’s got a background with major brands that could positively impact the brand, which has had its share of problems in the past few years. What caught my eye was that Niccol may pull back from the Starbucks rewards program to focus on operational efficiency and the in-store experience. The perks of the rewards are one thing, but the way to get customers back is to give them the best experience possible.
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.
February 4, 2025
Don’t Wait to Get Feedback Until After the Experience Is Over
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I love talking to other CX experts, especially when they are “in the trenches,” working for companies and organizations that practice what they preach. I recently talked with one of those experts, Gabriel Masili of Granicus, a company that provides government agencies worldwide with technology and support that creates a better citizen experience. Not only does Granicus create a good CX for its customers, but it also helps its customers create a great experience for their customers. G, as he likes to be called, shared a great idea in our recent interview on Amazing Business Radio. He talked about collecting feedback during the experience in addition to asking for it after the experience.
Asking for Feedback during the Process
If this topic sounds familiar, it might be because I covered the concept of real-time feedback after interviewing Adam Alfia, whose company is called Realtime Feedback. G’s take on the concept is a little different, especially as it relates to the government’s efforts to create a better experience.
In our interview, G mentioned that asking for feedback during the process is a way to capture the customer’s general sentiment about the experience they are having. For example, if there is a digital process you’re taking the customer through, you might ask, “Do you understand what we’ve shared so far?” A simple option of yes or no will give you insight. If everyone answers “Yes,” you know you have a good process. If many customers answer “No,” you now recognize there is an opportunity to improve. But what if just a few people answer, “No”? That is when you escalate the customer to someone who can help in real time. In G’s words, “You extract the customer from the experience” and help them at that moment rather than force them to go through a process that, for them, could be confusing, cumbersome, or just not pleasant.
“In the Moment” Feedback
This reminded me of an experience I am having more and more after checking into a hotel. About five or ten minutes after I’m in my room, the phone rings. It’s the person at the front desk checking with me to make sure the room is as expected. If it’s not, this “in the moment” feedback will fix any problems long before my experience is over.
The simplest example I can think of happens at a restaurant when the server comes back to our table a few minutes after the food was brought to us. He asked if everything was cooked to our satisfaction. If not, the entrée can be taken back to the kitchen. The alternative is to wait until the meal is over to find out about any problems, and by then, it’s too late.
The point is that there is a right time – even a better time – to ask for feedback, and sometimes, it is in the middle of the experience, not at the end. So here’s your homework. Sit down with your team and brainstorm how you can get feedback during the experience, not just after it. It may or may not be something you can do in your organization, but it is a conversation that is definitely worth having.
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 .
I love talking to other CX experts, especially when they are “in the trenches,” working for companies and organizations that practice what they preach. I recently talked with one of those experts, Gabriel Masili of Granicus, a company that provides government agencies worldwide with technology and support that creates a better citizen experience. Not only does Granicus create a good CX for its customers, but it also helps its customers create a great experience for their customers. G, as he likes to be called, shared a great idea in our recent interview on Amazing Business Radio. He talked about collecting feedback during the experience in addition to asking for it after the experience. Asking for Feedback during the Process
If this topic sounds familiar, it might be because I covered the concept of real-time feedback after interviewing Adam Alfia, whose company is called Realtime Feedback. G’s take on the concept is a little different, especially as it relates to the government’s efforts to create a better experience.
In our interview, G mentioned that asking for feedback during the process is a way to capture the customer’s general sentiment about the experience they are having. For example, if there is a digital process you’re taking the customer through, you might ask, “Do you understand what we’ve shared so far?” A simple option of yes or no will give you insight. If everyone answers “Yes,” you know you have a good process. If many customers answer “No,” you now recognize there is an opportunity to improve. But what if just a few people answer, “No”? That is when you escalate the customer to someone who can help in real time. In G’s words, “You extract the customer from the experience” and help them at that moment rather than force them to go through a process that, for them, could be confusing, cumbersome, or just not pleasant.
“In the Moment” Feedback
This reminded me of an experience I am having more and more after checking into a hotel. About five or ten minutes after I’m in my room, the phone rings. It’s the person at the front desk checking with me to make sure the room is as expected. If it’s not, this “in the moment” feedback will fix any problems long before my experience is over.
