Shep Hyken's Blog, page 12
March 10, 2025
Top 5 Customer Service & CX Articles for Week of March 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.
Loyalty Programs by Marketoonist
(Marketoonist) According to BCG, the average US consumer now belongs to more than 15 loyalty programs. BCG also found that as the number of loyalty programs has increased, the less engaged and loyal consumers actually are.
My Comment: This week’s Top Five roundup starts with a fun take on loyalty programs. I’m a huge fan of cartoons, so much so that about ten years ago, I started creating cartoons to go with my weekly newsletter ( The Shepard Letter ) to give a visual and (usually) humorous take on the topic of my article. Tom Fishburne is a cartoonist and speaker who also does weekly cartoons, and this week, he not only shares a great cartoon about customer loyalty but also shares commentary and several other cartoons he’s created on the topic over the years. Get ready to smile!
Privacy-First Personalization in Marketing Wins Customer Trust by Atul Jindal
(CMSWire) Personalization gets customers hooked, but cross the privacy line, and they’ll ghost your brand. Here’s how to keep trust alive.
My Comment: As companies and brands use AI to help create personalized experiences, the topics of trust and transparency arise. This article makes the case of ensuring you have a “privacy first” policy. Anything less could erode trust with your customer, and customers who don’t trust you won’t buy from you.
Gratitude in Action: How Top Entrepreneurs Recognize Their Teams on Employee Appreciation Day by Entrepreneurs’ Organization
(Entrepreneurs’ Organization) Successful entrepreneurs know that when you treat employees well, they are more likely to treat your customers well. Thriving companies are built on a foundation of genuine appreciation. As a result, employee appreciation is fast becoming the crown jewel of company culture.
My Comment: National Employee Appreciation Day falls on the first Friday of March each year. This year, the Entrepreneurs’ Organization reached out to its membership and asked them how they recognize and appreciate their employees. Nine responses (mine included) shared some great ideas to consider. Remember, a good customer experience (CX) starts with a good employee experience (EX). Also, even though the “holiday” falls on one day a year, we should practice the idea of employee appreciation every day.
Getting Ghosted? 5 Ways to Boost Customer Loyalty by Foundever®
(Foundever®) Customer care has entered a new era — one where AI, automation and self-service are reshaping the landscape faster than you can say, “Let me speak to a manager.” While these tools enhance efficiency, they can also feel impersonal without careful attention and planning. So how do you strengthen customer loyalty while embracing digital convenience?
My Comment: Sometimes, customers just seem to disappear. We thought they were happy, but apparently, they were not. Of course, you want to create the experience that gets the customer to say, “I’ll be back,” yet today, it is more difficult than ever. In addition to competition, there are other ways companies are ramping up their CX that include automation, AI, and other enhancements to the experience. Here are five ideas to help you avoid being “ghosted” by your customer.
Survey Says: Students Are Customers by Colleen Flaherty
(Inside Higher Ed) More than three in five students consider themselves customers of their institution, according to a new analysis of Inside Higher Ed’s Student Voice data. Is that a bad thing?
My Comment: This is an article that takes the position that a college or university student should be treated as a customer. I love this idea and have been booked several times over the years to speak to teachers and school administrators (both primary and secondary education) about customer/student service. If you want to get a case study on how a University does this well, take a look at High Point University, which has been recognized as the #1 Best-Run college in the nation by The Princeton Review. Businesses want their customers to return and refer friends and family, so why not a college or university? By the way, the concept of “The Customer Is Always Right” does not apply to students who get the wrong answer on a test.
BONUS
2025 CX Senate: The Fate of Customer Experience by Metric Sherpa
(Metric Sherpa) Draped in Roman togas but armed with modern insights, Shep Hyken, Juanita Coley, Justin Robbins, Mary Drumond, and Nate Brown gather in this epic, no-nonsense discussion on the future of customer experience.
