Shep Hyken's Blog, page 16
December 9, 2024
The Gift of Customer Feedback with Isabelle Zdatny
This episode of
Amazing Business Radio with Shep Hyken
answers the following questions and more:
What is survey fatigue?
How can negative feedback act as a valuable tool in preventing customer churn?
Why should companies prioritize genuine feedback over high survey scores?
What are the best practices for creating effective and concise customer surveys?
How many chances do customers typically give companies after a poor experience?
Top Takeaways
Customer feedback is a gift. Negative feedback uncovers areas for improvement, potentially saving businesses from losing customers to competitors.
Customer loyalty is fragile. High customer expectations and the ability to switch to competitors easily mean companies must work even harder to keep their consumers happy. “Nice to have” industries like online retailers, hospitality, and airlines must invest more in experience to establish trust and loyalty with their customers.
Customer service is increasingly becoming more important than price. More and more customers are willing to pay extra for convenient, hassle-free experiences.
Companies need to look beyond the Voice of the Customer. Other sources, such as customer history, support interactions, and social media, can help companies understand the full scope of their customers’ experiences.
Isabelle shares stats from the 2025 Consumer Trends Report by Qualtrics . Here are some highlights:
61% of consumers shared that trust in the information that companies provide to them is a top priority.
53% of bad customer experiences result in a decrease in spending.
Customers are less willing to give feedback than they were a few years ago. Compared to 4 years ago, customer feedback after a bad experience has dropped by 8%. The number of customers who do not tell anyone about their experience has increased by over 6%
Plus, Shep and Isabelle discuss why getting honest feedback is more important than getting high metric scores. Tune in!
Quotes:
“The overall quality of customer experiences has improved. What’s changing is customer expectations. Consumers are less tolerant of bad experiences, so when they happen, they are more likely to either decrease or stop spending money on a business.”
“Customers are experiencing survey fatigue. They are bombarded with long, irrelevant surveys about their experiences, and they don’t see the companies taking action based on the insights they provide.”
“If customers take the time and effort to fill out a survey, it says that they care about you getting better and about the future of your company. If the company doesn’t thank them or acknowledge their feedback, it creates an erosion of trust.”
“All feedback is a gift. If customers are telling you about a pain point, you should cherish that because they could churn without ever letting you know why.”
About:
Isabelle Zdatny is the Head of Thought Leadership with Qualtrics Experience Management Institute. She produces industry-leading content on experience management trends and best practices, including the 2025 Consumer Trends Report.
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 survey fatigue?
How can negative feedback act as a valuable tool in preventing customer churn?
Why should companies prioritize genuine feedback over high survey scores?
What are the best practices for creating effective and concise customer surveys?
How many chances do customers typically give companies after a poor experience?
Top Takeaways
Customer feedback is a gift. Negative feedback uncovers areas for improvement, potentially saving businesses from losing customers to competitors.
Customer loyalty is fragile. High customer expectations and the ability to switch to competitors easily mean companies must work even harder to keep their consumers happy. “Nice to have” industries like online retailers, hospitality, and airlines must invest more in experience to establish trust and loyalty with their customers.
Customer service is increasingly becoming more important than price. More and more customers are willing to pay extra for convenient, hassle-free experiences.
Companies need to look beyond the Voice of the Customer. Other sources, such as customer history, support interactions, and social media, can help companies understand the full scope of their customers’ experiences.
Isabelle shares stats from the 2025 Consumer Trends Report by Qualtrics . Here are some highlights:
61% of consumers shared that trust in the information that companies provide to them is a top priority.
53% of bad customer experiences result in a decrease in spending.
Customers are less willing to give feedback than they were a few years ago. Compared to 4 years ago, customer feedback after a bad experience has dropped by 8%. The number of customers who do not tell anyone about their experience has increased by over 6%
Plus, Shep and Isabelle discuss why getting honest feedback is more important than getting high metric scores. Tune in!
Quotes:
“The overall quality of customer experiences has improved. What’s changing is customer expectations. Consumers are less tolerant of bad experiences, so when they happen, they are more likely to either decrease or stop spending money on a business.”
“Customers are experiencing survey fatigue. They are bombarded with long, irrelevant surveys about their experiences, and they don’t see the companies taking action based on the insights they provide.”
“If customers take the time and effort to fill out a survey, it says that they care about you getting better and about the future of your company. If the company doesn’t thank them or acknowledge their feedback, it creates an erosion of trust.”
“All feedback is a gift. If customers are telling you about a pain point, you should cherish that because they could churn without ever letting you know why.”
About:
Isabelle Zdatny is the Head of Thought Leadership with Qualtrics Experience Management Institute. She produces industry-leading content on experience management trends and best practices, including the 2025 Consumer Trends Report.
Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio .
The Gift of Customer Feedback by Isabelle Zdatny
This episode of
Amazing Business Radio with Shep Hyken
answers the following questions and more:
What is survey fatigue?
How can negative feedback act as a valuable tool in preventing customer churn?
Why should companies prioritize genuine feedback over high survey scores?
What are the best practices for creating effective and concise customer surveys?
How many chances do customers typically give companies after a poor experience?
Top Takeaways
Customer feedback is a gift. Negative feedback uncovers areas for improvement, potentially saving businesses from losing customers to competitors.
Customer loyalty is fragile. High customer expectations and the ability to switch to competitors easily mean companies must work even harder to keep their consumers happy. “Nice to have” industries like online retailers, hospitality, and airlines must invest more in experience to establish trust and loyalty with their customers.
Customer service is increasingly becoming more important than price. More and more customers are willing to pay extra for convenient, hassle-free experiences.
Companies need to look beyond the Voice of the Customer. Other sources, such as customer history, support interactions, and social media, can help companies understand the full scope of their customers’ experiences.
Isabelle shares stats from the 2025 Consumer Trends Report by Qualtrics . Here are some highlights:
61% of consumers shared that trust in the information that companies provide to them is a top priority.
53% of bad customer experiences result in a decrease in spending.
