Shep Hyken's Blog, page 13
January 7, 2025
A Look Back at the Top Articles and Podcasts of 2024
We have crossed over into the new year, and 2024 is now a history lesson. But there is a lot we can learn from history. In 2024, I wrote 52 Shepard Letter articles and released 52 podcast episodes. Here are the five best from each category. Enjoy – and learn from these “history lessons.” Top Five Shepard Letter Blogs – My weekly blog is available on the website and is also emailed to subscribers. Some people have told me they love the cartoons and don’t read the articles. Here is the best from 2024:
Rip the Band-Aid Off Communication : Communication is a cornerstone of the customer experience. Typically, nobody wants to hear bad news, but if you must relay it, do it quickly.
Customer Service Week 2024 : This special week is celebrated the first full week of October. While we want to recognize our customers, the true meaning of this is to celebrate the employees who take care of our customers. This year, I shared five ideas to inspire, motivate, and appreciate your employees.
Top Customer Service and CX Predictions and Trends for 2024 : Each year, I make observations based on what I see and hear happening in the customer service/CX space and what we find in our annual CX research.
Don’t Throw Fellow Employees Under the Bus : When mistakes occur, how employees react and what they say impacts the customers’ perception of the business. It may be someone else’s fault, but to the customer, you are the company. Your goal is to win back the customer’s confidence. That doesn’t happen when you blame others.
Make the Complicated Simple : The quote I used in the opening paragraph of this article sums up the point. Steve Jobs of Apple once said, “It takes a lot of hard work to make something look simple.” Our customers appreciate it when we can de-complicate and simplify anything related to doing business with us. Find ways to be simple!
Top Five Amazing Business Radio Episodes:
How to Create Amazing Customer Experiences in 2024 with Shep Hyken : I kicked off 2024 with five trends and 10 dos and don’ts. With all the rockstar executives and experts I interviewed, I was delighted that this episode was the No. 1 episode of 2024. (Thanks for listening!)
How to Be Ridiculously Easy to Do Business With with David Avrin : I’m a big fan of a convenient CX – so much so that I wrote The Convenience Revolution . Since writing that book, a number of other books on convenience have been published. Avrin’s is one of the best.
The Secret to eBay’s Phenomenal Customer Experience with Derek Allgood : I had the pleasure of interviewing Allgood, eBay’s VP of global CX. Hearing from the guy in charge of CX for a globally recognized brand is fascinating!
A Company Culture of Good with Chad Jensen : What is TCC? It is one of the largest Verizon retailers in the U.S., with nearly 850 locations, and Jenson is the president. Beyond its retail business is a commitment to giving back by serving employees, customers, and communities.
How to Build a Culture that Employees and Clients Love with Terry Turner : If you want a better customer experience, start with the employee experience. That – and so much more – is the wisdom that Turner, president of Pinnacle Financial Partners, shares in one of the top downloaded podcast episodes of the year.
There you have it – the top five of my articles and podcasts from 2024. If you are more of a visual person, check out my videos on ShepTV . Each week, I release a video based on one of my blogs. They are short and informative, and organizations use them for employee meetings and training.
Thank you for subscribing and tuning in! May 2025 be your best year yet, 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 Government (and Any Business) Can Transform Customer Experience with Gabriele Masili
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 5, 2025
Top 5 Customer Service & CX Articles for Week of January 6, 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.
Top 5 Customer Experience Tips from Season 1 of The SUPER AMAZING Show by Brittany Hodak
(Brittany Hodak) Season One of The SUPER AMAZING Show has been an incredible journey, and I’m so thankful for everyone who tuned in and took these tips to heart. As we look ahead to Season 2, Shep and I are excited to bring you even more actionable insights to help you create super amazing customer experiences. Thank you for letting us be a part of your 2024—and we’ll see you next year for a brand-new season!
My Comment: We kick off this week’s (and this year’s) Top Five roundup with the top five customer experience tips from Season One of the Super Amazing Show, starring Brittany Hodak and me. I’d normally put this at the end of the list as a Top Five Bonus, but the tips are excellent, and I couldn’t resist a list of five ideas to be the lead article in this year’s first Top Five list.
12 Ways to Show Clients and Biz Partners You Care in the New Year by Fast Company Executive Board
(Fast Company) In a shifting and competitive marketplace, attracting and retaining loyal clients or partnerships to help your business thrive is not what it used to be. Leaders and their teams must work even harder to gain the time, respect, trust, and financial investment of others if they want their company to grow.
My Comment: And here’s another list. This time, it’s a list of 12 ways to show your customers (clients and partners) that you care. Every customer wants to feel like you care and appreciate them. I’m sure you’ll find at least one or two ideas you can use for your business.
Rethinking Retail Returns by Ellie Crawford
(Retail TouchPoints) Returns negatively impact brands in several ways including processing costs, shipping fees, unsellable merchandise and more. With the growth in ecommerce and higher consumer expectations for convenience, it is essential for retailers to make returns processes as efficient as outbound fulfillment.
My Comment: Retail returns are becoming a costly problem for both retailers and customers. According to this article, 16.5% of all purchased merchandise was returned. I’ve read some recent statistics from different sources that claim returns are almost twice what they were a year ago. The conundrum is that customers want (and expect) easy returns. While this article doesn’t have all the answers, it has the fuel to start a conversation about how to deal with the problem.
