Shep Hyken's Blog, page 12
January 28, 2025
Don’t Make a Mythstake: Ten Business Myths You Can’t Believe
Some very popular business sayings are potentially detrimental to your organization. I recently wrote an article in my weekly Forbes.com column titled
The Five Business Myths You Can’t Believe
. It met with plenty of positive feedback, so I’m going to share those five myths with you, plus five more. I’ve written full articles about some of these topics in the past. I now share this compilation of 10 popular business myths. Don’t make the mythstake of believing them! A Repeat Customer Is a Loyal Customer: No, they are just a repeat customer. You must understand why they keep coming back. Maybe your location is more convenient. Maybe you have a lower price. As soon as a competitor has a better location or a lower price, don’t be surprised to see the “loyal” customer disappear.
We Want Satisfied Customers: Our annual customer service research found that one in four (23%) don’t return to a business that just satisfies them. Satisfactory is average. We need to be better than that.
Only the Front Line Needs Customer Service Training: Everybody in an organization is responsible for their role in customer service. If they aren’t dealing directly with customers, they are supporting someone who is, or they are part of the process that impacts the overall service and experience.
Customer Loyalty Programs Create Loyal Customers: Loyalty programs are usually about points, perks and discounts. In reality, they are marketing programs that do a great job of bringing customers back. We love repeat customers, but don’t get caught believing your repeat customers are truly loyal.
All Customers Should Be Treated the Same: All customers must be treated with similar levels of respect. However, today’s customers want a personalized experience. That means an individualized experience.
Technology Can Replace Human Interaction : Companies have tried, and it doesn’t work. Even Amazon has live customer support. I stand by something I said years ago: “The greatest technology in the world can’t replace the ultimate relationship-building tool between a customer and a business: the human touch.”
A Quality Product Will Ensure Success: It helps, but it’s not a guarantee. Studies have proven that even if you have the best product but treat the customer poorly, they will find another place to buy what you sell, even if the product is not quite as good. And the opposite is true. The best service won’t get your customers to come back if the product doesn’t do what it is supposed to do. It takes the combination of a quality product and quality service.
Customer Training Is a One-Time Event: Many companies include a customer service training module in their onboarding. That’s a great start, but it needs to be sustainable. I like to say, “Customer service training isn’t something you did. It’s something you do.” Ongoing training and/or reminders are the key to a successful customer-focused culture.
Customer Service Is What Happens When Customer Experience Fails : Customer service is not a department. It’s a philosophy to be embraced by everyone in the company. However, customer support is a department. Don’t confuse the two. One is about your culture. The other is about handling complaints and helping customers with their problems or questions.
The Customer Is Always Right: We’ll end with my favorite. No, the customer is NOT always right, but they are always the customer. So, if they are wrong, let them be wrong with dignity and respect!
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 .
Building Better Loyalty Programs Through Great Customer Experience with Aleksander Kaczmarek
This episode of
Amazing Business Radio with Shep Hyken
answers the following questions and more:
What role do loyalty programs play in enhancing customer engagement?
How can companies leverage loyalty programs to generate additional revenue?
Can loyalty programs drive repeat business without sacrificing the quality of customer experience?
How can technology help create a seamless customer experience within a loyalty program?
How can companies motivate inactive loyalty program members to become more engaged participants?
Top Takeaways
There is a difference between loyalty and repeat business. Loyalty programs, including points and rewards, are designed to encourage repeat business. Combined with a great experience, they create an emotional connection that leads to true loyalty.
If a company provides poor experiences, no loyalty program can retain its customers. If a company provides an amazing experience, a well-designed loyalty program can enhance it and inspire true customer loyalty.
Technology has transformed loyalty programs by creating a more seamless and personalized experience. Brands can now integrate perks and incentives directly into their primary products and services using apps and digital platforms.
In the US, a typical consumer might be a member of around 15 loyalty programs. However, what truly matters is the customers’ active participation in these loyalty programs, which is crucial to its success. Creating perks that resonate with customers and consistently provide value makes customers use the loyalty programs.
Millennials and Gen Z are changing how loyalty programs are perceived and utilized. For example, many prefer booking their travel through their bank’s credit card programs, which offer points or perks that can be used for flights, hotels, or car rentals. Loyalty programs must have flexible redemption options and seamlessly integrate into apps and digital platforms.
Loyalty programs must blend experiences, savings, and perks to maintain their appeal. Brands must understand customer needs and motivations when designing loyalty programs to make them engaging and memorable.
For more insights on loyalty programs, customer engagement, and enhancing customer experience, check out Driving Loyalty: Market Insights on Car Rentals & Reward Programs report by CarTrawler.
Plus, Shep and Aleksander discuss what can happen when multiple brands collaborate to expand the perks and benefits offered to customers. Tune in!
Quotes:
“Loyalty, when combined with a great experience, is deeper than just a savings and a repeat purchase.”
“A loyalty program can let customers earn points, but if the redemption experience isn’t great, they won’t return to earn more points. The overall customer experience must be fantastic, and attractive redemption options are essential for creating an ongoing engagement cycle.”
“Technology now allows loyalty programs to create curated, seamless customer experiences within apps. These programs incorporate perks and experiences in a very advanced way to customer engagement.”
“A loyalty program is only truly effective if customers actively use it. Customers might sign up, but if they are inactive, they are not loyal customers. The best loyalty programs keep customers consistently engaged and used regularly.”
About:
Aleksander Kaczmarek is the VP of Loyalty Partnerships at CarTrawler, a B2B tech business that partners with the world’s largest brands, including American Airlines and Uber, to provide car rental & mobility solutions for customers.
Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio .
What role do loyalty programs play in enhancing customer engagement?
How can companies leverage loyalty programs to generate additional revenue?
Can loyalty programs drive repeat business without sacrificing the quality of customer experience?
How can technology help create a seamless customer experience within a loyalty program?
How can companies motivate inactive loyalty program members to become more engaged participants?
Top Takeaways
There is a difference between loyalty and repeat business. Loyalty programs, including points and rewards, are designed to encourage repeat business. Combined with a great experience, they create an emotional connection that leads to true loyalty.
If a company provides poor experiences, no loyalty program can retain its customers. If a company provides an amazing experience, a well-designed loyalty program can enhance it and inspire true customer loyalty.
Technology has transformed loyalty programs by creating a more seamless and personalized experience. Brands can now integrate perks and incentives directly into their primary products and services using apps and digital platforms.