Customers are less willing to give feedback than they were a few years ago. Compared to 4 years ago, customer feedback after a bad experience has dropped by 8%. The number of customers who do not tell anyone about their experience has increased by over 6%
Plus, Shep and Isabelle discuss why getting honest feedback is more important than getting high metric scores. Tune in!
Quotes:
“The overall quality of customer experiences has improved. What’s changing is customer expectations. Consumers are less tolerant of bad experiences, so when they happen, they are more likely to either decrease or stop spending money on a business.”
“Customers are experiencing survey fatigue. They are bombarded with long, irrelevant surveys about their experiences, and they don’t see the companies taking action based on the insights they provide.”
“If customers take the time and effort to fill out a survey, it says that they care about you getting better and about the future of your company. If the company doesn’t thank them or acknowledge their feedback, it creates an erosion of trust.”
“All feedback is a gift. If customers are telling you about a pain point, you should cherish that because they could churn without ever letting you know why.”
About:
Isabelle Zdatny is the Head of Thought Leadership with Qualtrics Experience Management Institute. She produces industry-leading content on experience management trends and best practices, including the 2025 Consumer Trends Report.
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 survey fatigue?
How can negative feedback act as a valuable tool in preventing customer churn?
Why should companies prioritize genuine feedback over high survey scores?
What are the best practices for creating effective and concise customer surveys?
How many chances do customers typically give companies after a poor experience?
Top Takeaways
Customer feedback is a gift. Negative feedback uncovers areas for improvement, potentially saving businesses from losing customers to competitors.
Customer loyalty is fragile. High customer expectations and the ability to switch to competitors easily mean companies must work even harder to keep their consumers happy. “Nice to have” industries like online retailers, hospitality, and airlines must invest more in experience to establish trust and loyalty with their customers.
Customer service is increasingly becoming more important than price. More and more customers are willing to pay extra for convenient, hassle-free experiences.
Companies need to look beyond the Voice of the Customer. Other sources, such as customer history, support interactions, and social media, can help companies understand the full scope of their customers’ experiences.
Isabelle shares stats from the 2025 Consumer Trends Report by Qualtrics . Here are some highlights:
61% of consumers shared that trust in the information that companies provide to them is a top priority.
53% of bad customer experiences result in a decrease in spending.
Customers are less willing to give feedback than they were a few years ago. Compared to 4 years ago, customer feedback after a bad experience has dropped by 8%. The number of customers who do not tell anyone about their experience has increased by over 6%
Plus, Shep and Isabelle discuss why getting honest feedback is more important than getting high metric scores. Tune in!
Quotes:
“The overall quality of customer experiences has improved. What’s changing is customer expectations. Consumers are less tolerant of bad experiences, so when they happen, they are more likely to either decrease or stop spending money on a business.”
“Customers are experiencing survey fatigue. They are bombarded with long, irrelevant surveys about their experiences, and they don’t see the companies taking action based on the insights they provide.”
“If customers take the time and effort to fill out a survey, it says that they care about you getting better and about the future of your company. If the company doesn’t thank them or acknowledge their feedback, it creates an erosion of trust.”
“All feedback is a gift. If customers are telling you about a pain point, you should cherish that because they could churn without ever letting you know why.”
About:
Isabelle Zdatny is the Head of Thought Leadership with Qualtrics Experience Management Institute. She produces industry-leading content on experience management trends and best practices, including the 2025 Consumer Trends Report.
Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio .
Top 5 Customer Service & CX Articles for Week of December 9, 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.
Top 30+ Customer Experience Statistics to Know in 2025 by Viraj Mahajan
(Notta) If you were to list a business’s most crucial operations in 2024, customer service would probably be among the most important ones. Stiff competition means a customer can simply switch to a competitor if your business fails to provide a stellar customer experience. Having been a marketer for over a decade, I deeply understand the impact of a good customer experience. So, I’ve compiled over 30 customer experience statistics you should know for 2025.
My Comment: We kick off this week’s Top Five roundup with an article from Tomas Hult, professor at the Broad College of Business at Michigan State University and a part of the leadership team of the American Customer Satisfaction Index. He shares an interesting concept about customer asset management, which takes advantage of the link between satisfied customers and brand loyalty, helping to build a stronger relationship with customers that protects them from competitive challenges and more.
Can Your Customer Service Make a Sale? by Greg Martinelli
(Greg Martinelli) You might think that in business-to-business selling, it would be all hardnosed negotiation styles of purchasing and everything would come down to the bottom-line pricing. And sure, there were those sales. However, I also realized that even B2B buyers prefer to buy from a salesperson or a company that has better customer service.
My Comment: Customer service is more than a department that answers questions or fixes problems. That’s a department. Customer service must be baked into the entire customer journey, especially in sales. In addition, the customer support department, when they provide stellar service, may have an opportunity to make additional sales. As the title implies, this article focuses on how great customer service can make a sale.
How to Balance Customer Experience and Returns in Ecommerce by Alicia Arnold
(MarTech) With the right strategies, retailers can turn ecommerce returns into an opportunity for building lasting customer loyalty.
My Comment: Customers want to do business with retailers that provide “hassle-free” returns, but when customers abuse the liberal policy, it becomes expensive. Some of the stats in the article are surprising, such as the average return rate for an online/ecommerce is estimated at 20-30%. That’s a lot of returns! And when 75% of customers expect free returns, what’s a retailer to do? Find out in this article.
Top Customer Experience Trends You Should Watch in 2025 by Scott Clark
(CMSWire) Customer experience has become more than just a priority; it’s a competitive differentiator. With customers expecting consistent personalization across channels, proactive engagement and the flexibility to control their own narrative, brands must respond by leveraging AI-driven insights and omnichannel capabilities that offer deeper connections.
My Comment: If you have followed my weekly roundups, you know I’m a big fan of lists with future trends and predictions. Here are ten with an emphasis on AI, customer control, and hyper-personalization. (My trends will be published in my weekly Forbes column next Sunday.)
CX Predictions for 2024: What Came True? by John Davis
(CX Today) As 2024 draws to a close, and before we share expert predictions for 2025, the landscape of customer experience has been profoundly reshaped by the trends predicted earlier this year. Experts across the industry forecasted significant advancements in AI, personalization, self-service, immersive technologies, and omnichannel strategies. Let’s dive into which predictions materialized, based on insights shared by industry leaders.