My Comment: This week, I was on a panel with several other customer service experts. We took a unique and very entertaining approach. The five of us on the panel were part of a “CX Senate” from ancient Roman times. If you want to see what I (and my colleagues) look like in a toga while talking about modern-day CX challenges, this is your chance. This is a great video. Nate Brown and Mary Drumond set up the premise in the first seven minutes or so, and then we launched into some great conversations about the problems and opportunities in CX. This is a YouTube video. Enjoy!
“This Is Just Evil”: Servers Share The Most Infuriating ‘Tips’ They’ve Ever Received by Simona Kinderytė, Rugile Baltrunaite, and Robyn Smith
(Bored Panda) Bored Panda has put together a jaw-dropping list of the wildest ways customers have “thanked” staff for serving them. And some might make you want to pay a little extra at your next restaurant visit to make up for other people’s bad behavior. We also spoke to customer service expert and best-selling author Shep Hyken about tipping culture.
My Comment: In the past few weeks, Robyn Smith at Bored Panda has interviewed me on several business-related topics. This week, she interviewed me about the “evil side of tipping” and sprinkled my commentary throughout more than 60 examples of bad tipping experiences posted on social media. Some of these examples will make you cringe, smile, and even laugh out loud (LOL)!
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.
Loyalty Programs by Marketoonist
(Marketoonist) According to BCG, the average US consumer now belongs to more than 15 loyalty programs. BCG also found that as the number of loyalty programs has increased, the less engaged and loyal consumers actually are.
My Comment: This week’s Top Five roundup starts with a fun take on loyalty programs. I’m a huge fan of cartoons, so much so that about ten years ago, I started creating cartoons to go with my weekly newsletter ( The Shepard Letter ) to give a visual and (usually) humorous take on the topic of my article. Tom Fishburne is a cartoonist and speaker who also does weekly cartoons, and this week, he not only shares a great cartoon about customer loyalty but also shares commentary and several other cartoons he’s created on the topic over the years. Get ready to smile!
Privacy-First Personalization in Marketing Wins Customer Trust by Atul Jindal
(CMSWire) Personalization gets customers hooked, but cross the privacy line, and they’ll ghost your brand. Here’s how to keep trust alive.
My Comment: As companies and brands use AI to help create personalized experiences, the topics of trust and transparency arise. This article makes the case of ensuring you have a “privacy first” policy. Anything less could erode trust with your customer, and customers who don’t trust you won’t buy from you.
Gratitude in Action: How Top Entrepreneurs Recognize Their Teams on Employee Appreciation Day by Entrepreneurs’ Organization
(Entrepreneurs’ Organization) Successful entrepreneurs know that when you treat employees well, they are more likely to treat your customers well. Thriving companies are built on a foundation of genuine appreciation. As a result, employee appreciation is fast becoming the crown jewel of company culture.
My Comment: National Employee Appreciation Day falls on the first Friday of March each year. This year, the Entrepreneurs’ Organization reached out to its membership and asked them how they recognize and appreciate their employees. Nine responses (mine included) shared some great ideas to consider. Remember, a good customer experience (CX) starts with a good employee experience (EX). Also, even though the “holiday” falls on one day a year, we should practice the idea of employee appreciation every day.
Getting Ghosted? 5 Ways to Boost Customer Loyalty by Foundever®
(Foundever®) Customer care has entered a new era — one where AI, automation and self-service are reshaping the landscape faster than you can say, “Let me speak to a manager.” While these tools enhance efficiency, they can also feel impersonal without careful attention and planning. So how do you strengthen customer loyalty while embracing digital convenience?
My Comment: Sometimes, customers just seem to disappear. We thought they were happy, but apparently, they were not. Of course, you want to create the experience that gets the customer to say, “I’ll be back,” yet today, it is more difficult than ever. In addition to competition, there are other ways companies are ramping up their CX that include automation, AI, and other enhancements to the experience. Here are five ideas to help you avoid being “ghosted” by your customer.
Survey Says: Students Are Customers by Colleen Flaherty
(Inside Higher Ed) More than three in five students consider themselves customers of their institution, according to a new analysis of Inside Higher Ed’s Student Voice data. Is that a bad thing?