In the US, a typical consumer might be a member of around 15 loyalty programs. However, what truly matters is the customers’ active participation in these loyalty programs, which is crucial to its success. Creating perks that resonate with customers and consistently provide value makes customers use the loyalty programs.
Millennials and Gen Z are changing how loyalty programs are perceived and utilized. For example, many prefer booking their travel through their bank’s credit card programs, which offer points or perks that can be used for flights, hotels, or car rentals. Loyalty programs must have flexible redemption options and seamlessly integrate into apps and digital platforms.
Loyalty programs must blend experiences, savings, and perks to maintain their appeal. Brands must understand customer needs and motivations when designing loyalty programs to make them engaging and memorable.
For more insights on loyalty programs, customer engagement, and enhancing customer experience, check out Driving Loyalty: Market Insights on Car Rentals & Reward Programs report by CarTrawler.
Plus, Shep and Aleksander discuss what can happen when multiple brands collaborate to expand the perks and benefits offered to customers. Tune in!
Quotes:
“Loyalty, when combined with a great experience, is deeper than just a savings and a repeat purchase.”
“A loyalty program can let customers earn points, but if the redemption experience isn’t great, they won’t return to earn more points. The overall customer experience must be fantastic, and attractive redemption options are essential for creating an ongoing engagement cycle.”
“Technology now allows loyalty programs to create curated, seamless customer experiences within apps. These programs incorporate perks and experiences in a very advanced way to customer engagement.”
“A loyalty program is only truly effective if customers actively use it. Customers might sign up, but if they are inactive, they are not loyal customers. The best loyalty programs keep customers consistently engaged and used regularly.”
About:
Aleksander Kaczmarek is the VP of Loyalty Partnerships at CarTrawler, a B2B tech business that partners with the world’s largest brands, including American Airlines and Uber, to provide car rental & mobility solutions for customers.
Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio .
January 26, 2025
Top 5 Customer Service & CX Articles for Week of January 26, 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.
Verizon Customer Chief Talks Retail Customer Experience: It’s All About Personalization by Judy Mottl
(Retail Customer Experience) Brian Higgins, chief customer experience officer at Verizon, offers insight on Verizon’s CX strategy and what makes for a rewarding, compelling customer experience.
My Comment: We kick this week’s Top Five roundup off with advice from the CXO of one of the most recognizable brands, Verizon. I’ve had the pleasure of interviewing Brian Higgins several times. The title sums up the gist of the article. There’s power in personalization. What makes a great customer experience? Personalization and making the customer feel good whenever the engage with you (online, in person, on the phone, etc.) Whenever you can learn from a leader of an iconic brand, jump on it!
3 Things That Will Set Your Customer Service Team Up for Success by Brad Birnbaum
(Fast Company) To make the holiday shopping experience the best it can be for customers year after year, businesses must ensure they set their customer service teams up for success.
My Comment: Of course there are more than three things that will set your customer service apart from others, but these three are a good start for just about any company. The author shares more detail behind these three excellent strategies/tactics: 1) Proactive Outreach, 2) Immediate Response, and 3) Personalized Experiences.
Why You Need a Chief Experience Officer — the Right One by Eric Karofsky
(CMSWire) Most corporations take on customer experience with outdated thinking and approaches, relegating CX to junior employees and mistaking superficial cultural statements for genuine strategic transformation.
My Comment: Do you have a Chief Experience Officer (CXO) in your organization? Here, you’ll find compelling reasons to hire or assign someone to that role. This article takes a deeper dive into the reasons a CXO is essential to any organization. “The Gist,” as it is referred to in the article, is that CXOs help align initiatives throughout the company, companies led by a CXO see stronger customer loyalty and profitability, and the CXO helps eliminate departmental barriers and help implement the right CX technologies and solutions.
Consumers Crave More Than Discounts From Loyalty Programs by John Pedini
(Forrester) Most global consumers belong to at least one loyalty program, including 90% of online adults in the US, in Europe-5 (88%), and in Australia (93%). According to Forrester’s Consumer Benchmark Survey, 2024, 54% of US online adults agree that loyalty programs influence what they buy, and 64% agree that programs influence where they make purchases. Most agree that loyalty programs make them feel more connected to the brand.
My Comment: This short article will take less than two minutes to read, but it has a powerful message: A customer loyalty program should be more than a discount program. For example, rewarding a customer with a free sandwich after they buy nine sandwiches is the same as a 10% discount. That’s a nice perk, but customers want more, and the good people at Forrester share a few ideas and insights that will help you get the most from your loyalty program.
Are Your CX Metrics Hurting Your Customer Experience? by Raj Sivasubramanian
(MarTech) Metrics are a polarizing topic in customer experience. There are ongoing discussions about which CX metric is the best. Net Promoter Score (NPS) remains one of the most widely adopted metrics. However, it faces growing criticism, prompting many organizations to favor alternatives like Customer Satisfaction (CSAT) or Customer Effort Score (CES). Each year, a new metric emerges, championed by analysts or consultants claiming it solves the limitations of its predecessors.
My Comment: I’m a big fan of CX metrics like NPS, CSAT, etc. In the past few years, articles have come out against some of the ways companies and brands measure their customer satisfaction levels. My response to these comments is simple: Use the metrics the right way, and they make sense. This article examines how using these powerful indicators the wrong way can negatively impact employees and customers.
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.
Verizon Customer Chief Talks Retail Customer Experience: It’s All About Personalization by Judy Mottl
(Retail Customer Experience) Brian Higgins, chief customer experience officer at Verizon, offers insight on Verizon’s CX strategy and what makes for a rewarding, compelling customer experience.
My Comment: We kick this week’s Top Five roundup off with advice from the CXO of one of the most recognizable brands, Verizon. I’ve had the pleasure of interviewing Brian Higgins several times. The title sums up the gist of the article. There’s power in personalization. What makes a great customer experience? Personalization and making the customer feel good whenever the engage with you (online, in person, on the phone, etc.) Whenever you can learn from a leader of an iconic brand, jump on it!
3 Things That Will Set Your Customer Service Team Up for Success by Brad Birnbaum
(Fast Company) To make the holiday shopping experience the best it can be for customers year after year, businesses must ensure they set their customer service teams up for success.
My Comment: Of course there are more than three things that will set your customer service apart from others, but these three are a good start for just about any company. The author shares more detail behind these three excellent strategies/tactics: 1) Proactive Outreach, 2) Immediate Response, and 3) Personalized Experiences.