The simplest example I can think of happens at a restaurant when the server comes back to our table a few minutes after the food was brought to us. He asked if everything was cooked to our satisfaction. If not, the entrée can be taken back to the kitchen. The alternative is to wait until the meal is over to find out about any problems, and by then, it’s too late.
The point is that there is a right time – even a better time – to ask for feedback, and sometimes, it is in the middle of the experience, not at the end. So here’s your homework. Sit down with your team and brainstorm how you can get feedback during the experience, not just after it. It may or may not be something you can do in your organization, but it is a conversation that is definitely worth having.
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 .
February 3, 2025
Transforming Ordinary Businesses Through Extraordinary Experiences with Vance Morris
This episode of
Amazing Business Radio with Shep Hyken
answers the following questions and more:
What Disney customer experience principles can be applied to enhance customer service in other industries?
How can businesses create an emotional connection with customers?
How can businesses use unique customer experiences to stand out in a competitive market?
What role does employee interaction play in creating memorable customer experiences?
How does a business enhance customer loyalty without relying on points or discount programs?
Top Takeaways
People remember how they feel when engaging with a brand, which means creating unique and memorable experiences can truly set a business apart from the competition.
Customers are willing to pay more for excellent service. An elevated customer experience often allows companies to charge a premium price and cultivate a loyal customer base.
Building emotional connections with customers is more powerful than relying solely on points and perks in loyalty programs. When customers can relate to and feel an emotional bond with the brand or its employees (it takes only one), it creates loyalty. Sharing personal stories that resonate with customers and supporting social causes that are important to them makes customers love doing business with a company.
The points and perks are incentives for customers to do business with a company, but they shouldn’t be the only reason. If the customer experience isn’t great, you will lose your customers as soon as a competitor comes up with a similar program or something better.
Retaining existing customers is significantly more cost-effective than acquiring new ones. Loyal customers who have had positive experiences are more likely to make repeat purchases, spend more over time, and recommend a brand to others.
Plus, Vance shares examples of fundamental business transformation through amazing customer experience. Tune in!
Quotes:
“Customer service begins before the sale. It begins with marketing, preparation, and training. It begins with the first interaction your company has with your customers.”
“Customer experience is the only differentiator in a world of sameness.”
“Loyalty happens when an emotional connection between the employees and the customer is created. If you can create an emotional connection with your customers, they give you a lot of latitude. If you do screw up, they are more forgiving. And, they stick with you longer.”
“It’s not the customer’s job to remember us. It is our job to remind our customers that we exist and why.”
“Nobody wants to be sold to. If the only time you ever hear from a company is when they want to sell you something, that’s not a relationship.”
About:
Vance Morris helps businesses successfully apply Disney’s principles to create memorable experiences. He is also a keynote speaker and the author of Systematic Magic: 7 Magic Keys to Disnify Any Business: How to Out Serve, Out Price & Out Market Your Competition in Any Economy.
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 Disney customer experience principles can be applied to enhance customer service in other industries?
How can businesses create an emotional connection with customers?
How can businesses use unique customer experiences to stand out in a competitive market?
What role does employee interaction play in creating memorable customer experiences?
How does a business enhance customer loyalty without relying on points or discount programs?
Top Takeaways
People remember how they feel when engaging with a brand, which means creating unique and memorable experiences can truly set a business apart from the competition.
Customers are willing to pay more for excellent service. An elevated customer experience often allows companies to charge a premium price and cultivate a loyal customer base.
Building emotional connections with customers is more powerful than relying solely on points and perks in loyalty programs. When customers can relate to and feel an emotional bond with the brand or its employees (it takes only one), it creates loyalty. Sharing personal stories that resonate with customers and supporting social causes that are important to them makes customers love doing business with a company.
The points and perks are incentives for customers to do business with a company, but they shouldn’t be the only reason. If the customer experience isn’t great, you will lose your customers as soon as a competitor comes up with a similar program or something better.
Retaining existing customers is significantly more cost-effective than acquiring new ones. Loyal customers who have had positive experiences are more likely to make repeat purchases, spend more over time, and recommend a brand to others.
Plus, Vance shares examples of fundamental business transformation through amazing customer experience. Tune in!
Quotes:
“Customer service begins before the sale. It begins with marketing, preparation, and training. It begins with the first interaction your company has with your customers.”