Crafting a Successful Customer Loyalty Campaign by Denis Hure
(Reward the World) Customer loyalty is the backbone of sustainable business growth. At Reward the World, we’ve seen firsthand how a well-crafted customer loyalty campaign can transform casual buyers into brand advocates.
My Comment: This is an excellent article on customer loyalty programs. It includes compelling reasons to have a program, the benefits of creating one, and findings from research that show what works and what doesn’t when it comes to a good loyalty program. The goal is to create an emotional connection. It gets customers to come back again and again.
Top 5 CX Trends that Will Shape 2025: Study by ET Edge Insights
(ET Edge Insights) SurveySensum, has announced its latest Top 5 CX Trends for 2025 report. The research is based on insights from over 2,500 Indian customers across regions, income, age groups, and industries including B2B, SaaS, Telecom, automotive, etc. The study shows a key shift toward more personalized, empathetic, and transparent customer interactions, offering valuable insights for businesses looking to enhance their CX strategies in 2025.
My Comment: We started this week’s roundup with a list of five tips. Let’s close it out with another list of five – this time, a list of CX trends brought to us by SurveySensum. What I like about this list is the first trend, personalization. Each year, our CX research finds personalization to be a top expectation. Their research found that 74% of consumers prefer brands that personalize their offerings. That’s three-quarters of your 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.
Top 5 Customer Experience Tips from Season 1 of The SUPER AMAZING Show by Brittany Hodak
(Brittany Hodak) Season One of The SUPER AMAZING Show has been an incredible journey, and I’m so thankful for everyone who tuned in and took these tips to heart. As we look ahead to Season 2, Shep and I are excited to bring you even more actionable insights to help you create super amazing customer experiences. Thank you for letting us be a part of your 2024—and we’ll see you next year for a brand-new season!
My Comment: We kick off this week’s (and this year’s) Top Five roundup with the top five customer experience tips from Season One of the Super Amazing Show, starring Brittany Hodak and me. I’d normally put this at the end of the list as a Top Five Bonus, but the tips are excellent, and I couldn’t resist a list of five ideas to be the lead article in this year’s first Top Five list.
12 Ways to Show Clients and Biz Partners You Care in the New Year by Fast Company Executive Board
(Fast Company) In a shifting and competitive marketplace, attracting and retaining loyal clients or partnerships to help your business thrive is not what it used to be. Leaders and their teams must work even harder to gain the time, respect, trust, and financial investment of others if they want their company to grow.
My Comment: And here’s another list. This time, it’s a list of 12 ways to show your customers (clients and partners) that you care. Every customer wants to feel like you care and appreciate them. I’m sure you’ll find at least one or two ideas you can use for your business.
Rethinking Retail Returns by Ellie Crawford
(Retail TouchPoints) Returns negatively impact brands in several ways including processing costs, shipping fees, unsellable merchandise and more. With the growth in ecommerce and higher consumer expectations for convenience, it is essential for retailers to make returns processes as efficient as outbound fulfillment.
My Comment: Retail returns are becoming a costly problem for both retailers and customers. According to this article, 16.5% of all purchased merchandise was returned. I’ve read some recent statistics from different sources that claim returns are almost twice what they were a year ago. The conundrum is that customers want (and expect) easy returns. While this article doesn’t have all the answers, it has the fuel to start a conversation about how to deal with the problem.
Crafting a Successful Customer Loyalty Campaign by Denis Hure
(Reward the World) Customer loyalty is the backbone of sustainable business growth. At Reward the World, we’ve seen firsthand how a well-crafted customer loyalty campaign can transform casual buyers into brand advocates.
My Comment: This is an excellent article on customer loyalty programs. It includes compelling reasons to have a program, the benefits of creating one, and findings from research that show what works and what doesn’t when it comes to a good loyalty program. The goal is to create an emotional connection. It gets customers to come back again and again.
Top 5 CX Trends that Will Shape 2025: Study by ET Edge Insights
(ET Edge Insights) SurveySensum, has announced its latest Top 5 CX Trends for 2025 report. The research is based on insights from over 2,500 Indian customers across regions, income, age groups, and industries including B2B, SaaS, Telecom, automotive, etc. The study shows a key shift toward more personalized, empathetic, and transparent customer interactions, offering valuable insights for businesses looking to enhance their CX strategies in 2025.
My Comment: We started this week’s roundup with a list of five tips. Let’s close it out with another list of five – this time, a list of CX trends brought to us by SurveySensum. What I like about this list is the first trend, personalization. Each year, our CX research finds personalization to be a top expectation. Their research found that 74% of consumers prefer brands that personalize their offerings. That’s three-quarters of your 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.
December 31, 2024
Let’s Play 20 Customer Experience (CX) Questions – Part TWO
This week, I’m tackling the answers to 10 more of the 20 questions I answered last week. (Here’s a link to the article that featured the first Ten Customer Experience questions and answers.) Are you ready? Let’s go! What would the title of your CX superhero alter ego be? I’d be Captain Amazing, working with clients who want to create amazing customer and employee experiences.
What’s the biggest CX challenge businesses face today? Consistency. Anything less than a consistent experience erodes confidence and trust in the company or brand.
What’s your favorite metric to measure customer success? While I’m a big fan of a simple metric like NPS, when it comes to customer success and service, I coach my clients to think about TTH, as in Time to Happiness. How long does it take from the beginning of the time a customer decides to reach out for help until they are totally happy that they did? That length of time is Time to Happiness.