Why You Need a Chief Experience Officer — the Right One by Eric Karofsky
(CMSWire) Most corporations take on customer experience with outdated thinking and approaches, relegating CX to junior employees and mistaking superficial cultural statements for genuine strategic transformation.
My Comment: Do you have a Chief Experience Officer (CXO) in your organization? Here, you’ll find compelling reasons to hire or assign someone to that role. This article takes a deeper dive into the reasons a CXO is essential to any organization. “The Gist,” as it is referred to in the article, is that CXOs help align initiatives throughout the company, companies led by a CXO see stronger customer loyalty and profitability, and the CXO helps eliminate departmental barriers and help implement the right CX technologies and solutions.
Consumers Crave More Than Discounts From Loyalty Programs by John Pedini
(Forrester) Most global consumers belong to at least one loyalty program, including 90% of online adults in the US, in Europe-5 (88%), and in Australia (93%). According to Forrester’s Consumer Benchmark Survey, 2024, 54% of US online adults agree that loyalty programs influence what they buy, and 64% agree that programs influence where they make purchases. Most agree that loyalty programs make them feel more connected to the brand.
My Comment: This short article will take less than two minutes to read, but it has a powerful message: A customer loyalty program should be more than a discount program. For example, rewarding a customer with a free sandwich after they buy nine sandwiches is the same as a 10% discount. That’s a nice perk, but customers want more, and the good people at Forrester share a few ideas and insights that will help you get the most from your loyalty program.
Are Your CX Metrics Hurting Your Customer Experience? by Raj Sivasubramanian
(MarTech) Metrics are a polarizing topic in customer experience. There are ongoing discussions about which CX metric is the best. Net Promoter Score (NPS) remains one of the most widely adopted metrics. However, it faces growing criticism, prompting many organizations to favor alternatives like Customer Satisfaction (CSAT) or Customer Effort Score (CES). Each year, a new metric emerges, championed by analysts or consultants claiming it solves the limitations of its predecessors.
My Comment: I’m a big fan of CX metrics like NPS, CSAT, etc. In the past few years, articles have come out against some of the ways companies and brands measure their customer satisfaction levels. My response to these comments is simple: Use the metrics the right way, and they make sense. This article examines how using these powerful indicators the wrong way can negatively impact employees and customers.
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.
January 21, 2025
Convenience Is King: Creating Experiences and Crafting Products for Today’s Customer
I’ve written about creating convenient, frictionless experiences many times in the past, and I will continue to do so in the future as it may be one of the most important customer experience strategies in our arsenal of tactics for getting customers to come back again and again. As humans, we love convenience, and we’re willing to pay for it. In our annual CX research (sponsored by RingCentral), we found that 70% of customers felt convenience was so important that they would pay more if convenience was tied to the customer experience. But, what if that convenience was built into the product?
A few years ago, I wrote about this and shared the example of Ciari, the manufacturer of guitars that fold in half and fit in a backpack for easy travel. I referred to it as the most convenient guitar on the planet. In that same article, I also wrote about using keys to unlock a door. Who ever thought we wouldn’t need a key to unlock our car door? Just push a button on the fob, and the door unlocks. Today, it’s even more convenient. The newest technology does away with the key, replacing it with a plastic card that looks like a credit card. Keep it in your wallet or purse, and when you get close to the car, it automatically unlocks the door.
So, how much do people love convenient products? Just like customers who love a convenient experience, they will also pay more for a convenient product. Here is another example:
This past summer, a large watermelon cost around $5. If I wanted chunks of watermelon, I could cut it myself or, for convenience, I could pay $10 to Double Market for a small container of pre-cut watermelon. It tastes the same, but buying it pre-cut is more convenient. Is it worth paying twice as much for a smaller amount of watermelon? It is if you appreciate convenience. The store selling the watermelon probably gets three or four containers from one watermelon. Do the math, and you’ll see they get as much as $40 – eight times more – for that same $5 piece of fruit. Sure, there is a cost of labor to cut up the watermelon, but that’s why customers are willing to pay more – they would rather have the store do it for them.
Convenience is becoming the standard expectation. At one time, it was something unique and special – even a competitive differentiator. Today, customers notice it and want it. In addition to creating a convenient customer experience, how can you give your customers a convenient product experience? Come up with that answer, and your customers will appreciate you even more.
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 .
January 20, 2025
Building Unbreakable Customer Partnerships with Christoph Senn
Strengthening Business Partnerships Using the Triple Fit Strategy
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:
What is the Triple Fit Strategy?
What is the key to building lasting customer relationships?
Why do companies need to shift from a transactional relationship with their customers to a partnership?
How can a business differentiate itself amidst competition?
How can businesses add more value to their customers?
Top Takeaways
There are two types of customer relationships. One is the transactional buyer-seller relationship, which is focused on the price and volume. The second type is a partnership, where you collaborate with your customers as if you are one team aiming for the same goals.
The function of a business is more than just making money. It’s more than just getting customers. It is about keeping, nurturing, and growing your relationship with customers. A partnership goes beyond just making a sale. It’s focused on building a lasting relationship based on trust, promises delivered, and working together to solve problems.
Trust becomes the primary way to stand out in a world where many products and services seem similar. It is earned by consistently delivering value and being transparent with your customers. When customers trust you, they’re more likely to stay as your customer and even advocate for your business to others.
The Triple Fit Strategy is about working with your customers on three levels: planning, execution (solutions, processes, and systems), and resources (people, structures, and knowledge). This strategy confirms that you and your customer are on the same page, working towards the same goals, understanding both parties’ strategies, and making the business relationship sustainable.
It’s not enough to just talk about what your product or service can do. You need to demonstrate how it will help your customers achieve their goals. When you focus on how you can help your customers succeed (rather than just making a sale), you create more value for them.
While price cuts and discounts can bring a quick sale, they are not sustainable in creating lasting customer relationships. When price is the only differentiator, a competitor with a lower price can quickly take your customers away. Businesses should focus on understanding customer’s needs, building trust, and adding value. By doing this, companies can achieve better customer retention and grow together with their clients.
Plus, Christoph provides real-world examples of businesses implementing the Triple Fit Strategy, driving growth and building customer loyalty. Tune in!
Quotes:
“In business, your goal should not be just to cut costs or offer products. It’s about broadening your perspective to deliver added value by shifting conversations from features and benefits to truly understanding your customers’ priorities.”