My Comment: Speaking of predictions and trends, here’s an excellent article about the trends predicted for this year that DID NOT happen. The experts can’t always be right!
BONUS
How to Ensure Agents Love Your Products and Services by Megan Jones
(Call Centre Helper) Making sure agents champion your products and services can improve brand advocacy in your contact centre and help your agents take their customer conversations to the next level.
My Comment: Our friends at CallCentre Helper included me in this recent article on how to inspire customer service agents to love your products. Including my tip, there are 12 great ideas.
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 30+ Customer Experience Statistics to Know in 2025 by Viraj Mahajan
(Notta) If you were to list a business’s most crucial operations in 2024, customer service would probably be among the most important ones. Stiff competition means a customer can simply switch to a competitor if your business fails to provide a stellar customer experience. Having been a marketer for over a decade, I deeply understand the impact of a good customer experience. So, I’ve compiled over 30 customer experience statistics you should know for 2025.
My Comment: We kick off this week’s Top Five roundup with an article from Tomas Hult, professor at the Broad College of Business at Michigan State University and a part of the leadership team of the American Customer Satisfaction Index. He shares an interesting concept about customer asset management, which takes advantage of the link between satisfied customers and brand loyalty, helping to build a stronger relationship with customers that protects them from competitive challenges and more.
Can Your Customer Service Make a Sale? by Greg Martinelli
(Greg Martinelli) You might think that in business-to-business selling, it would be all hardnosed negotiation styles of purchasing and everything would come down to the bottom-line pricing. And sure, there were those sales. However, I also realized that even B2B buyers prefer to buy from a salesperson or a company that has better customer service.
My Comment: Customer service is more than a department that answers questions or fixes problems. That’s a department. Customer service must be baked into the entire customer journey, especially in sales. In addition, the customer support department, when they provide stellar service, may have an opportunity to make additional sales. As the title implies, this article focuses on how great customer service can make a sale.
How to Balance Customer Experience and Returns in Ecommerce by Alicia Arnold
(MarTech) With the right strategies, retailers can turn ecommerce returns into an opportunity for building lasting customer loyalty.
My Comment: Customers want to do business with retailers that provide “hassle-free” returns, but when customers abuse the liberal policy, it becomes expensive. Some of the stats in the article are surprising, such as the average return rate for an online/ecommerce is estimated at 20-30%. That’s a lot of returns! And when 75% of customers expect free returns, what’s a retailer to do? Find out in this article.
Top Customer Experience Trends You Should Watch in 2025 by Scott Clark
(CMSWire) Customer experience has become more than just a priority; it’s a competitive differentiator. With customers expecting consistent personalization across channels, proactive engagement and the flexibility to control their own narrative, brands must respond by leveraging AI-driven insights and omnichannel capabilities that offer deeper connections.
My Comment: If you have followed my weekly roundups, you know I’m a big fan of lists with future trends and predictions. Here are ten with an emphasis on AI, customer control, and hyper-personalization. (My trends will be published in my weekly Forbes column next Sunday.)
CX Predictions for 2024: What Came True? by John Davis
(CX Today) As 2024 draws to a close, and before we share expert predictions for 2025, the landscape of customer experience has been profoundly reshaped by the trends predicted earlier this year. Experts across the industry forecasted significant advancements in AI, personalization, self-service, immersive technologies, and omnichannel strategies. Let’s dive into which predictions materialized, based on insights shared by industry leaders.
My Comment: Speaking of predictions and trends, here’s an excellent article about the trends predicted for this year that DID NOT happen. The experts can’t always be right!
BONUS
How to Ensure Agents Love Your Products and Services by Megan Jones
(Call Centre Helper) Making sure agents champion your products and services can improve brand advocacy in your contact centre and help your agents take their customer conversations to the next level.
My Comment: Our friends at CallCentre Helper included me in this recent article on how to inspire customer service agents to love your products. Including my tip, there are 12 great ideas.
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 3, 2024
I Told Them, but They Didn’t Listen! (At Least I Don’t Think They Did)
I’ve done a lot of business with this company over the past five years, and it’s always been a great experience. About twice a year, they send out a survey. I’ve always shared glowing comments and high scores – until recently. First, a little background. The surveys are always short, and because I like the company, I always fill them out. Since I’ve never had anything negative to say or guidance to offer, I assume that’s why I never heard back from them. Still, even an automated email might have been a nice touch. Then, as mentioned, I recently had a bad experience. I told my wife, “I hope they send the survey now because I’d like to tell them what happened.”
By coincidence, a survey arrived in my inbox. It had two questions. The first asked, “On a scale of 1-10 (where one is not likely and 10 is very likely), how likely would you be to do business with us again?” I gave them a four.
The second question asked why. I told them I’ve enjoyed doing business with them, but in my recent experience, they made several mistakes. I shared what happened and also mentioned that despite the bad experience, I would continue to do business with them again. In other words, they were getting another chance. I also mentioned that if I were a first-time customer, I would most likely not come back.
There was one optional question asking if they could follow up with me. I shared my contact information, but unfortunately, I’ve not heard from them. It’s now been a month, and it may be time to stop hoping for a response.
In my customer service and CX research (sponsored by RingCentral), there is an entire section devoted to surveys, and two findings apply to this experience:
72% of customers say they never hear back from the company or brand after completing a survey.
71% assume the company or brand won’t make changes after receiving their feedback.
So, here are three lessons we can take away from this experience:
Keep the survey short. The company did this well. A few questions that take the customer a minute or two to answer will provide insight into their level of happiness and why they feel that way. If you want more information, ask permission to send a longer survey.
Send the survey at the right time. This company gets a perfect score for timing. Keep in mind that sending it out three weeks after the experience is way too late, and sending it out before the experience is over is obviously too soon. (Yes, it happens!)
Acknowledge the customer! Failure! This may be the most important lesson, and it is what this short article is all about. If the customer is willing to spend time sharing their opinion, thank them for doing so! And, if appropriate, acknowledge their specific feedback and let them know how you are using it.