My Comment: This is an article that takes the position that a college or university student should be treated as a customer. I love this idea and have been booked several times over the years to speak to teachers and school administrators (both primary and secondary education) about customer/student service. If you want to get a case study on how a University does this well, take a look at High Point University, which has been recognized as the #1 Best-Run college in the nation by The Princeton Review. Businesses want their customers to return and refer friends and family, so why not a college or university? By the way, the concept of “The Customer Is Always Right” does not apply to students who get the wrong answer on a test.
BONUS
2025 CX Senate: The Fate of Customer Experience by Metric Sherpa
(Metric Sherpa) Draped in Roman togas but armed with modern insights, Shep Hyken, Juanita Coley, Justin Robbins, Mary Drumond, and Nate Brown gather in this epic, no-nonsense discussion on the future of customer experience.
My Comment: This week, I was on a panel with several other customer service experts. We took a unique and very entertaining approach. The five of us on the panel were part of a “CX Senate” from ancient Roman times. If you want to see what I (and my colleagues) look like in a toga while talking about modern-day CX challenges, this is your chance. This is a great video. Nate Brown and Mary Drumond set up the premise in the first seven minutes or so, and then we launched into some great conversations about the problems and opportunities in CX. This is a YouTube video. Enjoy!
“This Is Just Evil”: Servers Share The Most Infuriating ‘Tips’ They’ve Ever Received by Simona Kinderytė, Rugile Baltrunaite, and Robyn Smith
(Bored Panda) Bored Panda has put together a jaw-dropping list of the wildest ways customers have “thanked” staff for serving them. And some might make you want to pay a little extra at your next restaurant visit to make up for other people’s bad behavior. We also spoke to customer service expert and best-selling author Shep Hyken about tipping culture.
My Comment: In the past few weeks, Robyn Smith at Bored Panda has interviewed me on several business-related topics. This week, she interviewed me about the “evil side of tipping” and sprinkled my commentary throughout more than 60 examples of bad tipping experiences posted on social media. Some of these examples will make you cringe, smile, and even laugh out loud (LOL)!
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 4, 2025
How to Learn About Your Customers’ Complaints – Even When They Don’t Tell You
How would you like to know what made a customer angry or sad, leading them to leave a negative review? You might say, “I’ll just ask them,” and that’s a great answer. Direct feedback is a gift. But maybe there’s another way. I had a sit-down with Michael Podolsky, the CEO of PissedConsumer.com, a sounding board for consumers to leave comments and reviews when they can’t get the customer service they want or deserve. In our Amazing Business Radio interview, he suggested that a proactive approach to handling complaints is more than just meeting with your team to discuss what you’re hearing from customers or what you think makes them unhappy. Take the guesswork out of it. Short of direct feedback, which in my opinion is still the best way to learn if your customers love you (or not), read competitor reviews on their websites or in the B2B world and partake in industry forums to find out what customers are saying about the companies they do business with.
In addition to looking at competitors’ websites and industry forums, monitor social channels for mentions of your competitors. While most companies practice “social listening” for their own brands, paying attention to social mentions about your competition gives you a broader insight into what’s happening in your industry.
Based on what you learn, create a Complaint Prevention Checklist. For example, if customers frequently complain about long hold times when calling your competition’s customer support, examine your company’s response time. If customers are frustrated by your competition’s complicated return policies, make sure you aren’t guilty of the same.
This isn’t a “do it once” exercise. Take time each quarter – maybe even each month – to examine this type of feedback. Share insights with your team and use them to stay customer-focused and ahead of your competition. Recognize that there are two areas in which you want to compete: providing a better customer experience and having fewer complaints. In a perfect world, you would have no complaints.
In my book, I’ll Be Back: How to Get Customers to Come Back Again and Again , one of the six strategies I cover in the final chapter is to find out what your competition does well and adapt it to your company. Don’t copy, but use their ideas for inspiration to make it your own. And if you pay attention to Podolsky’s advice, you’ll also want to find out what your competition isn’t doing well. Of course, you’ll want to determine if your organization is guilty of the same behaviors or operational snafus and proactively seek to eliminate or mitigate the problems.