“Building lasting customer relationships goes beyond just selling a product It’s about partnering with your customers to work toward shared goals as one unified team.”
“The key to standing out in the market isn’t just having a great product but creating a relationship that makes you indispensable to your customers. When you move beyond a transactional relationship to create a partnership, you will become your customer’s trusted adviser and get the first call for advice.”
About:
Christoph Senn is an author, entrepreneur, and adjunct professor of marketing at INSEAD in Fontainebleau, France. He is the Founder and CEO of Valuecreator.
Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio .
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:
What is the Triple Fit Strategy?
What is the key to building lasting customer relationships?
Why do companies need to shift from a transactional relationship with their customers to a partnership?
How can a business differentiate itself amidst competition?
How can businesses add more value to their customers?
Top Takeaways
There are two types of customer relationships. One is the transactional buyer-seller relationship, which is focused on the price and volume. The second type is a partnership, where you collaborate with your customers as if you are one team aiming for the same goals.
The function of a business is more than just making money. It’s more than just getting customers. It is about keeping, nurturing, and growing your relationship with customers. A partnership goes beyond just making a sale. It’s focused on building a lasting relationship based on trust, promises delivered, and working together to solve problems.
Trust becomes the primary way to stand out in a world where many products and services seem similar. It is earned by consistently delivering value and being transparent with your customers. When customers trust you, they’re more likely to stay as your customer and even advocate for your business to others.
The Triple Fit Strategy is about working with your customers on three levels: planning, execution (solutions, processes, and systems), and resources (people, structures, and knowledge). This strategy confirms that you and your customer are on the same page, working towards the same goals, understanding both parties’ strategies, and making the business relationship sustainable.
It’s not enough to just talk about what your product or service can do. You need to demonstrate how it will help your customers achieve their goals. When you focus on how you can help your customers succeed (rather than just making a sale), you create more value for them.
While price cuts and discounts can bring a quick sale, they are not sustainable in creating lasting customer relationships. When price is the only differentiator, a competitor with a lower price can quickly take your customers away. Businesses should focus on understanding customer’s needs, building trust, and adding value. By doing this, companies can achieve better customer retention and grow together with their clients.
Plus, Christoph provides real-world examples of businesses implementing the Triple Fit Strategy, driving growth and building customer loyalty. Tune in!
Quotes:
“In business, your goal should not be just to cut costs or offer products. It’s about broadening your perspective to deliver added value by shifting conversations from features and benefits to truly understanding your customers’ priorities.”
“Building lasting customer relationships goes beyond just selling a product It’s about partnering with your customers to work toward shared goals as one unified team.”
“The key to standing out in the market isn’t just having a great product but creating a relationship that makes you indispensable to your customers. When you move beyond a transactional relationship to create a partnership, you will become your customer’s trusted adviser and get the first call for advice.”
About:
Christoph Senn is an author, entrepreneur, and adjunct professor of marketing at INSEAD in Fontainebleau, France. He is the Founder and CEO of Valuecreator.
Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio .
January 19, 2025
Top 5 Customer Service & CX Articles for Week of January 20, 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.
Contact Center AI Is Triggering Customers. Here’s How to Course Correct by Floyd March
(CX Today) AI promises to transform the sector and become a significant force for good. But, so far, customers don’t see it that way. A 2024 Gartner report indicates this, finding that 64 percent of customers would prefer the companies they do business with to avoid using AI in customer service.
My Comment: With all the hype around the power of generative AI-fueled chatbots, IVAs (Intelligent Virtual Assistants), etc., Steve Blood, VP of Market Intelligence and Evangelism at Five9, a company that sells CX and contact center solutions, including AI, shares how important it is to NOT eliminate the human side of customer support. He says, “If your provider can’t offer you a route for assisted service, stop investing because it’s a failed strategy.” I love hearing that from Five9. (Our own CX research proves that statement true as the majority of customers still prefer the phone to self-service support options.
Stop Blindly Following ‘the Customer Is Always Right’ — Here’s What to Do Instead For the Sake of Your Employees by Milos Eric
(Entrepreneur) Businesses should move away from the outdated “the customer is always right” mindset, which often leads to employee burnout, high turnover and, ironically, poor service quality. Here’s how to prioritize building genuine relationships and empower employees to use empathy and their own judgment when addressing customer needs.
My Comment: If you’ve followed my work, you know one of my favorite concepts I’ve written about for years is: The Customer Is NOT Always Right! (But, they are always the customer, so let them be wrong with dignity and respect.) This article has a different spin on the adage. Following the concept of the customer is always right leads to “employee burnout, high turnover, and ironically, poor service quality.”
Creating Memorable Marketing Through Exceptional Customer Experience by Creating Memorable Marketing Through Exceptional Customer Experience
(CMSWire) CX in marketing is key to building lasting customer loyalty. Personalization and seamless journeys can make all the difference for your brand.
My Comment: Customer experience (CX) is marketing. It is that simple. If your strategy is to get more people interested in you, coming back to you, and knowing who you are and what you do, create the experience that excites them. CX doesn’t happen after the customer decides to buy. It happens the moment the customer finds you on a web search, then navigates a website, does their research, makes a purchase (online or in-person), and continues after that. Quoting the author, “CX is the ultimate differentiator. C-Suite leaders across the globe are recognizing that it’s no longer enough to market a product.”
New York to Unveil First-Ever Customer Experience Report by Julia Edinger
(Govtech.com) The state of New York’s inaugural Chief Customer Experience Officer Tonya Webster was appointed to shape the method, style and efficiency of government interactions. This week, the state is reporting on its progress.
My Comment: In the past few weeks, I’ve seen a number of articles about citizen service – which is customer service offered by the government for the benefit of the citizens. I love that Presidents Obama, Trump, and Biden took the concept of customer/citizen experience seriously enough to sign orders, bring in consultants, and more. Last week, the ACSI announced that the federal government’s CX numbers are increasing. This article takes us beyond the federal government’s initiatives to the state level. New York’s first Chief Customer Officer, Tonya Webster, reports its progress with its efforts in three major areas that impact 95% of NY citizens: the Departments of Health (DOH), Labor, and Motor Vehicles (DMV). Maybe the phrase “It’s good enough for government work” will no longer apply. (Then who would we pick on?)