“Customer experience is the only differentiator in a world of sameness.”
“Loyalty happens when an emotional connection between the employees and the customer is created. If you can create an emotional connection with your customers, they give you a lot of latitude. If you do screw up, they are more forgiving. And, they stick with you longer.”
“It’s not the customer’s job to remember us. It is our job to remind our customers that we exist and why.”
“Nobody wants to be sold to. If the only time you ever hear from a company is when they want to sell you something, that’s not a relationship.”
About:
Vance Morris helps businesses successfully apply Disney’s principles to create memorable experiences. He is also a keynote speaker and the author of Systematic Magic: 7 Magic Keys to Disnify Any Business: How to Out Serve, Out Price & Out Market Your Competition in Any Economy.
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 February 3, 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.
Employee Detachment Threatens Customer Satisfaction by Andy Kemp
(Gallup) Employees are feeling increasingly disconnected and disenchanted with their employers, and amid the Great Detachment, their connection to the mission and purpose of their organization continues to erode.
My Comment: I’ve said this many times before: What happens on the inside of an organization is felt on the outside by the customer. This article covers employees who are losing (or never had) pride in the companies they work for – specifically the pride in the quality and services they sell. (Last year I wrote an article about The Employee Hierarchy of Needs , and at the top of the pyramid is fulfillment.) How can you expect employees to be excited and fulfilled about working and engaging properly with customers if they are “detached,” which is how this problem is described? It’s imperative for companies to keep employees motivated and proud of the company they work for.
The 2025 Customer Service Transformation Report by Intercom
(Intercom) For years, we’ve tracked gradual changes – staffing struggles, rising customer expectations, the shift to digital-first. But AI has turned customer service upside down, forcing every team to rethink how they operate, scale, and deliver.
My Comment: I have the honor of working with Intercom, and they just released the 2025 Customer Transformation Report. This report is an overview of what’s happening in the customer service world and all the changes taking place because of AI. You’ll have to download the report, but it’s well worth taking a moment to do so. The insights shared are… dare I say it… “transformative.”
Are Your Cx Metrics Hurting Your Customer Experience? by Raj Sivasubramanian
(MarTech) Setting performance goals against CX metrics like NPS, CSAT or CES can backfire, demotivate employees and harm customer experiences.
My Comment: Using the right metrics can make a difference in understanding the opportunities, dangers, weaknesses, and more about your CX. The question I’m often asked is, “Which metrics are best?” It’s not which is best. Many are “best” based on how you use them. The key is to not use them for the wrong reasons. This article points out the problems that are associated with using the metrics the wrong way. The result can be a demotivated team and lower customer satisfaction scores.
61% of CX Practitioners Agree: Governments Should Mandate the Right to Speak to a Human In Customer Service by Floyd March
(CX Today) The study comes as the US Government strives to enforce “single button” human customer service
My Comment: This is an interesting article about governments requiring companies and brands to make it easier to connect to a live agent for support. Some companies make it easy to buy from them but make it hard – with lots of friction – to get help. It’s intriguing that the government wants to push this type of legislation. In the end, however, the customer will let the company know. If customers can’t get the support they need from one company, they may leave and try a different company hoping for a better result.
7 Signs Your Loyalty Program Needs a Redesign by Cassie Preston
(Retail Dive) In a fast-paced world where shopper behaviors evolve rapidly, loyalty programs must adapt to stay effective. A “set it and forget it” approach won’t engage today’s consumers. Regular reviews and updates are essential. Here are seven signs your loyalty program may need a redesign.
My Comment: Does my customer love my loyalty program… or not? Here are seven reasons why a loyalty program might fail. If you have a loyalty program and are experiencing any of these “symptoms,” it may be time to take a close look at how effective the program is.
BONUS
“What Twenty Years Is Worth To My Company”: 30 Of The Most Insulting Work Bonuses (New Pics) by Robyn Smith, Aurelija Rakauskaitė and Ieva Pečiulytė
(Bored Panda) People have been sharing the most ridiculous company bonuses, gifts and perks, and some are so strange they’re insulting: a rock, an empty tin, a handful of sweets. These are just a few of the random rewards that employees were expected to be grateful for.