What company do you believe is nailing CX? It’s not a belief. It’s a fact. Deferring to my annual customer service and CX research, year after year the public chooses… Amazon!
This is a Star Wars-themed question. If you could have The Force with you, what is one thing you would change about CX? Let me play the part of Obi-Wan Kenobi, the bald, handsome Jedi Master who trained Luke Skywalker in the original Star Wars movie. CX is not just a strategy. It’s a force that goes beyond tactics and operations. It’s a philosophy to be embraced by every employee. It’s everywhere! May the CX force be with you!
If you could provide one piece of CX advice to a start-up, what would it be? Create your customer service and experience mantra. In one sentence or less, define your CX vision statement. It is every bit as important as your mission and values statement. By the way, ours is only three words: “Always be Amazing!” We want our clients to have an amazing experience with us, and we want to help our clients create amazing experiences for their customers and employees.
What is the biggest CX crime you have witnessed? I often experience this when I call customer support and the recording tells me my call is very important. Then they make me wait for an extraordinarily long time. If my call really was important, maybe they wouldn’t make me wait for so long to answer the call. Okay, it may not be the biggest CX crime, but it’s one we have all witnessed, experienced, and can relate to.
What’s a rule in CX you’d love to break? I never liked the rule that the customer is always right. No, the customer is NOT always right, but they are always the customer. So, when they are wrong, let them be wrong with dignity and respect.
What did you do before you got into CX? I’ve been in the customer service and CX business since less than a year out of college. However, I was a magician working at private parties, comedy clubs, and corporate events during my high school and college years. I loved to be amazing for my audiences. Now. I teach my clients to be amazing for their customers!
What is the latest breaking news in CX? Customer Contacts Customer Support, Gets Through Immediately, Talks to Someone Without an Accent, And Gets the Correct Answer Without Being Transferred… Okay, that’s not a real headline, but it is accurate. For some – not all – customer support needs, AI-fueled technologies have given us the ability to quickly and accurately answer questions in the language and accent of the customer, thereby creating an excellent – and sometimes amazing – customer experience!
As we wrap up these 20 questions, it might be an interesting project to take the questions you feel are relevant to you and your business and answer them. But when you do, take a little more time and discuss why the answers are important to you. For example, question 17 is “What is the biggest CX crime you have witnessed?” Add three words to the end of the question, and it becomes, “What is the biggest CX crime you have witnessed in our business?” The answers you get can lead you to make changes to avoid these so-called crimes and create a better CX. While not all of the questions will be appropriate for you, the ones that could lead you to answers that help create the experience that gets your customers to say, “I’ll be back!”
Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com . Connect with Shep on LinkedIn .
Proactive Customer Service Using Customer Feedback Featuring Michael Podolsky
This episode of
Amazing Business Radio with Shep Hyken
answers the following questions and more:
How can business use customer feedback to improve the customer experience?
How do you leverage customer reviews?
What is the best approach to respond to a negative customer review?
How can consumer feedback improve a company’s products or services?
What benefits do businesses gain from analyzing competitors’ customer reviews?
Top Takeaways
Customer reviews are essential for both consumers and businesses. They serve as a platform for consumers to express their opinions about their experiences with a company’s product or service. By leaving reviews, customers can also help other potential customers make informed decisions. Meanwhile, companies can use this customer feedback to improve their services and resolve any issues customers face.
Many of today’s consumers do not trust leaving a review on the company’s website. This skepticism comes from a fear that companies may delete negative reviews to maintain a pristine image. As a result, consumers often turn to third-party review platforms to ensure that their feedback is seen and heard.
A proactive approach in customer service means anticipating problems before they arise and addressing potential issues that customers may face. Businesses can benefit enormously by studying reviews and complaints directed at their competitors. By foreseeing these issues and finding solutions in advance, businesses can prevent customer dissatisfaction and minor issues from escalating.
Not all reviews will be positive, and it’s crucial for businesses to effectively handle negative reviews. Responding promptly and with empathy to criticism shows customers that the company values their feedback and is committed to improvement. Businesses often turn dissatisfied customers into loyal advocates by resolving their issues promptly and efficiently. A well-handled negative review can sometimes enhance a company’s reputation more than a positive review.
Discrepancies between what a product or service promises and what it delivers can lead to customer dissatisfaction. Ensuring that marketing messages, sales pitches, and delivered services align is important in setting customer expectations, helps avoid misunderstandings, and ensures a smoother customer experience.
Plus, Shep and Michael share their stories of when they had to contact the CEO directly to provide feedback and get their problems resolved. Tune in!
Quotes:
“An upset consumer (leaving a negative review) wants other customers not to suffer the same fate.“
“A customer service representative’s role is not just to fix issues but to ensure alignment between customer expectations and what the company can offer. They should also share feedback and collaborate with departments like operations and marketing to elevate service levels and meet their customers’ expectations.”
“Why do you have to learn from your own mistakes when you can learn from the mistakes of your competitors? Start reading your competitors’ issues and ask yourself how you can eliminate those problems for your company before they become issues for your customers.”
About:
Michael Podolsky is the CEO and сo-founder of PissedConsumer.com, a review and reputation management platform. He is an expert in customer service and leadership and advocates for consumers’ free speech rights.
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 business use customer feedback to improve the customer experience?
How do you leverage customer reviews?
What is the best approach to respond to a negative customer review?
How can consumer feedback improve a company’s products or services?