Customer Experience Predictions for 2025: Insights from the Field by Joseph Michelli
(CustomerThink) As we begin 2025, customer experience (CX) continues to evolve, driven by technological advancements, shifting consumer expectations, and an ever-deepening focus on emotional engagement. Drawing on my work as a consultant, author, and professor of service excellence, I want to share my predictions for the trends that will dominate the CX landscape in 2025.
My Comment: My friend, Joseph Michelli, is one of the leading CX experts. When he has something to say (or write), I always pay attention. This article features CX predictions for 2025. His first prediction touts AI playing a more critical role in the customer journey, but he closes with a tip: Focus on training your team to complement AI tools rather than compete with them. In other words, AI is part of the answer to an amazing CX, not the only answer!
BONUS
Shep Hyken Talks Customer Experience, Loyalty, And The Power of Feedback by ASBN Newsroom
(America’s Small Business Network) On the latest edition of The Small Business Show, customer experience expert and bestselling author Shep Hyken joins us to discuss critical findings from his 2024 State of the Customer Service study. Together, we will explore the impact of improving survey responses and the importance of using customer feedback effectively.
My Comment: My friend, Jim Fitzpatrick, at America’s Small Business Network, took part in an interview we did last year and created a short article about “The Dangerous Customer.” In addition to the article, there’s a nice video interview that goes with it.
6 Steps to Improve Your Customer Experience by Matt Poe
(American Laundry News) In his book, I’ll Be Back, Shep Hyken, customer service/experience guru, writes about creating something he refers to as the “I’ll be back experience.” This involves six questions or steps for a business to take to create an experience where customers want to do business with you and want to keep coming back for more.
My Comment: Want to improve your customer experience? Check out this article, which features the six questions/steps for creating the “I’ll Be Back” experience (from my latest book). These six questions/steps work for any type of business in any industry.
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.
Contact Center AI Is Triggering Customers. Here’s How to Course Correct by Floyd March
(CX Today) AI promises to transform the sector and become a significant force for good. But, so far, customers don’t see it that way. A 2024 Gartner report indicates this, finding that 64 percent of customers would prefer the companies they do business with to avoid using AI in customer service.
My Comment: With all the hype around the power of generative AI-fueled chatbots, IVAs (Intelligent Virtual Assistants), etc., Steve Blood, VP of Market Intelligence and Evangelism at Five9, a company that sells CX and contact center solutions, including AI, shares how important it is to NOT eliminate the human side of customer support. He says, “If your provider can’t offer you a route for assisted service, stop investing because it’s a failed strategy.” I love hearing that from Five9. (Our own CX research proves that statement true as the majority of customers still prefer the phone to self-service support options.
Stop Blindly Following ‘the Customer Is Always Right’ — Here’s What to Do Instead For the Sake of Your Employees by Milos Eric
(Entrepreneur) Businesses should move away from the outdated “the customer is always right” mindset, which often leads to employee burnout, high turnover and, ironically, poor service quality. Here’s how to prioritize building genuine relationships and empower employees to use empathy and their own judgment when addressing customer needs.
My Comment: If you’ve followed my work, you know one of my favorite concepts I’ve written about for years is: The Customer Is NOT Always Right! (But, they are always the customer, so let them be wrong with dignity and respect.) This article has a different spin on the adage. Following the concept of the customer is always right leads to “employee burnout, high turnover, and ironically, poor service quality.”
Creating Memorable Marketing Through Exceptional Customer Experience by Creating Memorable Marketing Through Exceptional Customer Experience
(CMSWire) CX in marketing is key to building lasting customer loyalty. Personalization and seamless journeys can make all the difference for your brand.
My Comment: Customer experience (CX) is marketing. It is that simple. If your strategy is to get more people interested in you, coming back to you, and knowing who you are and what you do, create the experience that excites them. CX doesn’t happen after the customer decides to buy. It happens the moment the customer finds you on a web search, then navigates a website, does their research, makes a purchase (online or in-person), and continues after that. Quoting the author, “CX is the ultimate differentiator. C-Suite leaders across the globe are recognizing that it’s no longer enough to market a product.”
New York to Unveil First-Ever Customer Experience Report by Julia Edinger
(Govtech.com) The state of New York’s inaugural Chief Customer Experience Officer Tonya Webster was appointed to shape the method, style and efficiency of government interactions. This week, the state is reporting on its progress.
My Comment: In the past few weeks, I’ve seen a number of articles about citizen service – which is customer service offered by the government for the benefit of the citizens. I love that Presidents Obama, Trump, and Biden took the concept of customer/citizen experience seriously enough to sign orders, bring in consultants, and more. Last week, the ACSI announced that the federal government’s CX numbers are increasing. This article takes us beyond the federal government’s initiatives to the state level. New York’s first Chief Customer Officer, Tonya Webster, reports its progress with its efforts in three major areas that impact 95% of NY citizens: the Departments of Health (DOH), Labor, and Motor Vehicles (DMV). Maybe the phrase “It’s good enough for government work” will no longer apply. (Then who would we pick on?)
Customer Experience Predictions for 2025: Insights from the Field by Joseph Michelli
(CustomerThink) As we begin 2025, customer experience (CX) continues to evolve, driven by technological advancements, shifting consumer expectations, and an ever-deepening focus on emotional engagement. Drawing on my work as a consultant, author, and professor of service excellence, I want to share my predictions for the trends that will dominate the CX landscape in 2025.
My Comment: My friend, Joseph Michelli, is one of the leading CX experts. When he has something to say (or write), I always pay attention. This article features CX predictions for 2025. His first prediction touts AI playing a more critical role in the customer journey, but he closes with a tip: Focus on training your team to complement AI tools rather than compete with them. In other words, AI is part of the answer to an amazing CX, not the only answer!
BONUS
Shep Hyken Talks Customer Experience, Loyalty, And The Power of Feedback by ASBN Newsroom
(America’s Small Business Network) On the latest edition of The Small Business Show, customer experience expert and bestselling author Shep Hyken joins us to discuss critical findings from his 2024 State of the Customer Service study. Together, we will explore the impact of improving survey responses and the importance of using customer feedback effectively.
My Comment: My friend, Jim Fitzpatrick, at America’s Small Business Network, took part in an interview we did last year and created a short article about “The Dangerous Customer.” In addition to the article, there’s a nice video interview that goes with it.
6 Steps to Improve Your Customer Experience by Matt Poe
(American Laundry News) In his book, I’ll Be Back, Shep Hyken, customer service/experience guru, writes about creating something he refers to as the “I’ll be back experience.” This involves six questions or steps for a business to take to create an experience where customers want to do business with you and want to keep coming back for more.