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 3, 2025
Achieving Zero Customer Complaints with Bill Price
This episode of
Amazing Business Radio with Shep Hyken
answers the following questions and more:
How do you get zero customer complaints?
What benefits do businesses gain by proactively eliminating customer complaints?
What is the cost of customer dissatisfaction?
Why is it important for company executives to engage directly with the customers?
What are the potential revenue losses associated with unresolved customer complaints?
Top Takeaways
Striving for zero complaints is about aiming to continuously improve and provide value for the customer. While it may not be entirely realistic to have zero complaints, the aspiration drives companies to proactively identify and manage issues before they become a point of friction for the customers.
It costs more to attract new customers than to retain current ones. A frictionless experience can make customers more likely to buy more, return, and recommend a business to others. Customers with consistently positive experiences are more likely to share them with friends and family. Companies that focus on reducing complaints and enhancing the customer experience often see higher retention rates and increased revenue.
Frequent complaints should serve as signals that something in the business process needs fixing. Businesses must listen attentively to what customers say and capture feedback from the frontline employees.
Handling customer complaints can be costly for businesses. It involves maintaining support centers, training staff, and investing in the technology to manage issues. Reducing complaints means these expenses can be minimized, resulting in significant cost savings.
There’s value in handling complaints well, as it can result in increased customer loyalty. However, it’s to prevent complaints from happening in the first place. By eliminating common pain points, businesses can focus on delivering exceptional experiences rather than resolving issues.
Plus, Shep and Bill discuss the role of a Chief Problem Officer and how the presence of a CPO in organizations leads to happier customers and employees. Tune in!
Quotes:
“When you treat your customers well and give them an easy, frictionless experience, not only will you keep them, but they’ll tell their friends about your business.”
“Customer retention isn’t just about keeping one customer. It’s about expanding your reach through your customers’ influence.”
“Most executives are too removed from the frontlines. They read reports and attend meetings, but they do not hear the real voice of the customer. They must get in front of the customers and experience serving them firsthand.”
“Don’t just do a really good job at handling the complaint. Figure out what those complaints are about and get rid of them at the root cause.”
About:
Bill Price is the President & Founder of Driva Solutions, LLC. and the co-author of four books, including The Best Service is No Service, Your Customer Rules!, The Frictionless Organization, and his latest, Zero Complaints.
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 do you get zero customer complaints?
What benefits do businesses gain by proactively eliminating customer complaints?
What is the cost of customer dissatisfaction?
Why is it important for company executives to engage directly with the customers?
What are the potential revenue losses associated with unresolved customer complaints?
Top Takeaways
Striving for zero complaints is about aiming to continuously improve and provide value for the customer. While it may not be entirely realistic to have zero complaints, the aspiration drives companies to proactively identify and manage issues before they become a point of friction for the customers.
It costs more to attract new customers than to retain current ones. A frictionless experience can make customers more likely to buy more, return, and recommend a business to others. Customers with consistently positive experiences are more likely to share them with friends and family. Companies that focus on reducing complaints and enhancing the customer experience often see higher retention rates and increased revenue.
Frequent complaints should serve as signals that something in the business process needs fixing. Businesses must listen attentively to what customers say and capture feedback from the frontline employees.
Handling customer complaints can be costly for businesses. It involves maintaining support centers, training staff, and investing in the technology to manage issues. Reducing complaints means these expenses can be minimized, resulting in significant cost savings.
There’s value in handling complaints well, as it can result in increased customer loyalty. However, it’s to prevent complaints from happening in the first place. By eliminating common pain points, businesses can focus on delivering exceptional experiences rather than resolving issues.
Plus, Shep and Bill discuss the role of a Chief Problem Officer and how the presence of a CPO in organizations leads to happier customers and employees. Tune in!
Quotes:
“When you treat your customers well and give them an easy, frictionless experience, not only will you keep them, but they’ll tell their friends about your business.”