What benefits do businesses gain from analyzing competitors’ customer reviews?
Top Takeaways
Customer reviews are essential for both consumers and businesses. They serve as a platform for consumers to express their opinions about their experiences with a company’s product or service. By leaving reviews, customers can also help other potential customers make informed decisions. Meanwhile, companies can use this customer feedback to improve their services and resolve any issues customers face.
Many of today’s consumers do not trust leaving a review on the company’s website. This skepticism comes from a fear that companies may delete negative reviews to maintain a pristine image. As a result, consumers often turn to third-party review platforms to ensure that their feedback is seen and heard.
A proactive approach in customer service means anticipating problems before they arise and addressing potential issues that customers may face. Businesses can benefit enormously by studying reviews and complaints directed at their competitors. By foreseeing these issues and finding solutions in advance, businesses can prevent customer dissatisfaction and minor issues from escalating.
Not all reviews will be positive, and it’s crucial for businesses to effectively handle negative reviews. Responding promptly and with empathy to criticism shows customers that the company values their feedback and is committed to improvement. Businesses often turn dissatisfied customers into loyal advocates by resolving their issues promptly and efficiently. A well-handled negative review can sometimes enhance a company’s reputation more than a positive review.
Discrepancies between what a product or service promises and what it delivers can lead to customer dissatisfaction. Ensuring that marketing messages, sales pitches, and delivered services align is important in setting customer expectations, helps avoid misunderstandings, and ensures a smoother customer experience.
Plus, Shep and Michael share their stories of when they had to contact the CEO directly to provide feedback and get their problems resolved. Tune in!
Quotes:
“An upset consumer (leaving a negative review) wants other customers not to suffer the same fate.“
“A customer service representative’s role is not just to fix issues but to ensure alignment between customer expectations and what the company can offer. They should also share feedback and collaborate with departments like operations and marketing to elevate service levels and meet their customers’ expectations.”
“Why do you have to learn from your own mistakes when you can learn from the mistakes of your competitors? Start reading your competitors’ issues and ask yourself how you can eliminate those problems for your company before they become issues for your customers.”
About:
Michael Podolsky is the CEO and сo-founder of PissedConsumer.com, a review and reputation management platform. He is an expert in customer service and leadership and advocates for consumers’ free speech rights.
Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio .
December 29, 2024
Top 5 Customer Service & CX Articles for Week of December 30, 2024
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.
17 Key Customer Service Skills + Ways to Develop Them by Nidhi Lohia
(Hiver) In this article, we take a look at 17 essential skills that are relevant for those working in customer service. We will also discuss how to improve customer service skills.
My Comment: We start this week’s Top Five roundup with a list of 17 skills and traits that will make any customer service agent (and any employee for that matter) better at what they do. The list is really a reminder of the type of person we want to engage with our customers. The list starts with “Active Listening” and ends with a more motivational concept, “an Optimistic Mindset.” Some of these are what I refer to as “non-negotiable behaviors” for all employees who must talk to another person, be it a customer or a fellow employee.
Using Data, Technology and Creativity for Meaningful Customer Connections by Melanie Mingas
(CX Network) Deloitte’s Perrine Masset explains how to creating meaningful customer connections with data and technology without stifling creativity
My Comment: What happens when CX and marketing collide? Melanie Mingas interviews Perrine Masset, a partner at Deloitte Digital, to get the answer. Masset says, “Marketing has undergone a profound transformation… This shift is directly tied to the increasing emphasis on delivering exceptional CX.” For years, I’ve said that CX is part of marketing—and vice versa. This excellent article/interview will give you even more insight into the importance and power of integrating the two.
New CX Index Report: Data Reveals Personalization and Integrity Are the New Imperatives for Customer Loyalty in Retail, Financial Services, and Telecoms by Fabrizio Trotti
(Technology Reseller News) Today, customer experience (CX) is no longer just a differentiator; it’s the foundation of customer loyalty and long-term business growth. Brands that deliver outstanding CX grow faster than their rivals because expectation-exceeding experiences make a lasting impression.
My Comment: If the word in 2020 (the year of the pandemic) was empathy, then the year of 2025 is personalization and integrity. Okay, that’s two words. For the past few years, our CX research (sponsored by RingCentral) has seen personalization as a top experience customers desire. They want the companies and brands to know them. When you couple that with integrity, another word for trust, you have a combination that’s hard to beat. Make customers feel included and give them confidence (trust) in your brand, and they will say, “I’ll be back!”
4 Ways Content Can Make or Break Your Customer Experience by Colleen Jones
(Entrepreneur) When efforts to modernize customer experience focus too much on technology and not enough on content, your company risks wasting resources, falling behind the competition and losing customers.
My Comment: Content marketing is part of the customer experience. The four ideas included in this article focus on the content that introduces a new customer to your company and products (onboarding), cross-selling other products and features (adopting), keeping customers informed (communication), and easy and frictionless support (self-service). All of these add up to how content can not only add to the customer experience but retain and grow your existing customers.
What Is Social Listening? How to Take Advantage of Word of Mouth by Foundever
(Foundever) Do you know what your customers are saying about you? Online reputation is critical for businesses, and a key part of understanding how to improve CX. Let’s talk about how social listening can help you tap into the conversation.
My Comment: The simple definition or description of social listening is to pay attention to what customers are saying about you anywhere other than directly with you. In other words, any social media or online forum where customers can rate you, review you, and share their story about you, is where you want to pay attention – in the form of social listening.