My Comment: Want to improve your customer experience? Check out this article, which features the six questions/steps for creating the “I’ll Be Back” experience (from my latest book). These six questions/steps work for any type of business in any industry.
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.
January 14, 2025
Customer Service and CX New Years Resolutions That Are Easy to Keep
One of our
Shepard Letter
subscribers recently asked, “How come you didn’t do an article on customer service or experience New Year’s resolutions?” Great question, and here’s my answer: “Ask and ye shall receive!” There are plenty of articles that have been published about how New Year’s resolutions are easily broken and, ultimately, useless. I’m going to approach this differently. Here are some resolutions that, if you’re already doing, you should continue to do. Or, if you’re not doing these, you should be. These are easy-to-implement strategies and tactics. So, if you make the commitment – as in a resolution – perhaps they will move from great ideas to successful practices.
By the way, if you’ve been following my work, you’ll recognize some, if not all, of these ideas. But it doesn’t hurt to be reminded of them.
So, here are seven customer service and CX resolutions that are easy to keep:
Respond quickly to customers – Quick response to customers increases their confidence in you. Create a “quick response standard” that will make most customers happy and live by it.
Find “friction points” in your process and eliminate them – To make this easy, consider eliminating just one a month. If you have a team meeting, I’m sure you’ll come up with plenty of friction points and outdated policies to change or eliminate.
Respond to customer feedback – If a customer takes the time to share feedback, let them know you received it. Even an automated response is better than nothing.
Treat employees like you want your customers to be treated (maybe even better) – This is what I refer to as The Employee Golden Rule. You can’t expect employees to treat customers any differently than they are treated by the management and leadership of the organization.
Create a customer advisory board – Ask a few of your customers if they would participate in a meeting (in-person or virtual) to share feedback, ideas, suggestions, and more. If you haven’t done this, you’ll be amazed at the suggestions they are willing to share in this type of forum.
Create an employee advisory board – If you take The Employee Golden Rule to heart, you’ll create an employee advisory board. This is an opportunity for you to get feedback that will not only improve the experience for employees but also be felt by customers.
Always say “thank you” to your customers! – You’re probably doing this already, but it never hurts to reinforce how important it is to show appreciation.
So, resolve to do them.
I could go on with many more, but let’s stop at seven. While I refer to these as New Year’s resolutions, they are really concepts that should already be in place in your organization. So, resolve to do them. Even if you’re already doing many of them, it doesn’t hurt to have a reminder.
Happy New Year! May 2025 be your best year ever, with even better years to follow!
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 .
How to Create Unforgettable Customer Experiences with Ronn Nicolli
This episode of
Amazing Business Radio with Shep Hyken
answers the following questions and more:
What is hospitality mentality?
What role does storytelling play in creating memorable customer experiences?
Why is meeting or exceeding customer expectations important in the hospitality industry?
How do personal interactions complement technology in creating a seamless customer service experience?
How can AI be leveraged to provide personalized customer service interactions?
Top Takeaways
A hospitality mentality is one of the most important attributes anybody hiring should look for. It is a philosophy of creating positive and welcoming customer experiences that must be ingrained in every staff member, not just the frontline.
Hospitality is more than a job. It is a passion for ensuring that every guest (or customer) feels valued.
Storytelling is a powerful tool that captures customers’ attention and curiosity. A compelling brand story can help build a strong and emotional connection with customers. It helps maintain a consistent brand image and lets the customers know what to look forward to.
Modern customers expect instant solutions and gratification. Providing quick and efficient digital support options empowers customers to interact with a brand in a way that suits their preferences.
Technology can streamline processes and make experiences more convenient, but the personal touch remains important in building customer relationships. Brands need to find the balance between embracing technology and maintaining human interaction. While it is important to educate customers on digital options that will make their interactions more efficient, they should be given the option to engage in more traditional person-to-person ways based on their preferences and needs.
While technology and amenities are important, the overall experience connects with customers the most. Customers want value for their money, which translates to memorable and meaningful experiences.
Customers like doing business with brands that care about the social issues that are important to them. For example, in the hospitality industry, sustainability is a significant factor in customer experience and decision-making. Customers appreciate being part of sustainability efforts and can improve how guests perceive a brand.
Plus, Ronn shares how he got into hospitality and his advice to anyone who wants to get into the industry. Tune in!
Quotes:
“Customers crave experience over amenities. There is a difference between being expensive and being valuable. That difference comes down to the experiences and memories being created.”
“In today’s digital world, online platforms give customers the ability to talk about the positive and the negative experiences they have with brands. But, often, it’s the negative that stands out and can create a negative voice for your brand.”
“With AI’s evolving capabilities, you’ll soon be able to market to a large market but with a personal touch. We can use our data about our customers to put something out that’s meaningful and will drive consumer action.”
About:
Ronn Nicolli is the Chief Marketing Officer of Resorts World Las Vegas. He has over 20 years of experience as a marketing and nightlife executive.
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 hospitality mentality?
What role does storytelling play in creating memorable customer experiences?
Why is meeting or exceeding customer expectations important in the hospitality industry?
How do personal interactions complement technology in creating a seamless customer service experience?
How can AI be leveraged to provide personalized customer service interactions?
Top Takeaways
A hospitality mentality is one of the most important attributes anybody hiring should look for. It is a philosophy of creating positive and welcoming customer experiences that must be ingrained in every staff member, not just the frontline.
Hospitality is more than a job. It is a passion for ensuring that every guest (or customer) feels valued.
Storytelling is a powerful tool that captures customers’ attention and curiosity. A compelling brand story can help build a strong and emotional connection with customers. It helps maintain a consistent brand image and lets the customers know what to look forward to.
Modern customers expect instant solutions and gratification. Providing quick and efficient digital support options empowers customers to interact with a brand in a way that suits their preferences.
Technology can streamline processes and make experiences more convenient, but the personal touch remains important in building customer relationships. Brands need to find the balance between embracing technology and maintaining human interaction. While it is important to educate customers on digital options that will make their interactions more efficient, they should be given the option to engage in more traditional person-to-person ways based on their preferences and needs.
While technology and amenities are important, the overall experience connects with customers the most. Customers want value for their money, which translates to memorable and meaningful experiences.
Customers like doing business with brands that care about the social issues that are important to them. For example, in the hospitality industry, sustainability is a significant factor in customer experience and decision-making. Customers appreciate being part of sustainability efforts and can improve how guests perceive a brand.