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 2, 2024
Mastering the Customer Experience with Edwin Margulies
This episode of
Amazing Business Radio with Shep Hyken
answers the following questions and more:
How can companies effectively integrate new technology into existing systems to enhance customer experience?
Why is creating a frictionless customer experience important, and how can businesses achieve it?
Why is understanding consumer behavior crucial for improving customer experience?
What role does technology play in transforming the customer experience?
Why should your customer experience strategies align with corporate goals?
Top Takeaways
The customer experience has become the most important differentiator between companies. It’s not just about the products or services offered but the entire journey and interactions a customer have with a brand.
A frictionless experience leads to happy customers and a stronger relationship with the brand. Eliminating unnecessary steps and making processes more convenient can create a significant impact on customer experience.
Customers today are more educated and demanding than ever before. With information at their fingertips, they often know as much or more than the agents assisting them. Businesses must adapt by providing tailored, knowledgeable, and efficient customer service.
Edwin Margulies developed an 8-step process to help businesses tackle CX improvements:
Teaming and Goal-Setting: Understand the corporate goals and ensure that your CX goals are aligned with them. Secure support from leadership by ensuring that they understand the return on investment in the customer experience initiative.
Transaction Taxonomy: Make an account of the different types of transactions you are already doing. Then, categorize all customer interactions to identify where improvements can be made.
Customer Maturity Model: Evaluate your appetite as a company to determine how advanced you want to go in terms of CX capabilities.
Mapping Volume and Complexity: Prioritize interactions to improve by analyzing how complex and frequent they are.
Workflow Candidates: Identify specific processes that are ideal for optimization and automation.
Rationalize Business Rules and Policies: Avoid potential errors by aligning your organization’s current policies with the new automated processes.
High-Level Workflow Worksheets: Map current to future workflows to see where you can enhance the customer journey.
CX Best Practices Template: Develop a blueprint combining all the moving parts for seamless implementation.
Plus, Edwin shares more insights from his book, Mastering the Customer Experience. Tune in!
Quotes:
“The modern consumer is a wily beast. They are demanding, and they want great service. They want personalization. They don’t want to repeat themselves. They want to communicate on the channel of their choice, and they self-publish, giving them a megaphone on the experience.”
“Consumers now have more information at their fingertips. When they call for support or to complain, sometimes, they are armed with more information than the agent.”
“Develop a thirst for understanding the customer’s problem. When you try to solve the customer’s problem, you can figure out where the friction is, which drives the best outcome.”
About:
Edwin Margulies is the Chief Evangelist at Nextiva. He is a serial entrepreneur and is the author of 19 books, including his latest, Mastering the Customer Experience.
Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio .
How can companies effectively integrate new technology into existing systems to enhance customer experience?
Why is creating a frictionless customer experience important, and how can businesses achieve it?
Why is understanding consumer behavior crucial for improving customer experience?
What role does technology play in transforming the customer experience?
Why should your customer experience strategies align with corporate goals?
Top Takeaways
The customer experience has become the most important differentiator between companies. It’s not just about the products or services offered but the entire journey and interactions a customer have with a brand.
A frictionless experience leads to happy customers and a stronger relationship with the brand. Eliminating unnecessary steps and making processes more convenient can create a significant impact on customer experience.
Customers today are more educated and demanding than ever before. With information at their fingertips, they often know as much or more than the agents assisting them. Businesses must adapt by providing tailored, knowledgeable, and efficient customer service.
Edwin Margulies developed an 8-step process to help businesses tackle CX improvements:
Teaming and Goal-Setting: Understand the corporate goals and ensure that your CX goals are aligned with them. Secure support from leadership by ensuring that they understand the return on investment in the customer experience initiative.
Transaction Taxonomy: Make an account of the different types of transactions you are already doing. Then, categorize all customer interactions to identify where improvements can be made.
Customer Maturity Model: Evaluate your appetite as a company to determine how advanced you want to go in terms of CX capabilities.
Mapping Volume and Complexity: Prioritize interactions to improve by analyzing how complex and frequent they are.
Workflow Candidates: Identify specific processes that are ideal for optimization and automation.
Rationalize Business Rules and Policies: Avoid potential errors by aligning your organization’s current policies with the new automated processes.
High-Level Workflow Worksheets: Map current to future workflows to see where you can enhance the customer journey.
CX Best Practices Template: Develop a blueprint combining all the moving parts for seamless implementation.
Plus, Edwin shares more insights from his book, Mastering the Customer Experience. Tune in!
Quotes:
“The modern consumer is a wily beast. They are demanding, and they want great service. They want personalization. They don’t want to repeat themselves. They want to communicate on the channel of their choice, and they self-publish, giving them a megaphone on the experience.”
“Consumers now have more information at their fingertips. When they call for support or to complain, sometimes, they are armed with more information than the agent.”
“Develop a thirst for understanding the customer’s problem. When you try to solve the customer’s problem, you can figure out where the friction is, which drives the best outcome.”
About:
Edwin Margulies is the Chief Evangelist at Nextiva. He is a serial entrepreneur and is the author of 19 books, including his latest, Mastering the Customer Experience.
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 1, 2024
Top 5 Customer Service & CX Articles for Week of December 2, 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.
Top 30+ Customer Experience Statistics to Know in 2025 by Viraj Mahajan
(Notta) If you were to list a business’s most crucial operations in 2024, customer service would probably be among the most important ones. Stiff competition means a customer can simply switch to a competitor if your business fails to provide a stellar customer experience. Having been a marketer for over a decade, I deeply understand the impact of a good customer experience. So, I’ve compiled over 30 customer experience statistics you should know for 2025.
My Comment: I love customer service and CX stats, facts, and findings from different surveys (including our own CX research). Notta.ai has compiled some great information from sources such as McKinsey & Company, PwC, Salesforce, and others who have done CX research.
Customer Experience Journey Mapping Strategies to Improve Business Performance by Mike Henry
(InMoment) Customer experience journey mapping is how organizations visualize the end-to-end customer experience. Effective customer journey maps result in improved customer experience and business performance.