BONUS
Customer Experience Predictions for 2025: Expert Insights on AI, Leadership, and Human Connection by Dan Gingiss
(Dan Gingiss) Our customer experience predictions for 2025 reveal a transformative shift in how businesses will connect with their customers. Based on insights from leading CX experts, these predictions highlight the critical intersection of artificial intelligence, human connection, and evolving customer expectations that will shape customer experience trends in 2025 and beyond.
My Comment: My buddy and fellow customer experience expert, Dan Gingiss, reached out to a bunch of other buddies and CX experts (myself included) to compile a list of predictions for the new year. The list includes the experts’ opinions of the brands leading the CX revolution and those that need to improve.
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.
17 Key Customer Service Skills + Ways to Develop Them by Nidhi Lohia
(Hiver) In this article, we take a look at 17 essential skills that are relevant for those working in customer service. We will also discuss how to improve customer service skills.
My Comment: We start this week’s Top Five roundup with a list of 17 skills and traits that will make any customer service agent (and any employee for that matter) better at what they do. The list is really a reminder of the type of person we want to engage with our customers. The list starts with “Active Listening” and ends with a more motivational concept, “an Optimistic Mindset.” Some of these are what I refer to as “non-negotiable behaviors” for all employees who must talk to another person, be it a customer or a fellow employee.
Using Data, Technology and Creativity for Meaningful Customer Connections by Melanie Mingas
(CX Network) Deloitte’s Perrine Masset explains how to creating meaningful customer connections with data and technology without stifling creativity
My Comment: What happens when CX and marketing collide? Melanie Mingas interviews Perrine Masset, a partner at Deloitte Digital, to get the answer. Masset says, “Marketing has undergone a profound transformation… This shift is directly tied to the increasing emphasis on delivering exceptional CX.” For years, I’ve said that CX is part of marketing—and vice versa. This excellent article/interview will give you even more insight into the importance and power of integrating the two.
New CX Index Report: Data Reveals Personalization and Integrity Are the New Imperatives for Customer Loyalty in Retail, Financial Services, and Telecoms by Fabrizio Trotti
(Technology Reseller News) Today, customer experience (CX) is no longer just a differentiator; it’s the foundation of customer loyalty and long-term business growth. Brands that deliver outstanding CX grow faster than their rivals because expectation-exceeding experiences make a lasting impression.
My Comment: If the word in 2020 (the year of the pandemic) was empathy, then the year of 2025 is personalization and integrity. Okay, that’s two words. For the past few years, our CX research (sponsored by RingCentral) has seen personalization as a top experience customers desire. They want the companies and brands to know them. When you couple that with integrity, another word for trust, you have a combination that’s hard to beat. Make customers feel included and give them confidence (trust) in your brand, and they will say, “I’ll be back!”
4 Ways Content Can Make or Break Your Customer Experience by Colleen Jones
(Entrepreneur) When efforts to modernize customer experience focus too much on technology and not enough on content, your company risks wasting resources, falling behind the competition and losing customers.
My Comment: Content marketing is part of the customer experience. The four ideas included in this article focus on the content that introduces a new customer to your company and products (onboarding), cross-selling other products and features (adopting), keeping customers informed (communication), and easy and frictionless support (self-service). All of these add up to how content can not only add to the customer experience but retain and grow your existing customers.
What Is Social Listening? How to Take Advantage of Word of Mouth by Foundever
(Foundever) Do you know what your customers are saying about you? Online reputation is critical for businesses, and a key part of understanding how to improve CX. Let’s talk about how social listening can help you tap into the conversation.
My Comment: The simple definition or description of social listening is to pay attention to what customers are saying about you anywhere other than directly with you. In other words, any social media or online forum where customers can rate you, review you, and share their story about you, is where you want to pay attention – in the form of social listening.
BONUS
Customer Experience Predictions for 2025: Expert Insights on AI, Leadership, and Human Connection by Dan Gingiss
(Dan Gingiss) Our customer experience predictions for 2025 reveal a transformative shift in how businesses will connect with their customers. Based on insights from leading CX experts, these predictions highlight the critical intersection of artificial intelligence, human connection, and evolving customer expectations that will shape customer experience trends in 2025 and beyond.
My Comment: My buddy and fellow customer experience expert, Dan Gingiss, reached out to a bunch of other buddies and CX experts (myself included) to compile a list of predictions for the new year. The list includes the experts’ opinions of the brands leading the CX revolution and those that need to improve.
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.
December 24, 2024
Let’s Play 20 Customer Experience (CX) Questions – Part One
Let’s play 20 Questions. Luke Jamieson, a customer experience (CX) thought leader in Australia, asked me to answer 20 customer experience questions in a “lightning round” style for one of his projects. As I considered my answers, I realized that the subscribers to my newsletter and videos would also enjoy them. There is a lot here, so I’m breaking it into two parts. So, let’s get right into it: In five words or less, what does CX mean to you? EVERY interaction your customers experience. (Five words are not easy!)
What is your CX prediction in 2025? Based on the experiences customers have with the best customer-focused brands, they continue to get smarter about CX and will demand more from you. So be ready.
What CX lesson did you learn from a TV show? I love the Seinfeld episode where Jerry tells the rental car employee, “You can take the reservation. You just can’t hold the reservation. And that’s really the most important part of the reservation.” The lesson is to honor your promises to customers – or else they may make fun of you on national TV.