“Customer retention isn’t just about keeping one customer. It’s about expanding your reach through your customers’ influence.”
“Most executives are too removed from the frontlines. They read reports and attend meetings, but they do not hear the real voice of the customer. They must get in front of the customers and experience serving them firsthand.”
“Don’t just do a really good job at handling the complaint. Figure out what those complaints are about and get rid of them at the root cause.”
About:
Bill Price is the President & Founder of Driva Solutions, LLC. and the co-author of four books, including The Best Service is No Service, Your Customer Rules!, The Frictionless Organization, and his latest, Zero Complaints.
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 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.
What Causes Customer Rage Today? by John A. Goodman
(CMSWire) When you are already upset and then encounter more frustration, the blood drains from your brain and goes to your muscles (fight or flight), and you stop thinking clearly. An upset customer is not a rational customer. While the struggle to reach a human is a top issue, rage is also rooted in unmet expectations and being treated unfairly, often with no apology.
My Comment: We kick off this week’s Top Five roundup with an article by John Goodman, one of the world’s top customer service and CX consultants, who teaches us what causes customer rage and how we can deal with it and prevent it. This is a powerful and important article that everyone should read. Enough said!
How Patagonia’s Repairs Program Drives Loyalty and Customer Advocacy by Michael Brady
(Retail Dive) Patagonia’s repair program is just one example of how the outdoor apparel brand has aligned its customer experience with its core values.
My Comment: Customers appreciate and like doing business with companies and brands that “give back.” My annual customer service and CX research found that 62% of US customers said they prefer to do business with a company that has a social cause that is important to them. Patagonia is one of the most socially conscious brands on the planet, and the “planet” is its cause. They are known for its sustainability mission, and this article demonstrates how an authentic cause that is baked into its mission drives customer loyalty.
CX Meaning: What Is Customer Experience & Why It Matters by Michael Hinshaw
(CustomerThink) That’s why customer experience isn’t just about products or services—it’s about the emotional connection customers have with a brand. And the businesses that prioritize CX—delivering seamless interactions, personalized service, and reliable experiences—are the ones that lead the way.
My Comment: What is CX? The author’s definition is simple and accurate: “It is the sum of all interactions a customer has with a business from the first time they hear about it to their ongoing relationship with the brand.” I like this article because it reminds us of the basics of CX and includes compelling information that reminds us why we need to relentlessly focus on managing CX.
Get the Message: Why Text-Based Channels Are Critical to Modern Customer Experience by Foundever
(Foundever) From social media messaging to in-app chat, text-based channels have never been more popular among consumers as a means of engaging with brands. And while text-based communication offers a host of inherent business benefits, integrating these channels into existing systems also presents challenges that organizations must navigate effectively.
My Comment: Do customers really want to use text messaging to communicate with the companies and brands they do business with? Our customer service research indicates that a third of your customers (36%) do, and that’s why you should read this article. Customers are increasingly using smartphones to communicate with brands in ways beyond the traditional phone, and text is providing more flexibility in how they communicate. Learn five ways text will boost your business and five potential challenges in implementing a texting program.
Leverage Consumer Trends to Enhance Customer Service Processes by Joanna Clark-Simpson
(CX Network) Joanna Clark-Simpson explains 5 ways customer service can improve, simply by paying attention to the latest consumer trends.
My Comment: When you understand consumer trends, you can leverage that insight into a better customer service experience. In other words, pay attention to how customers buy, what they say about your (and your competitors’) products, and more. The author shares five ways that understanding consumer trends (how consumers think and act) will help you improve customer service.
BONUS
The Next Evolution of Customer Experience: Q&A with Shep Hyken by Eric Stoessel
(Medallia) Celebrated CX luminary Shep Hyken shares his views on the next evolution of customer experience, from the expanding omnichannel journey to AI, personalization, and more.
My Comment: Medallia interviewed me for this article to share some of the ideas that I’ll be covering when I’m at their upcoming Experience ’25 conference in March at the beautiful Wynn in Las Vegas. We talk about what’s next for CX and more. Check out the article, and if you’re interested in attending the conference, here’s the link: https://www.medallia.com/experience/.