My Comment: As you know, I’m a big fan of customer experience journey mapping. This is an excellent article that breaks down reasons why it’s important, different types of journey maps you should consider, and much more.
Stop Doing These Stupid Things to Your Customers by Megan Jones
(Call Centre Helper) There are many cringeworthy mistakes contact centre teams make when trying to deliver a great customer experience – yet they become so ingrained in day-to-day working life that no one thinks to challenge them any more.
My Comment: If you have a contact center or help desk, you will love this article. Our friends at CallCentre Helper have compiled ten “stupid things” to STOP doing to your customers. I’m honored they included one of my ideas, and you’ll be glad you took the time to read the other nine.
16 Big Trends In Marketing That May Soon Be On Their Way Out by Forbes Councils Member
(Forbes) Marketing strategies rooted in fleeting digital trends can become obsolete faster than companies can adapt their long-term brand narratives. Rapid evolutions in consumer attention spans, technological platforms and social media algorithms mean that today’s cutting-edge marketing approaches could be considered passé within months, potentially wasting significant creative and financial resources.
My Comment: As we approach the beginning of the new year, articles featuring trends and predictions are abundant. I’ll even be adding my own predictions in my weekly Forbes column later this month. This article mentions 16 trends that, while wildly popular (and successful), may soon be trending in the opposite direction. Whether the authors are right or wrong is to be seen. Regardless, this information could be the topic of conversation at your next strategy meeting.
Annual Recurring Revenue — What It Is, Why It Matters and 3 Simple Tips for Increasing Yours by Andres Tovar
(Entrepreneur) Unlock the secret to skyrocketing your subscription revenue! Discover how ARR can fuel your business growth with strategic pricing, retention tactics and value-driven promotions that keep customers hooked and profits climbing.
My Comment: I love the subscription model. Almost any type of business – not all, but most – can come up with a way to incorporate a subscription model that provides monthly recurring revenue that, if done well, creates annual recurring revenue. While this article doesn’t take a deep dive into the subject, the author provides three tips that will intrigue you to consider a subscription model if you don’t already have one or remind you of some important points if you do.
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 30+ Customer Experience Statistics to Know in 2025 by Viraj Mahajan
(Notta) If you were to list a business’s most crucial operations in 2024, customer service would probably be among the most important ones. Stiff competition means a customer can simply switch to a competitor if your business fails to provide a stellar customer experience. Having been a marketer for over a decade, I deeply understand the impact of a good customer experience. So, I’ve compiled over 30 customer experience statistics you should know for 2025.
My Comment: I love customer service and CX stats, facts, and findings from different surveys (including our own CX research). Notta.ai has compiled some great information from sources such as McKinsey & Company, PwC, Salesforce, and others who have done CX research.
Customer Experience Journey Mapping Strategies to Improve Business Performance by Mike Henry
(InMoment) Customer experience journey mapping is how organizations visualize the end-to-end customer experience. Effective customer journey maps result in improved customer experience and business performance.
My Comment: As you know, I’m a big fan of customer experience journey mapping. This is an excellent article that breaks down reasons why it’s important, different types of journey maps you should consider, and much more.
Stop Doing These Stupid Things to Your Customers by Megan Jones
(Call Centre Helper) There are many cringeworthy mistakes contact centre teams make when trying to deliver a great customer experience – yet they become so ingrained in day-to-day working life that no one thinks to challenge them any more.
My Comment: If you have a contact center or help desk, you will love this article. Our friends at CallCentre Helper have compiled ten “stupid things” to STOP doing to your customers. I’m honored they included one of my ideas, and you’ll be glad you took the time to read the other nine.
16 Big Trends In Marketing That May Soon Be On Their Way Out by Forbes Councils Member
(Forbes) Marketing strategies rooted in fleeting digital trends can become obsolete faster than companies can adapt their long-term brand narratives. Rapid evolutions in consumer attention spans, technological platforms and social media algorithms mean that today’s cutting-edge marketing approaches could be considered passé within months, potentially wasting significant creative and financial resources.
My Comment: As we approach the beginning of the new year, articles featuring trends and predictions are abundant. I’ll even be adding my own predictions in my weekly Forbes column later this month. This article mentions 16 trends that, while wildly popular (and successful), may soon be trending in the opposite direction. Whether the authors are right or wrong is to be seen. Regardless, this information could be the topic of conversation at your next strategy meeting.
Annual Recurring Revenue — What It Is, Why It Matters and 3 Simple Tips for Increasing Yours by Andres Tovar
(Entrepreneur) Unlock the secret to skyrocketing your subscription revenue! Discover how ARR can fuel your business growth with strategic pricing, retention tactics and value-driven promotions that keep customers hooked and profits climbing.
My Comment: I love the subscription model. Almost any type of business – not all, but most – can come up with a way to incorporate a subscription model that provides monthly recurring revenue that, if done well, creates annual recurring revenue. While this article doesn’t take a deep dive into the subject, the author provides three tips that will intrigue you to consider a subscription model if you don’t already have one or remind you of some important points if you do.
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.
November 26, 2024
Brand Slogans as CX Promises: How to Build Lasting Customer Loyalty
I recently saw a picture of an old Steak ‘n Shake restaurant. It reminded me of when my grandparents used to take me to Steak ‘n Shake every Sunday for lunch. As a kid, I loved their slogan, which was a rhyme: “In Sight, It Must Be Right.” The slogan originated from the restaurant’s founder, Gus Belt, who would bring a barrel of steaks into the restaurant and grind them into burgers in front of the customers. It was meant to reassure customers that the burgers were made with fresh, wholesome ingredients.
The slogan was a CX promise that focused on Steak ‘n Shake’s commitment to quality. This made me realize that many slogans are, in effect, brand promises that suggest the experience the company or brand wants its customers to have. A problem I frequently notice is that these slogans are changed too often. Once you get a good one, stay with it. It may change over time, but give it a while before you make the change – unless you know it’s not working. Then, change it sooner rather than later.
Here are a few of my favorite slogans:
Zappos: “Delivering Happiness” – Zappos is an online shoe company known for its award-winning, legendary customer service. They want you to be happy with how they deliver their CX.