Plus, Ronn shares how he got into hospitality and his advice to anyone who wants to get into the industry. Tune in!
Quotes:
“Customers crave experience over amenities. There is a difference between being expensive and being valuable. That difference comes down to the experiences and memories being created.”
“In today’s digital world, online platforms give customers the ability to talk about the positive and the negative experiences they have with brands. But, often, it’s the negative that stands out and can create a negative voice for your brand.”
“With AI’s evolving capabilities, you’ll soon be able to market to a large market but with a personal touch. We can use our data about our customers to put something out that’s meaningful and will drive consumer action.”
About:
Ronn Nicolli is the Chief Marketing Officer of Resorts World Las Vegas. He has over 20 years of experience as a marketing and nightlife executive.
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 Government (and Any Business) Can Transform Customer Experience with Gabriele Masili Copy
This episode of
Amazing Business Radio with Shep Hyken
answers the following questions and more:
How can listening to customer exchanges improve overall service experiences?
Why is it important to get feedback in real time?
What is human-centered design?
How can personalization contribute to better engagement?
What strategies can organizations use to empower employees to improve customer interactions?
Top Takeaways
Listening to customers is crucial in improving their experiences. Employees should pay attention to what customers say and use those insights to improve things.
Gathering feedback while someone is using a service, not just after, can provide valuable insights to improve processes and fix issues before they escalate constantly.
When many people provide feedback, it can be analyzed to show trends and areas for improvement. This data helps make informed decisions on enhancing services further. It provides valuable insights into what customers or citizens need and want.
Trust is essential when dealing with government services. When people trust their government, they have better experiences. Trust can be built by engaging constituents and personalizing services to meet their needs. When people feel understood and valued, their trust in the service provider, whether the government or private companies, grows.
Using human-centered design helps tailor services to meet the specific needs of different people. This means creating journeys that take into account how individuals interact with services.
Unlike businesses that often compete, government entities frequently learn from each other and share strategies. They work together to improve citizen experiences by sharing the best practices. This collaboration helps everyone benefit from successful approaches and avoid common problems.
Personalizing services means adjusting them to fit the needs of different people. Asking for the right information allows organizations to tailor their offerings and provide better experiences.
Plus, “G” shares how staffing issues affect government service delivery. Tune in!
Quotes:
“When you look at what drives a good government experience, it’s trust. Create better trust between the government and constituents by promoting better engagement.”
“The more specific you can be about constituent and customer needs, the better the engagement you’ll achieve. Personalization is at the center of this, and it begins with asking them to share information to enhance their experience.”
“Get feedback during the experience, not just after it, and you’ll have an opportunity to use that feedback to create a better experience before the whole journey ends.”
“The most important thing we need as a community is to help provide information to improve our experiences. Never feel that nothing can change in government experiences. There are thousands of people truly listening with the intent to make it better for you.”
About:
Gabriele “G” Masili is the Chief Customer Officer at Granicus. He is a keynote speaker and CX thought leader.
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 listening to customer exchanges improve overall service experiences?
Why is it important to get feedback in real time?
What is human-centered design?
How can personalization contribute to better engagement?
What strategies can organizations use to empower employees to improve customer interactions?
Top Takeaways
Listening to customers is crucial in improving their experiences. Employees should pay attention to what customers say and use those insights to improve things.
Gathering feedback while someone is using a service, not just after, can provide valuable insights to improve processes and fix issues before they escalate constantly.
When many people provide feedback, it can be analyzed to show trends and areas for improvement. This data helps make informed decisions on enhancing services further. It provides valuable insights into what customers or citizens need and want.
Trust is essential when dealing with government services. When people trust their government, they have better experiences. Trust can be built by engaging constituents and personalizing services to meet their needs. When people feel understood and valued, their trust in the service provider, whether the government or private companies, grows.
Using human-centered design helps tailor services to meet the specific needs of different people. This means creating journeys that take into account how individuals interact with services.
Unlike businesses that often compete, government entities frequently learn from each other and share strategies. They work together to improve citizen experiences by sharing the best practices. This collaboration helps everyone benefit from successful approaches and avoid common problems.
Personalizing services means adjusting them to fit the needs of different people. Asking for the right information allows organizations to tailor their offerings and provide better experiences.
Plus, “G” shares how staffing issues affect government service delivery. Tune in!
Quotes:
“When you look at what drives a good government experience, it’s trust. Create better trust between the government and constituents by promoting better engagement.”
“The more specific you can be about constituent and customer needs, the better the engagement you’ll achieve. Personalization is at the center of this, and it begins with asking them to share information to enhance their experience.”
“Get feedback during the experience, not just after it, and you’ll have an opportunity to use that feedback to create a better experience before the whole journey ends.”
“The most important thing we need as a community is to help provide information to improve our experiences. Never feel that nothing can change in government experiences. There are thousands of people truly listening with the intent to make it better for you.”
About:
Gabriele “G” Masili is the Chief Customer Officer at Granicus. He is a keynote speaker and CX thought leader.
Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio .
January 12, 2025
Top 5 Customer Service & CX Articles for Week of January 13, 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.
Beyond the First Purchase: How AI Is Transforming Customer Retention Strategies by Erik Huberman
(Grit Daily News) Diving deeper into the transformational role of AI in customer retention, we’re not just witnessing a shift. We’re at the forefront of a revolution that redefines the very essence of customer relationships. The narrative is changing from transactional encounters to continuous, engaging dialogues powered by AI. This isn’t merely about keeping the cash register ringing. It’s about fostering a community of advocates who believe in your brand as much as you do.
My Comment: Can AI create help a company create an emotional connection? It can when it’s used the right way. Marketing expert Erik Huberman shares his knowledge in this article and shows that more than just personalizing the experience at the moment (from data that AI uses based on past purchases and habits), you can now use AI to predict what customers want and need. With predictive analytics, you don’t react to the customer’s past behavior. You anticipate what customers want and need. Huberman’s example is perfect: “It’s the difference between offering an umbrella in the middle of a storm versus predicting the rain and suggesting it before the clouds gather.”
Amazon Fights Back Against Fake Reviews: How Can Retailers Prevent Fraudulent Feedback? by Nicholas Morine
(RetailWire) Fake reviews abound on online marketplaces and review aggregator platforms. This is a nigh-indisputable fact, one which nearly every consumer has encountered at one point or another when attempting to gauge the quality of an item — and the credibility of the manufacturer or vendor.