Health Care Myth-Takes to Avoid by Shep Hyken and Neil Baum, MD
(Physicians Practice) Let us discuss five myths with high stakes that could cost you money and patients and even result in complications and decreased outcomes.
My Comment: I recently wrote an article about “mythstakes,” the mistakes we make by believing a myth or anything we thought correct. My friend, Dr. Neil Baum, MD, asked if we could collaborate on tweaking the article for healthcare. It’s a great recap, and even if you’re not in healthcare, you’ll easily see the connection to your business.
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.
What Causes Customer Rage Today? by John A. Goodman
(CMSWire) When you are already upset and then encounter more frustration, the blood drains from your brain and goes to your muscles (fight or flight), and you stop thinking clearly. An upset customer is not a rational customer. While the struggle to reach a human is a top issue, rage is also rooted in unmet expectations and being treated unfairly, often with no apology.
My Comment: We kick off this week’s Top Five roundup with an article by John Goodman, one of the world’s top customer service and CX consultants, who teaches us what causes customer rage and how we can deal with it and prevent it. This is a powerful and important article that everyone should read. Enough said!
How Patagonia’s Repairs Program Drives Loyalty and Customer Advocacy by Michael Brady
(Retail Dive) Patagonia’s repair program is just one example of how the outdoor apparel brand has aligned its customer experience with its core values.
My Comment: Customers appreciate and like doing business with companies and brands that “give back.” My annual customer service and CX research found that 62% of US customers said they prefer to do business with a company that has a social cause that is important to them. Patagonia is one of the most socially conscious brands on the planet, and the “planet” is its cause. They are known for its sustainability mission, and this article demonstrates how an authentic cause that is baked into its mission drives customer loyalty.
CX Meaning: What Is Customer Experience & Why It Matters by Michael Hinshaw
(CustomerThink) That’s why customer experience isn’t just about products or services—it’s about the emotional connection customers have with a brand. And the businesses that prioritize CX—delivering seamless interactions, personalized service, and reliable experiences—are the ones that lead the way.
My Comment: What is CX? The author’s definition is simple and accurate: “It is the sum of all interactions a customer has with a business from the first time they hear about it to their ongoing relationship with the brand.” I like this article because it reminds us of the basics of CX and includes compelling information that reminds us why we need to relentlessly focus on managing CX.
Get the Message: Why Text-Based Channels Are Critical to Modern Customer Experience by Foundever
(Foundever) From social media messaging to in-app chat, text-based channels have never been more popular among consumers as a means of engaging with brands. And while text-based communication offers a host of inherent business benefits, integrating these channels into existing systems also presents challenges that organizations must navigate effectively.
My Comment: Do customers really want to use text messaging to communicate with the companies and brands they do business with? Our customer service research indicates that a third of your customers (36%) do, and that’s why you should read this article. Customers are increasingly using smartphones to communicate with brands in ways beyond the traditional phone, and text is providing more flexibility in how they communicate. Learn five ways text will boost your business and five potential challenges in implementing a texting program.
Leverage Consumer Trends to Enhance Customer Service Processes by Joanna Clark-Simpson
(CX Network) Joanna Clark-Simpson explains 5 ways customer service can improve, simply by paying attention to the latest consumer trends.
My Comment: When you understand consumer trends, you can leverage that insight into a better customer service experience. In other words, pay attention to how customers buy, what they say about your (and your competitors’) products, and more. The author shares five ways that understanding consumer trends (how consumers think and act) will help you improve customer service.
BONUS
The Next Evolution of Customer Experience: Q&A with Shep Hyken by Eric Stoessel
(Medallia) Celebrated CX luminary Shep Hyken shares his views on the next evolution of customer experience, from the expanding omnichannel journey to AI, personalization, and more.