Disneyland: “The Happiest Place on Earth” – Speaking of delivering happiness, is there a happier place on earth than Disney? Go to a Disney theme park, and you’ll notice everyone smiling. Disney promises an unforgettable, happy experience, and they deliver.
BMW: “The Ultimate Driving Machine” – BMW is known for its high-performance and finely tuned German-engineered vehicles.
Maytag: “Built to Last” – Not long ago, I wrote about the lonely Maytag repairman commercials in a Shepard Letter article. Like Steak ‘n Shake’s promise of quality burgers, Maytag promises a washing machine that won’t break down and will last.
Enterprise Rent-A-Car: “We Pick You Up” – This slogan emphasizes the difference between Enterprise and other car rental companies. While Enterprise has been picking up its customers since the early 1970s, it officially trademarked the slogan in 1994.
Costco: “Satisfaction Guaranteed” – If you’re a Costco member, you most likely have experienced its stellar customer service and liberal, customer-focused return policy. One of several reasons to do business with them is their Satisfaction Guaranteed promise.
Your organization may or may not have a slogan. If it does, it can most likely be interpreted as a promise you’re making to your customers. And here’s the thing about promises: Even if you feel that you’re keeping your promise, your customer has the final decision whether you have or not. All you can do is do your best. Ultimately, it’s your relentless effort to fulfill that promise that defines your brand in the eyes of those you serve.
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 .
November 25, 2024
How AI Transforms Customer Support Into Customer Engagement with Christina McAllister
This episode of
Amazing Business Radio with Shep Hyken
answers the following questions and more:
How does modern AI enhance the efficiency of customer interactions in contact centers?
How can AI anticipate customer needs and offer better solutions in customer service?
What are the common fears among leadership when adopting AI solutions in customer support?
How can automation in customer service lead to improved human interaction?
Why is maintaining human contact in contact centers still important despite AI advancements?
Top Takeaways
Artificial Intelligence (AI) is becoming a huge part of customer service. Unlike old chatbots that needed programs to predict every possible question, Generative AI learns from conversations and understands the intent behind questions, which makes customer support and engagement much smoother.
Customer service isn’t just about solving problems anymore. It’s about engaging customers. Even with current technological advancements, human interaction remains crucial for resolving complex issues. By having real conversations, businesses can strengthen relationships and even create opportunities for more revenue through upselling. Engaging with customers on a personal level can lead to happier, more satisfied, and loyal customers.
Leaders are grappling with FOMO (fear of missing out) and FOMU (fear of messing up) when adopting AI. There’s a genuine fear of missing out on the opportunities AI presents and a fear of messing up by investing in the wrong technologies. It’s a delicate balance between innovation and smart adoption.
Automation, just like every new technology, often raises concerns about job loss. While digital experiences handle basic inquiries well, complex issues still require human intervention. Automation can impact jobs but also presents new opportunities for meaningful work. Businesses can choose to reassign employees to roles that focus on deeper customer interactions. For example, automating repetitive tasks can free up agents to handle more personalized interactions, enhancing the customer experience.
AI’s magic isn’t just about answering questions. It’s also about predicting what customers might need next. By analyzing patterns, AI can alert you to better deals or cost-saving opportunities you might not be aware of. This proactive approach, powered and made scalable by AI, makes customers feel valued and understood.
Plus, Christina shares the long-neglected foundations, like knowledge management and understanding agent workflows, that investing in AI has brought to the surface. Tune in!
Quotes:
“There’s a significant shift happening in the industry—from merely providing support to actively engaging with customers. The ability to personalize relationships, even through beneficial upsells, marks a new era of customer service.”
“The average handle time is not a customer experience metric. AHT, while useful for understanding staffing needs and how long calls take, isn’t the best measure of customer experience. What’s more important is resolution and the quality of customer engagement, which ultimately leads to greater customer satisfaction.”
“What do customers care about? They care about resolution. They just want their issue resolved. Sometimes, they just want assurance that they have done things right and everything is taken care of.”
“The contact center is often the only place where your company is speaking to your customers one-on-one. However, companies are spending a lot of money on marketing to talk to customers and on customer service to never talk to customers again. There is something wrong with that picture.”
About:
Christina McAllister is a senior analyst at. She helps customer service and customer experience (CX) leaders transform their strategies and capabilities in the age of the customer. Her research focuses on how technology and AI can enhance customer and agent experience.
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 does modern AI enhance the efficiency of customer interactions in contact centers?
How can AI anticipate customer needs and offer better solutions in customer service?
What are the common fears among leadership when adopting AI solutions in customer support?
How can automation in customer service lead to improved human interaction?
Why is maintaining human contact in contact centers still important despite AI advancements?
Top Takeaways
Artificial Intelligence (AI) is becoming a huge part of customer service. Unlike old chatbots that needed programs to predict every possible question, Generative AI learns from conversations and understands the intent behind questions, which makes customer support and engagement much smoother.
Customer service isn’t just about solving problems anymore. It’s about engaging customers. Even with current technological advancements, human interaction remains crucial for resolving complex issues. By having real conversations, businesses can strengthen relationships and even create opportunities for more revenue through upselling. Engaging with customers on a personal level can lead to happier, more satisfied, and loyal customers.
Leaders are grappling with FOMO (fear of missing out) and FOMU (fear of messing up) when adopting AI. There’s a genuine fear of missing out on the opportunities AI presents and a fear of messing up by investing in the wrong technologies. It’s a delicate balance between innovation and smart adoption.
Automation, just like every new technology, often raises concerns about job loss. While digital experiences handle basic inquiries well, complex issues still require human intervention. Automation can impact jobs but also presents new opportunities for meaningful work. Businesses can choose to reassign employees to roles that focus on deeper customer interactions. For example, automating repetitive tasks can free up agents to handle more personalized interactions, enhancing the customer experience.
AI’s magic isn’t just about answering questions. It’s also about predicting what customers might need next. By analyzing patterns, AI can alert you to better deals or cost-saving opportunities you might not be aware of. This proactive approach, powered and made scalable by AI, makes customers feel valued and understood.