What is the most innovative thing you’ve done or seen in CX? AI is the obvious answer, so here’s a different one. I love the life-size holograms of people who greet and help airport customers. It’s a little bit of Disney-style magic in our daily lives.
How do you know when a CX strategy is working? Low churn, repeat customers, referrals from happy customers, and more spending per interaction.
If you could take a CX apprentice under your wing, who would it be? Anybody in high school. Teach them young, and they will have this powerful skill and mindset for the rest of their lives.
What’s the weirdest complaint you’ve ever heard? I’ve heard a lot, but let’s go with the complaint that is often attributed to baseball legend Yogi Berra, who once said about a restaurant, “Nobody goes there anymore. It’s too crowded.”
What is your CX secret ingredient? Convenience! All things being equal, the company with the easiest experience will win.
What’s the first thing you think about when designing a new CX strategy? The customer. Start with the end in mind! Ask, “What do we want the customer to experience?” and work backward from there.
If CX were a sport, what position would you play and why? I’d play center on a hockey team. The center’s job is to play offense and score and then get back and help on defense. That’s sales and service combined!
There you go. The first 10 answers to some important and sometimes fun questions. Tune in next week for the next 10 questions.
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 .
December 23, 2024
Customer Experience Sells with Arun Shastri
This episode of
Amazing Business Radio with Shep Hyken
answers the following questions and more:
Why is including sales important in the overall plan for customer experience?
How can sales and customer service teams work together to make customers happier?
Why is digital technology key for a smooth customer experience?
What role does human interaction have in today’s changing customer experience world?
How can companies create a customer-focused experience from before a purchase to after?
Top Takeaways
Customer experience is the overall perception customers have based on their interactions with a brand, from the first web search to after the purchase. Ensuring a positive customer experience means simplifying and enriching every aspect of the customer’s journey, product, and service.
Salespeople play a crucial role in shaping the customer experience. They help customers discover what they need, educate them about solutions, and build trust.
In both B2B (business-to-business) and B2C (business-to-consumer) industries, customers expect seamless and convenient experiences. Since we are all customers, B2C interactions often serve as a benchmark for B2B expectations. Customers are not only comparing you to your competitors. They are comparing you to the best customer experiences they have had from brands in every industry.
Digital technology serves as a valuable ally in improving customer experience. While digital channels can provide quick answers, they can’t fully replace the need for human touch in more complex situations.
Brands should prioritize making every interaction efficient to respect and save the customer’s time. Businesses that can reduce or eliminate time-wasting steps in a customer’s journey will enhance their overall experience.
As customers evolve, so should businesses. Companies need to be attuned to the changing expectations and preferences of their customers so they can meet them effectively.
Plus, Shep and Arun share how salespeople and customer support teams can become trusted advisors to customers. Tune in!
Quotes:
“Customer Experience is about the overall perception through every interaction between a customer and all aspects of the brand before, during, and after a purchase.”
“Customer experience is not just a single moment. It’s about the entire journey that the customer might go through.”
“The fundamentals of customer experience really haven’t evolved. It has always been about the relentless focus on making sure that we are solving the key pain points for the customer.”
“Time is the most valuable commodity that drives customer experience. If you can reduce or eliminate one more mundane thing that the customer has to do, you’re already winning.”
“Customers are looking at your brand versus all the other brands that they engage with. If you want to differentiate yourself, think about how your customers are evolving and running to grab it and meet it.”
“There’s 20% of the companies who are leaders. If you find yourself in that 80%, don’t consider yourself a laggard. We are in a digital and AI-driven world where we can leapfrog.”
About:
Arun Shastri is a principal at ZS and the author of The Harvard Business Review Sales Management Handbook: How to Lead High-Performing Sales Teams. He is the cohost of Reinventing Customer Experience podcast and a teacher for sales executives at Kellogg.
Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio .
Why is including sales important in the overall plan for customer experience?
How can sales and customer service teams work together to make customers happier?
Why is digital technology key for a smooth customer experience?
What role does human interaction have in today’s changing customer experience world?
How can companies create a customer-focused experience from before a purchase to after?
Top Takeaways
Customer experience is the overall perception customers have based on their interactions with a brand, from the first web search to after the purchase. Ensuring a positive customer experience means simplifying and enriching every aspect of the customer’s journey, product, and service.
Salespeople play a crucial role in shaping the customer experience. They help customers discover what they need, educate them about solutions, and build trust.
In both B2B (business-to-business) and B2C (business-to-consumer) industries, customers expect seamless and convenient experiences. Since we are all customers, B2C interactions often serve as a benchmark for B2B expectations. Customers are not only comparing you to your competitors. They are comparing you to the best customer experiences they have had from brands in every industry.
Digital technology serves as a valuable ally in improving customer experience. While digital channels can provide quick answers, they can’t fully replace the need for human touch in more complex situations.
Brands should prioritize making every interaction efficient to respect and save the customer’s time. Businesses that can reduce or eliminate time-wasting steps in a customer’s journey will enhance their overall experience.
As customers evolve, so should businesses. Companies need to be attuned to the changing expectations and preferences of their customers so they can meet them effectively.
Plus, Shep and Arun share how salespeople and customer support teams can become trusted advisors to customers. Tune in!
Quotes:
“Customer Experience is about the overall perception through every interaction between a customer and all aspects of the brand before, during, and after a purchase.”
“Customer experience is not just a single moment. It’s about the entire journey that the customer might go through.”