My Comment: Medallia interviewed me for this article to share some of the ideas that I’ll be covering when I’m at their upcoming Experience ’25 conference in March at the beautiful Wynn in Las Vegas. We talk about what’s next for CX and more. Check out the article, and if you’re interested in attending the conference, here’s the link: https://www.medallia.com/experience/.
Health Care Myth-Takes to Avoid by Shep Hyken and Neil Baum, MD
(Physicians Practice) Let us discuss five myths with high stakes that could cost you money and patients and even result in complications and decreased outcomes.
My Comment: I recently wrote an article about “mythstakes,” the mistakes we make by believing a myth or anything we thought correct. My friend, Dr. Neil Baum, MD, asked if we could collaborate on tweaking the article for healthcare. It’s a great recap, and even if you’re not in healthcare, you’ll easily see the connection to your business.
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 25, 2025
May the Farce Be With You
The title may be a bit misleading. You don’t want to be a victim of a farce. You want to experience a positive force. Before I go further, let’s give a shout-out to one of our Shepard Letter subscribers, Joe Emmet of Empire Marketing, who suggested the title, which activated the creative force that led to this article. We have all been victims of a customer service or experience farce.
A company makes a statement or a promise, and we are let down. The farce is something you want to avoid. To give you an idea of what they are, here are five common customer service and CX farces, and I’ll wager that most of you have experienced at least one, if not all of them:
“Your call is very important to us” – When you call customer support and hear that recorded message, for a moment, there is hope. Maybe my call is important to them, and they might answer quickly … and then they don’t.
“We value your feedback” – Some companies make a big deal about wanting you to fill out their surveys to get feedback, with the idea that your suggestions and comments will help future customers. The problem is that few companies acknowledge the feedback, and many customers wonder if their voice is ever heard.
“We offer 24/7 customer support” – They may have 24/7 support, but it’s not live support. It’s supported by AI. If there is a complicated or personal issue, AI is not always the answer. If a company is going to offer 24/7 support, they should disclose what that means. There’s nothing wrong with sharing the truth about support during off-hours. And the good news is that today’s version of AI is far better than even just a year or two ago. So, for most issues, 24/7 support can work. Still, don’t hide that 24/7 support might include “talking” to a bot.
Money-back guarantee – The intention of a money-back guarantee is to build trust. There must be conditions on the offer, or some nefarious customers will abuse the intent of the guarantee, which will eventually ruin it for other customers. There needs to be “reasonable conditions,” making an offer that’s reasonable for the customer to understand and expect. For example, L.L. Bean had a lifetime satisfaction guarantee. But back in 2018, it announced a new policy due to customers abusing its generosity. By the way, customers who were honest and fair didn’t argue or weren’t worried about this because it still met what the intent of the guarantee was all about.
Free trial offers – Many “free trials” require a credit card and automatically convert into a paid subscription. Yes, they are free. But, if you are not careful, you will miss the end of the free trial and automatically be converted to a paid subscriber.
Here’s your assignment.
I could go on with many more of these examples. Customers don’t want a farce. They want a force. Here’s your assignment. Sit with your team and share these five farces. Then, brainstorm with the team to determine if you’re guilty of these or others.
Avoid the farce, and let’s close with a line from one of the most successful movie franchises in history, Star Wars. When it comes to customer service, “May the Force be with you!”
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 24, 2025
How AI can Transform Customer Experience with Sid Banerjee
This episode of
Amazing Business Radio with Shep Hyken
answers the following questions and more:
How can companies utilize new technologies like generative AI to improve customer satisfaction?
How can companies use digital and conversational signals to understand customer feedback better?
What role does AI play in analyzing customer data and providing actionable insights?
How can companies effectively activate their customer data to make informed business improvements?
How does AI’s cost-effectiveness influence its use in customer experience?
Top Takeaways
Customer experience data is essential for companies to improve their products and services. By collecting feedback from various sources like surveys, chat, online reviews, social media, and customer interactions, companies can identify what makes customers happy and what they can improve.
While surveys are still important, the advent of social media and other digital platforms provides customers with new ways to provide feedback. Meeting the customers on their chosen platforms helps them gather more data and better understand what customers experience and expect.