Plus, Christina shares the long-neglected foundations, like knowledge management and understanding agent workflows, that investing in AI has brought to the surface. Tune in!
Quotes:
“There’s a significant shift happening in the industry—from merely providing support to actively engaging with customers. The ability to personalize relationships, even through beneficial upsells, marks a new era of customer service.”
“The average handle time is not a customer experience metric. AHT, while useful for understanding staffing needs and how long calls take, isn’t the best measure of customer experience. What’s more important is resolution and the quality of customer engagement, which ultimately leads to greater customer satisfaction.”
“What do customers care about? They care about resolution. They just want their issue resolved. Sometimes, they just want assurance that they have done things right and everything is taken care of.”
“The contact center is often the only place where your company is speaking to your customers one-on-one. However, companies are spending a lot of money on marketing to talk to customers and on customer service to never talk to customers again. There is something wrong with that picture.”
About:
Christina McAllister is a senior analyst at. She helps customer service and customer experience (CX) leaders transform their strategies and capabilities in the age of the customer. Her research focuses on how technology and AI can enhance customer and agent experience.
Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio .
Top 5 Customer Service & CX Articles for Week of November 25, 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.
10 Trends to Guide Your 2025 CX Strategy by NICE
(CMSWire) By embracing the power of cloud, digital and AI and aligning your CX initiatives with your customers’ needs, your business won’t just be keeping pace but leading the way in exceptional CX.
My Comment: This week’s top five starts with a research report from NICE on CX trends in 2025. You’ll have to share your information (name, email, etc.) to get the report. As we head toward the end of the year, it’s important to think about what’s trending. Obviously, AI and technology are the “topic du jour.” Its capabilities are improving and expanding.
May the CX Force be with you! by Joao Pereira
(European Customer Experience Organization) The Star Wars saga transcends its status as a beloved space opera, emerging as a rich source of insights and lessons that businesses can leverage to enhance customer experience. With its unforgettable characters, intricate plots, and immersive storytelling, Star Wars encapsulates timeless wisdom that companies can apply to cultivate customer loyalty and satisfaction.
My Comment: I love movies, and one of my favorites is Star Wars. I remember my first Star Wars movie experience in the 1970s. A good summary of the article is in this quote from the author: “Just as Luke Skywalker’s journey resonates with audiences due to his relatability and growth, brands should strive to create meaningful experiences that resonate deeply with their customers.” Isn’t that exactly what we want?
The Power of Customer Behavior Analysis by Mike Henry
(InMoment) Customer behavior analysis refers to the process of studying, analyzing, and acting on your customers’ behavior. Actively analyzing customer behavior can help your business improve operations, marketing efforts, and help build stronger customer relationships.
My Comment: There has never been a better time to understand your customer’s buying behavior. This article explains some of the benefits of understanding what customers buy and the process they go through as they decide to do so. With the tools we have at our disposal today, understanding our customers and personalizing their experience is easier than ever.
How Customer Profiling Works: 3 Effective Methods by Shopify
(Shopify) Customer profiling allows you to gather data on your target audience and paint a picture of their motivations and desires.
My Comment: This is the perfect article to follow up on our last submission from InMoment on understanding your customer’s behavior. This article covers profiling your customers, and the idea is that once you understand the customer, what to do with that information.
The Future of Contact Centers: How Generative AI Is Driving a Long-Needed Customer Service Revolution by Sheila Walthoe
(No Jitter) Imagine a world where contact center interactions are efficient, personalized, and—dare I say it, actually enjoyable. You may think I am crazy. However, this isn’t just a fanciful dream driven by excessive sleep deprivation and caffeine consumed while waiting on hold. Thanks to Generative AI, this is becoming a reality. It represents not merely a minor upgrade; it is revolutionizing customer service as we know it. Generative AI technology will prove as impactful on this generation as the Internet or the printing press for generations past.
My Comment: Customer support is going to get better! While many companies have nailed it, there are CX laggards that have given the customer support industry an undeserved reputation that leaves room for improvement. When we hear the recording (again and again) that states, “Your call is important to us,” we have to wonder if it really is. This article shares how Generative AI is going to help change that perception.
BONUS
Shep Hyken, HPU Customer Service Expert, Mentors Students and Staff by High Point University
(High Point University) Shep Hyken, a world-renowned customer service and customer experience expert, recently mentored High Point University students and staff as HPU’s Customer Service Expert in Residence. While on campus, Hyken shared lunch with students in Cottrell Hall.
My Comment: I have the honor of working with High Point University as one of their “Experts in Residence.” Last month, I spent two days at HPU sharing ideas on CX with staff and students. They did a beautiful job of summarizing the presentations.
Woman Throws A 40-Minute Fit And Colleague Listens To It All, Gets Her Fired by Robyn Smith and Ilona Baliūnaitė
(Bored Panda) Working in customer service or a call center is no walk in the park. Especially when you’re on the receiving end of customer complaints. If you’re lucky, you’ll deal with a calm and polite caller and you’ll be able to assist, say goodbye, and move on. But that’s not always the case. A recent survey revealed that 60% of customers have hung up on a customer service/support agent, and 34% of customers admit to yelling at a customer service agent.
My Comment: Last week, I was interviewed about how to handle angry customers who yell and curse at employees. The author included several of my thoughts. This is great information to remember the next time you have that angry customer who thinks they are right.
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.
10 Trends to Guide Your 2025 CX Strategy by NICE
(CMSWire) By embracing the power of cloud, digital and AI and aligning your CX initiatives with your customers’ needs, your business won’t just be keeping pace but leading the way in exceptional CX.
My Comment: This week’s top five starts with a research report from NICE on CX trends in 2025. You’ll have to share your information (name, email, etc.) to get the report. As we head toward the end of the year, it’s important to think about what’s trending. Obviously, AI and technology are the “topic du jour.” Its capabilities are improving and expanding.