“The fundamentals of customer experience really haven’t evolved. It has always been about the relentless focus on making sure that we are solving the key pain points for the customer.”
“Time is the most valuable commodity that drives customer experience. If you can reduce or eliminate one more mundane thing that the customer has to do, you’re already winning.”
“Customers are looking at your brand versus all the other brands that they engage with. If you want to differentiate yourself, think about how your customers are evolving and running to grab it and meet it.”
“There’s 20% of the companies who are leaders. If you find yourself in that 80%, don’t consider yourself a laggard. We are in a digital and AI-driven world where we can leapfrog.”
About:
Arun Shastri is a principal at ZS and the author of The Harvard Business Review Sales Management Handbook: How to Lead High-Performing Sales Teams. He is the cohost of Reinventing Customer Experience podcast and a teacher for sales executives at Kellogg.
Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio .
December 22, 2024
Top 5 Customer Service & CX Articles for Week of December 23, 2024
Each week, I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comments about each article and would like to hear what you think too.
5 Questions Every Business Owner MUST Answer Before 2025 by Brittany Hodak
(Brittany Hodak) The New Year is always the best time to work on your business, instead of in your business. Set yourself up for a successful 2025 by answering these questions. Cheers to an incredible year ahead!
My Comment: We’re winding down the year, and I can’t think of a better article to read to prepare for 2025. My friend and fellow CX expert, Brittany Hodak, shares five questions that every business owner (and leader) must answer before the end of the year. Your answers to these questions will set you up for, as Brittany says, “Wild success in 2025 and beyond.” Also, Brittany and I have announced season two of The Super Amazing Show, where we share a weekly tip – every week – for a year! Check it out, but for now, answer those questions!
How to Improve Customer Support on a Budget by Tycoonstory
(Tycoonstory) Whether you’re a startup starting to gain traction, or an established business, you need to run a lean operation. You also need to provide outstanding Customer support on a budget, and this can seem challenging on a small budget.
My Comment: For those who want to deliver a great customer service experience but are constrained to a lower budget, then this article is for you. Here are the topics with plenty of commentary: 1) Start with what you have, 2) Automate where you can, 3) Consider outsourcing, 4) Build a self-service hub, 5) Use data to improve, 6) Be proactive, 7) Train on customer support, 8) Personalize, and 10) Build Loyalty.
A Complete Guide to Customer Service Automation by Najam Ahmed
(Comm100) Over the years, customer service has undergone a dramatic transformation, driven by rapid advancements in technology. A sector that once relied on phone calls and long email threads has shifted to a world of instant messaging, AI chatbots, and automated systems designed to meet customer needs faster than ever before.
My Comment: An automated customer service experience can be a good one. Customers find information quickly, and it is generally accepted as a good experience that meets the customer’s expectations. While this isn’t a replacement for a good customer service rep, it can get the customer answers to basic questions and handle certain requests without having to call the company. More and more, customers seem to be attracted to getting answers quickly, even if they have to do it on their own. This article includes much information about the benefits of setting up automation for some, not all, of your customer service/CX needs.
How to Leverage GenAI for Enhanced Customer Engagement by John Dubois
(EY) GenAI is transforming content creation, distribution and consumption, driving consistent and engaging customer interactions.
My Comment: The short description of this article is to have authentic customer engagement, use generative AI (GenAI) to create a hyper-personalized experience, and break down silos. GenAI is transforming the customer experience. Take advantage of it, or you may find you are playing catch-up and keeping up with your competition.
Customer Service Statistics By Interaction, Experiences, Channels, Quality Control, Representative, Industries, Social Media And Investments by Saisuman Revankar
(Coolest Gadgets) Customer Service Statistics: Customer service plays a big role in making a business successful. All elaborated Statistics below show that happy customers are more likely to return and recommend a company to others. On the other hand, poor service can cause customers to leave, which can hurt a company’s reputation and sales.
My Comment: Let’s wrap up this week’s roundup (other than the bonus article) with a group of customer service and CX stats and findings from our friends at Coolest Gadgets. Here you’ll find more than 60 stats that will compel you to deliver a great experience – or scare you if you’re not currently doing so. (If you love this kind of information, be sure to check out my annual CX research.)
BONUS
Our Top Stories of 2024 by Rachael Trickey
(Call Centre Helper) All year round, our team have worked with industry experts across the world to bring you articles filled with the latest insights into Customer Experience, Employee Experience and Technology – but what’s been your favourite so far?
My Comment: It’s an honor to be named one of the Top Ten Consultants/Experts from CallCentreHelper.com. Their editor, Megan Jones, interviews me about once every couple of months about various topics related to customer service and the contact center. One of the interviews, The Five Pillars of Customer Experience (CX), made it to their Top Ten Articles for 2025 list.
Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops. Connect with Shep on LinkedIn.
5 Questions Every Business Owner MUST Answer Before 2025 by Brittany Hodak
(Brittany Hodak) The New Year is always the best time to work on your business, instead of in your business. Set yourself up for a successful 2025 by answering these questions. Cheers to an incredible year ahead!
My Comment: We’re winding down the year, and I can’t think of a better article to read to prepare for 2025. My friend and fellow CX expert, Brittany Hodak, shares five questions that every business owner (and leader) must answer before the end of the year. Your answers to these questions will set you up for, as Brittany says, “Wild success in 2025 and beyond.” Also, Brittany and I have announced season two of The Super Amazing Show, where we share a weekly tip – every week – for a year! Check it out, but for now, answer those questions!