My Comment: Reviews are important. Our CX research finds that 84% of customers say ratings and reviews help them decide to make a purchase, but 85% believe some ratings and reviews are fake. So, who can you trust? This excellent article in RetailWire shows how Amazon is fighting fake ratings and reviews. The article gives you an inside look at how some companies game the system. Be sure to read the expert commentary from the RetailWire Braintrust.
Why 2025 Will Not Be the Year of Hyper-Personalized CX by Foundever
(Foundever) If you thought that generative AI was about to give your organization the ability to target its customers on an individual basis, you’re in for a shock. Despite all the genuine use cases as well as the ever-growing hope for future capabilities, you need to temper your CX strategy with a dose of reality. There are major challenges to address and obstacles to overcome before brands can even start thinking about hyper-personalization.
My Comment: This is another article on AI, and this time, it’s about a highly, as in “hyper” personalized experience. Customers enjoy doing business with companies that know why they are. That’s the beginning of personalization. This article provides a great description of the opportunities and potential problems that organizations face when trying to create personalization.
3 Ways to Stay Close to Customers, Even at Scale by René Lacerte
(Inc. Magazine) Maintaining strong connections to customers is essential to business success. Here’s how to do it.
My Comment: I love how this article opens: “‘Familiarity breeds contempt’ does not apply in business.” The author goes on to explain why the opposite is true. Familiarity with customers means you know them, understand them, and can do business with them at a much higher level. The three ideas shared in the article will help you become more familiar with your customers – and, thereby, more successful as a company.
Raw and Unfiltered: 8 Reddit Communities Where CX Professionals Keep It Real in 2025 by Rob Scott
(CX Today) Let’s face it – we’re all growing tired of the polished, LinkedIn-style corporate speak around customer experience. Sometimes you need the unvarnished truth from the frontlines. That’s where Reddit shines – it’s where CX professionals can drop the corporate mask and tell it like it is.
My Comment: If you want to hang out with more customer service and CX peeps, read this article. Reddit is a social platform that has created communities where people with similar interests can interact. This article lists eight communities with a focus on customer service and experience. If you work in a call center, are a CX leader, or use AI to create a better experience, there is a community for you.
BONUS
Top Sales Awards Podcast 2024 by Top Sales Magazine
My Comment: I’m honored that Top Sales Magazine has given me the bronze prize for my Amazing Business Radio podcast. There were plenty of podcasts to choose from, and I’m especially pleased that a customer service/CX show was recognized in a sales magazine. Thank you, TSM, for this honor!
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.
Beyond the First Purchase: How AI Is Transforming Customer Retention Strategies by Erik Huberman
(Grit Daily News) Diving deeper into the transformational role of AI in customer retention, we’re not just witnessing a shift. We’re at the forefront of a revolution that redefines the very essence of customer relationships. The narrative is changing from transactional encounters to continuous, engaging dialogues powered by AI. This isn’t merely about keeping the cash register ringing. It’s about fostering a community of advocates who believe in your brand as much as you do.
My Comment: Can AI create help a company create an emotional connection? It can when it’s used the right way. Marketing expert Erik Huberman shares his knowledge in this article and shows that more than just personalizing the experience at the moment (from data that AI uses based on past purchases and habits), you can now use AI to predict what customers want and need. With predictive analytics, you don’t react to the customer’s past behavior. You anticipate what customers want and need. Huberman’s example is perfect: “It’s the difference between offering an umbrella in the middle of a storm versus predicting the rain and suggesting it before the clouds gather.”
Amazon Fights Back Against Fake Reviews: How Can Retailers Prevent Fraudulent Feedback? by Nicholas Morine
(RetailWire) Fake reviews abound on online marketplaces and review aggregator platforms. This is a nigh-indisputable fact, one which nearly every consumer has encountered at one point or another when attempting to gauge the quality of an item — and the credibility of the manufacturer or vendor.
My Comment: Reviews are important. Our CX research finds that 84% of customers say ratings and reviews help them decide to make a purchase, but 85% believe some ratings and reviews are fake. So, who can you trust? This excellent article in RetailWire shows how Amazon is fighting fake ratings and reviews. The article gives you an inside look at how some companies game the system. Be sure to read the expert commentary from the RetailWire Braintrust.
Why 2025 Will Not Be the Year of Hyper-Personalized CX by Foundever
(Foundever) If you thought that generative AI was about to give your organization the ability to target its customers on an individual basis, you’re in for a shock. Despite all the genuine use cases as well as the ever-growing hope for future capabilities, you need to temper your CX strategy with a dose of reality. There are major challenges to address and obstacles to overcome before brands can even start thinking about hyper-personalization.
My Comment: This is another article on AI, and this time, it’s about a highly, as in “hyper” personalized experience. Customers enjoy doing business with companies that know why they are. That’s the beginning of personalization. This article provides a great description of the opportunities and potential problems that organizations face when trying to create personalization.
3 Ways to Stay Close to Customers, Even at Scale by René Lacerte
(Inc. Magazine) Maintaining strong connections to customers is essential to business success. Here’s how to do it.
My Comment: I love how this article opens: “‘Familiarity breeds contempt’ does not apply in business.” The author goes on to explain why the opposite is true. Familiarity with customers means you know them, understand them, and can do business with them at a much higher level. The three ideas shared in the article will help you become more familiar with your customers – and, thereby, more successful as a company.
Raw and Unfiltered: 8 Reddit Communities Where CX Professionals Keep It Real in 2025 by Rob Scott
(CX Today) Let’s face it – we’re all growing tired of the polished, LinkedIn-style corporate speak around customer experience. Sometimes you need the unvarnished truth from the frontlines. That’s where Reddit shines – it’s where CX professionals can drop the corporate mask and tell it like it is.
My Comment: If you want to hang out with more customer service and CX peeps, read this article. Reddit is a social platform that has created communities where people with similar interests can interact. This article lists eight communities with a focus on customer service and experience. If you work in a call center, are a CX leader, or use AI to create a better experience, there is a community for you.
BONUS
Top Sales Awards Podcast 2024 by Top Sales Magazine
My Comment: I’m honored that Top Sales Magazine has given me the bronze prize for my Amazing Business Radio podcast. There were plenty of podcasts to choose from, and I’m especially pleased that a customer service/CX show was recognized in a sales magazine. Thank you, TSM, for this honor!
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.