May the CX Force be with you! by Joao Pereira
(European Customer Experience Organization) The Star Wars saga transcends its status as a beloved space opera, emerging as a rich source of insights and lessons that businesses can leverage to enhance customer experience. With its unforgettable characters, intricate plots, and immersive storytelling, Star Wars encapsulates timeless wisdom that companies can apply to cultivate customer loyalty and satisfaction.
My Comment: I love movies, and one of my favorites is Star Wars. I remember my first Star Wars movie experience in the 1970s. A good summary of the article is in this quote from the author: “Just as Luke Skywalker’s journey resonates with audiences due to his relatability and growth, brands should strive to create meaningful experiences that resonate deeply with their customers.” Isn’t that exactly what we want?
The Power of Customer Behavior Analysis by Mike Henry
(InMoment) Customer behavior analysis refers to the process of studying, analyzing, and acting on your customers’ behavior. Actively analyzing customer behavior can help your business improve operations, marketing efforts, and help build stronger customer relationships.
My Comment: There has never been a better time to understand your customer’s buying behavior. This article explains some of the benefits of understanding what customers buy and the process they go through as they decide to do so. With the tools we have at our disposal today, understanding our customers and personalizing their experience is easier than ever.
How Customer Profiling Works: 3 Effective Methods by Shopify
(Shopify) Customer profiling allows you to gather data on your target audience and paint a picture of their motivations and desires.
My Comment: This is the perfect article to follow up on our last submission from InMoment on understanding your customer’s behavior. This article covers profiling your customers, and the idea is that once you understand the customer, what to do with that information.
The Future of Contact Centers: How Generative AI Is Driving a Long-Needed Customer Service Revolution by Sheila Walthoe
(No Jitter) Imagine a world where contact center interactions are efficient, personalized, and—dare I say it, actually enjoyable. You may think I am crazy. However, this isn’t just a fanciful dream driven by excessive sleep deprivation and caffeine consumed while waiting on hold. Thanks to Generative AI, this is becoming a reality. It represents not merely a minor upgrade; it is revolutionizing customer service as we know it. Generative AI technology will prove as impactful on this generation as the Internet or the printing press for generations past.
My Comment: Customer support is going to get better! While many companies have nailed it, there are CX laggards that have given the customer support industry an undeserved reputation that leaves room for improvement. When we hear the recording (again and again) that states, “Your call is important to us,” we have to wonder if it really is. This article shares how Generative AI is going to help change that perception.
BONUS
Shep Hyken, HPU Customer Service Expert, Mentors Students and Staff by High Point University
(High Point University) Shep Hyken, a world-renowned customer service and customer experience expert, recently mentored High Point University students and staff as HPU’s Customer Service Expert in Residence. While on campus, Hyken shared lunch with students in Cottrell Hall.
My Comment: I have the honor of working with High Point University as one of their “Experts in Residence.” Last month, I spent two days at HPU sharing ideas on CX with staff and students. They did a beautiful job of summarizing the presentations.
Woman Throws A 40-Minute Fit And Colleague Listens To It All, Gets Her Fired by Robyn Smith and Ilona Baliūnaitė
(Bored Panda) Working in customer service or a call center is no walk in the park. Especially when you’re on the receiving end of customer complaints. If you’re lucky, you’ll deal with a calm and polite caller and you’ll be able to assist, say goodbye, and move on. But that’s not always the case. A recent survey revealed that 60% of customers have hung up on a customer service/support agent, and 34% of customers admit to yelling at a customer service agent.
My Comment: Last week, I was interviewed about how to handle angry customers who yell and curse at employees. The author included several of my thoughts. This is great information to remember the next time you have that angry customer who thinks they are right.
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.
November 21, 2024
How to get Customers to Want to Leave Reviews Copy
Top Takeaways:
Companies spend $80 billion to $90 billion each year on marketing, but only $8 billion annually on customer service.
How much can bad customer service cost your business? It could cost you your business.
Only one out of every 26 customers who have a complaint will let you know. Instead, they will tell everybody else.
The best marketing you can have involves your customer walking out the door after an amazing experience, and talking about you with everyone else.
The number one component of employee job satisfaction is recognition.
Customer feedback on employees can be even stronger than feedback on the company.
About:
Kevin J. Berk, the Founder & CEO of ServiceGuru, has been involved in startup organizations for over 25 years. He is focused on the success of ServiceGuru, which can allow you to improve customer service and increase repeat visits to your business. You can collect service feedback from your customers and use the Service Guru platform to drive repeat visits and increase revenue.
“’Fine’ is the four-letter word of customer service that I don’t ever want to hear.” – Kevin Berk
This episode of Amazing Business Radio with Shep Hyken answers the following questions … and more:
How much is poor customer service costing companies?
Why don’t customers leave feedback?
What is ServiceGuru?
Why was ServiceGuru built and what impact is it making?
How can I get more customer reviews?
Why is providing great customer service so important?
Shep Hyken is a customer service and experience expert , best-selling author and your host of Amazing Business Radio.
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Companies spend $80 billion to $90 billion each year on marketing, but only $8 billion annually on customer service.
How much can bad customer service cost your business? It could cost you your business.
Only one out of every 26 customers who have a complaint will let you know. Instead, they will tell everybody else.
The best marketing you can have involves your customer walking out the door after an amazing experience, and talking about you with everyone else.
The number one component of employee job satisfaction is recognition.
Customer feedback on employees can be even stronger than feedback on the company.
About:
Kevin J. Berk, the Founder & CEO of ServiceGuru, has been involved in startup organizations for over 25 years. He is focused on the success of ServiceGuru, which can allow you to improve customer service and increase repeat visits to your business. You can collect service feedback from your customers and use the Service Guru platform to drive repeat visits and increase revenue.
“’Fine’ is the four-letter word of customer service that I don’t ever want to hear.” – Kevin Berk
This episode of Amazing Business Radio with Shep Hyken answers the following questions … and more:
How much is poor customer service costing companies?
Why don’t customers leave feedback?
What is ServiceGuru?
Why was ServiceGuru built and what impact is it making?
How can I get more customer reviews?
Why is providing great customer service so important?
Shep Hyken is a customer service and experience expert , best-selling author and your host of Amazing Business Radio.
Save
Save
Save
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