How to Improve Customer Support on a Budget by Tycoonstory
(Tycoonstory) Whether you’re a startup starting to gain traction, or an established business, you need to run a lean operation. You also need to provide outstanding Customer support on a budget, and this can seem challenging on a small budget.
My Comment: For those who want to deliver a great customer service experience but are constrained to a lower budget, then this article is for you. Here are the topics with plenty of commentary: 1) Start with what you have, 2) Automate where you can, 3) Consider outsourcing, 4) Build a self-service hub, 5) Use data to improve, 6) Be proactive, 7) Train on customer support, 8) Personalize, and 10) Build Loyalty.
A Complete Guide to Customer Service Automation by Najam Ahmed
(Comm100) Over the years, customer service has undergone a dramatic transformation, driven by rapid advancements in technology. A sector that once relied on phone calls and long email threads has shifted to a world of instant messaging, AI chatbots, and automated systems designed to meet customer needs faster than ever before.
My Comment: An automated customer service experience can be a good one. Customers find information quickly, and it is generally accepted as a good experience that meets the customer’s expectations. While this isn’t a replacement for a good customer service rep, it can get the customer answers to basic questions and handle certain requests without having to call the company. More and more, customers seem to be attracted to getting answers quickly, even if they have to do it on their own. This article includes much information about the benefits of setting up automation for some, not all, of your customer service/CX needs.
How to Leverage GenAI for Enhanced Customer Engagement by John Dubois
(EY) GenAI is transforming content creation, distribution and consumption, driving consistent and engaging customer interactions.
My Comment: The short description of this article is to have authentic customer engagement, use generative AI (GenAI) to create a hyper-personalized experience, and break down silos. GenAI is transforming the customer experience. Take advantage of it, or you may find you are playing catch-up and keeping up with your competition.
Customer Service Statistics By Interaction, Experiences, Channels, Quality Control, Representative, Industries, Social Media And Investments by Saisuman Revankar
(Coolest Gadgets) Customer Service Statistics: Customer service plays a big role in making a business successful. All elaborated Statistics below show that happy customers are more likely to return and recommend a company to others. On the other hand, poor service can cause customers to leave, which can hurt a company’s reputation and sales.
My Comment: Let’s wrap up this week’s roundup (other than the bonus article) with a group of customer service and CX stats and findings from our friends at Coolest Gadgets. Here you’ll find more than 60 stats that will compel you to deliver a great experience – or scare you if you’re not currently doing so. (If you love this kind of information, be sure to check out my annual CX research.)
BONUS
Our Top Stories of 2024 by Rachael Trickey
(Call Centre Helper) All year round, our team have worked with industry experts across the world to bring you articles filled with the latest insights into Customer Experience, Employee Experience and Technology – but what’s been your favourite so far?
My Comment: It’s an honor to be named one of the Top Ten Consultants/Experts from CallCentreHelper.com. Their editor, Megan Jones, interviews me about once every couple of months about various topics related to customer service and the contact center. One of the interviews, The Five Pillars of Customer Experience (CX), made it to their Top Ten Articles for 2025 list.
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.
December 17, 2024
The Five Easiest Customer Service Tactics Anyone Can Do
It’s the holiday season, and whatever holiday you choose to celebrate – or choose not to celebrate – gifting is the norm. So, I have a gift for you: the five easiest customer service tactics that anyone and everyone can do – and they won’t cost a thing! I was recently asked in an interview, “What are the easiest and least expensive customer service or experience tactics a company can implement?” Great question, and I want to take it a step further and include employees in my answers. So, keep in mind my answers can apply to employees as well. Not just customers.
Sometimes, the best strategies or tactics don’t have to be hard or expensive to be effective. I call these customer service basics, and they are 100% common sense, but as you’ve heard me write and say in the past, common sense is often not so common. So, don’t expect anything new here, but realize these five ideas are powerful. Anyone can do them. And they don’t cost a thing.
Just be nice! The number one reason customers will leave you is the opposite of nice: rudeness and/or apathy. Whether they know it or not, customers want to feel like you’re engaged and care about them. A smile and a positive attitude go a long way.
Show Respect! Part of being respectful is being nice. Also, honor your customers’ time, value their opinions, use their names appropriately, actively listen to them, show sincere interest in them, be courteous, and be professional. I could go on with a few more, but you get the idea.
Be helpful! Even if you can’t help, have a helpful attitude. It shows you care. And if you add to that a smile – as in being nice – it’s a wonderful combination that will make customers appreciate you.
Do what you say you’ll do! The fastest way to lose your customer’s confidence and trust is to not follow through on a promise. That promise can be as simple as, “I’ll call you back in an hour.” Don’t make promises you can’t keep.
Say thank you! Don’t forget to show appreciation to your customers. You can say it in person, on the phone, via email, or write an old-fashioned handwritten note. Maybe even send a holiday card. Never miss the opportunity to say, “Thank you!”
The holiday season is a time of giving and gratitude. I share these simple ideas to remind us that sometimes the best gifts aren’t always expensive. Sometimes, they are even free. These simple customer service tactics are my gift to you, designed to enhance every interaction and spread joy. Okay, maybe I’m going a little over the top with the holiday theme. Still, I hope you, your customers, and your employees enjoy these “gifts,” and may you have a wonderful holiday!
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 .