AI can analyze data in massive amounts and detect patterns, trends, and opportunities for improvement that might be missed by humans. Using AI is not just about having the latest technology, it is about empowering employees to provide better, quicker, and more personalized service.
Data should be easily accessible, not stuck in department silos. A CX platform brings it all together, organizing and turning it into actionable insights.
Many companies get stuck collecting and analyzing data without taking action and implementing improvements that benefit customers. Activation is critical because it turns data and information into meaningful actions that improve customer experience.
Technology will not replace human interactions, but it will enhance them. Tools like AI will provide frontline employees with real-time access to information and insights that will empower them to help customers more efficiently.
Plus, Shep and Sid discuss what companies and customers can look forward to in the future when transforming CX and businesses with AI. Tune in!
Quotes:
“Technology that previously cost hundreds of thousands is now accessible at a fraction of the cost. When you layer new innovative technology, like AI and automation, into the data that customers have given you, you can turbocharge your ability to transform customer experiences.”
“It’s important to meet people where they are. You need to capture customer feedback and understand what they are saying in the moment rather than solely relying on survey responses that may come hours or days after the experience.”
“AI will not completely disrupt the human-to-human customer experience. We will increasingly interact with automated experiences, but we still need humans to design experiences, maintain quality, and ensure ethical values.”
“The best way to lead change is to be the change. We are at a tipping point where customer experience is rapidly changing. Lean into the change and never lose sight of your mission to drive good customer experiences.”
About:
Sid Banerjee is the Chief Strategy Officer at Medallia. Before his career at Medallia, he was the founder of Clarabridge and served as the Chief XM Strategy Officer at Qualtrics.
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 utilize new technologies like generative AI to improve customer satisfaction?
How can companies use digital and conversational signals to understand customer feedback better?
What role does AI play in analyzing customer data and providing actionable insights?
How can companies effectively activate their customer data to make informed business improvements?
How does AI’s cost-effectiveness influence its use in customer experience?
Top Takeaways
Customer experience data is essential for companies to improve their products and services. By collecting feedback from various sources like surveys, chat, online reviews, social media, and customer interactions, companies can identify what makes customers happy and what they can improve.
While surveys are still important, the advent of social media and other digital platforms provides customers with new ways to provide feedback. Meeting the customers on their chosen platforms helps them gather more data and better understand what customers experience and expect.
AI can analyze data in massive amounts and detect patterns, trends, and opportunities for improvement that might be missed by humans. Using AI is not just about having the latest technology, it is about empowering employees to provide better, quicker, and more personalized service.
Data should be easily accessible, not stuck in department silos. A CX platform brings it all together, organizing and turning it into actionable insights.
Many companies get stuck collecting and analyzing data without taking action and implementing improvements that benefit customers. Activation is critical because it turns data and information into meaningful actions that improve customer experience.
Technology will not replace human interactions, but it will enhance them. Tools like AI will provide frontline employees with real-time access to information and insights that will empower them to help customers more efficiently.
Plus, Shep and Sid discuss what companies and customers can look forward to in the future when transforming CX and businesses with AI. Tune in!
Quotes:
“Technology that previously cost hundreds of thousands is now accessible at a fraction of the cost. When you layer new innovative technology, like AI and automation, into the data that customers have given you, you can turbocharge your ability to transform customer experiences.”
“It’s important to meet people where they are. You need to capture customer feedback and understand what they are saying in the moment rather than solely relying on survey responses that may come hours or days after the experience.”
“AI will not completely disrupt the human-to-human customer experience. We will increasingly interact with automated experiences, but we still need humans to design experiences, maintain quality, and ensure ethical values.”
“The best way to lead change is to be the change. We are at a tipping point where customer experience is rapidly changing. Lean into the change and never lose sight of your mission to drive good customer experiences.”
About:
Sid Banerjee is the Chief Strategy Officer at Medallia. Before his career at Medallia, he was the founder of Clarabridge and served as the Chief XM Strategy Officer at Qualtrics.
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 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.