My Comment: Appreciating customers and employees with gifts and cards can go a long way when doing it right. I was interviewed by Bored Panda about this topic, and the emphasis of their article turned to employee bonuses, gifts, and perks. I had a few ideas to share. When the article mentions that I completed an advanced masterclass in corporate gift giving, I was referring to what my late friend, John Ruhlin, taught me. There are plenty of bad examples of what companies have done for employees – may of which will make you laugh out loud.
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.
Employee Detachment Threatens Customer Satisfaction by Andy Kemp
(Gallup) Employees are feeling increasingly disconnected and disenchanted with their employers, and amid the Great Detachment, their connection to the mission and purpose of their organization continues to erode.
My Comment: I’ve said this many times before: What happens on the inside of an organization is felt on the outside by the customer. This article covers employees who are losing (or never had) pride in the companies they work for – specifically the pride in the quality and services they sell. (Last year I wrote an article about The Employee Hierarchy of Needs , and at the top of the pyramid is fulfillment.) How can you expect employees to be excited and fulfilled about working and engaging properly with customers if they are “detached,” which is how this problem is described? It’s imperative for companies to keep employees motivated and proud of the company they work for.
The 2025 Customer Service Transformation Report by Intercom
(Intercom) For years, we’ve tracked gradual changes – staffing struggles, rising customer expectations, the shift to digital-first. But AI has turned customer service upside down, forcing every team to rethink how they operate, scale, and deliver.
My Comment: I have the honor of working with Intercom, and they just released the 2025 Customer Transformation Report. This report is an overview of what’s happening in the customer service world and all the changes taking place because of AI. You’ll have to download the report, but it’s well worth taking a moment to do so. The insights shared are… dare I say it… “transformative.”
Are Your Cx Metrics Hurting Your Customer Experience? by Raj Sivasubramanian
(MarTech) Setting performance goals against CX metrics like NPS, CSAT or CES can backfire, demotivate employees and harm customer experiences.
My Comment: Using the right metrics can make a difference in understanding the opportunities, dangers, weaknesses, and more about your CX. The question I’m often asked is, “Which metrics are best?” It’s not which is best. Many are “best” based on how you use them. The key is to not use them for the wrong reasons. This article points out the problems that are associated with using the metrics the wrong way. The result can be a demotivated team and lower customer satisfaction scores.
61% of CX Practitioners Agree: Governments Should Mandate the Right to Speak to a Human In Customer Service by Floyd March
(CX Today) The study comes as the US Government strives to enforce “single button” human customer service
My Comment: This is an interesting article about governments requiring companies and brands to make it easier to connect to a live agent for support. Some companies make it easy to buy from them but make it hard – with lots of friction – to get help. It’s intriguing that the government wants to push this type of legislation. In the end, however, the customer will let the company know. If customers can’t get the support they need from one company, they may leave and try a different company hoping for a better result.
7 Signs Your Loyalty Program Needs a Redesign by Cassie Preston
(Retail Dive) In a fast-paced world where shopper behaviors evolve rapidly, loyalty programs must adapt to stay effective. A “set it and forget it” approach won’t engage today’s consumers. Regular reviews and updates are essential. Here are seven signs your loyalty program may need a redesign.
My Comment: Does my customer love my loyalty program… or not? Here are seven reasons why a loyalty program might fail. If you have a loyalty program and are experiencing any of these “symptoms,” it may be time to take a close look at how effective the program is.
BONUS
“What Twenty Years Is Worth To My Company”: 30 Of The Most Insulting Work Bonuses (New Pics) by Robyn Smith, Aurelija Rakauskaitė and Ieva Pečiulytė
(Bored Panda) People have been sharing the most ridiculous company bonuses, gifts and perks, and some are so strange they’re insulting: a rock, an empty tin, a handful of sweets. These are just a few of the random rewards that employees were expected to be grateful for.
My Comment: Appreciating customers and employees with gifts and cards can go a long way when doing it right. I was interviewed by Bored Panda about this topic, and the emphasis of their article turned to employee bonuses, gifts, and perks. I had a few ideas to share. When the article mentions that I completed an advanced masterclass in corporate gift giving, I was referring to what my late friend, John Ruhlin, taught me. There are plenty of bad examples of what companies have done for employees – may of which will make you laugh out loud.
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.
