Shep Hyken's Blog, page 3
September 1, 2025
Top 5 Customer Service & CX Articles for Week of September 1, 2025
Each week, I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comments about each article and would like to hear what you think too.
What Business Owners Must Know to Build Brand Loyalty Through Customer Experiences by Jason Zickerman
(Entrepreneur) When business leaders consider brand building, they often think of traditional promotion, like print and digital advertising, or maybe a well-placed radio commercial to attract their target audience. They spend massive amounts of ad dollars to build brand awareness. But for most private businesses, brand building isn’t about throwing more money at advertising. It’s about creating an organization that engages, delivers on promise, and perhaps most of all, provides exceptional customer experience.
My Comment: We kick off this week’s article with an important message: A great customer experience often outperforms expensive advertising. The experience that brings customers back and makes them want to talk about you is your best marketing, and it’s far less expensive than traditional advertising. This is why I’ve preached for years that there is a blurry line (if there is a line at all) between marketing and CX.
Generational Preferences Are Shaping Attitudes toward Customer Service by Kristen Doerer
(CX Dive) All consumers demand accuracy, while younger consumers stand out with an affinity for self-service and AI, a Decagon survey found.
My Comment: I love customer service and experience research that confirms the power of delivering the right experience. This article includes some findings around customers paying more if the company provides service, why they will spend less or leave altogether (after just one bad experience), and more. Then the author looks at some of the differences between younger and older customers. This is important information that will help guide decisions you make around your CX strategy and initiatives.
Closing the CX Gap: What Business Leaders Get Wrong—and How to Fix It by Alicia Smith
(Five9) When it comes to customer experience (CX), perception matters—but reality matters more. Our latest Five9 Business Leaders CX Report uncovered a clear truth: while leaders often understand their customers, critical gaps still exist between what customers say they want and what businesses think they want. And those gaps can make or break loyalty, revenue, and brand reputation.
My Comment: Here are some more stats and facts about customer service and experience from Five9’s CX Leaders Report. Customers want information fast, but only if it’s accurate. Given the choice, they would rather have the correct information than a speedy experience. Voice is still the preferred channel for most customers, especially when urgency is involved. If this information intrigues you, there’s plenty more just like it in this short and informative article.
How to Collect Customer Feedback and Actually Make It Count by Monika Lončarić
(Infobip) Optimizing customer journeys is a surefire way to differentiate yourself from the competition. If you can offer a personalized, meaningful, and painless experience, you will already stand out among your audience and boost your CX Maturity.
My Comment: Feedback is a gift. When a customer gives you feedback, negative or positive, they have taken the time to share a thought, idea, problem, or comment that may help you create a better experience for all of your customers. According to the article, “88% of brands say they collect feedback, but the way you ask matters just as much as the fact that you ask.” The author then summarizes some ideas and feedback strategies from Joanna de Quintaniha from Forrester, who covers why feedback matters, how to collect it, asking the right questions, and more.
7 Customer Loyalty Strategies for Delivering Exceptional Service by Ryan Robinson
(Nicereply) What drives customer loyalty? Is it the products brands offer? Or is it the exceptional service they deliver? Maybe it’s a bit of both. But one certain thing is brand loyalty is a powerful thing. However, only 2 in 5 brand executives believe their customer loyalty strategies are successful.
My Comment: We wrap up this week’s Top Five roundup with an excellent and robust article that includes seven strategies to foster repeat business and loyalty. Every type of business should find at least one (probably more) of the strategies to apply. Most of the ideas are common sense, but they all make sense. In the author’s final thoughts, the idea of loyalty and repeat business can be summed up in this sentence: “Build customer loyalty strategies with memorable experiences that make your brand stand out from the pack.”
Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops. Connect with Shep on LinkedIn.
What Business Owners Must Know to Build Brand Loyalty Through Customer Experiences by Jason Zickerman
(Entrepreneur) When business leaders consider brand building, they often think of traditional promotion, like print and digital advertising, or maybe a well-placed radio commercial to attract their target audience. They spend massive amounts of ad dollars to build brand awareness. But for most private businesses, brand building isn’t about throwing more money at advertising. It’s about creating an organization that engages, delivers on promise, and perhaps most of all, provides exceptional customer experience.
My Comment: We kick off this week’s article with an important message: A great customer experience often outperforms expensive advertising. The experience that brings customers back and makes them want to talk about you is your best marketing, and it’s far less expensive than traditional advertising. This is why I’ve preached for years that there is a blurry line (if there is a line at all) between marketing and CX.
Generational Preferences Are Shaping Attitudes toward Customer Service by Kristen Doerer
(CX Dive) All consumers demand accuracy, while younger consumers stand out with an affinity for self-service and AI, a Decagon survey found.
My Comment: I love customer service and experience research that confirms the power of delivering the right experience. This article includes some findings around customers paying more if the company provides service, why they will spend less or leave altogether (after just one bad experience), and more. Then the author looks at some of the differences between younger and older customers. This is important information that will help guide decisions you make around your CX strategy and initiatives.
Closing the CX Gap: What Business Leaders Get Wrong—and How to Fix It by Alicia Smith
(Five9) When it comes to customer experience (CX), perception matters—but reality matters more. Our latest Five9 Business Leaders CX Report uncovered a clear truth: while leaders often understand their customers, critical gaps still exist between what customers say they want and what businesses think they want. And those gaps can make or break loyalty, revenue, and brand reputation.
My Comment: Here are some more stats and facts about customer service and experience from Five9’s CX Leaders Report. Customers want information fast, but only if it’s accurate. Given the choice, they would rather have the correct information than a speedy experience. Voice is still the preferred channel for most customers, especially when urgency is involved. If this information intrigues you, there’s plenty more just like it in this short and informative article.
How to Collect Customer Feedback and Actually Make It Count by Monika Lončarić
(Infobip) Optimizing customer journeys is a surefire way to differentiate yourself from the competition. If you can offer a personalized, meaningful, and painless experience, you will already stand out among your audience and boost your CX Maturity.
My Comment: Feedback is a gift. When a customer gives you feedback, negative or positive, they have taken the time to share a thought, idea, problem, or comment that may help you create a better experience for all of your customers. According to the article, “88% of brands say they collect feedback, but the way you ask matters just as much as the fact that you ask.” The author then summarizes some ideas and feedback strategies from Joanna de Quintaniha from Forrester, who covers why feedback matters, how to collect it, asking the right questions, and more.
7 Customer Loyalty Strategies for Delivering Exceptional Service by Ryan Robinson
(Nicereply) What drives customer loyalty? Is it the products brands offer? Or is it the exceptional service they deliver? Maybe it’s a bit of both. But one certain thing is brand loyalty is a powerful thing. However, only 2 in 5 brand executives believe their customer loyalty strategies are successful.
My Comment: We wrap up this week’s Top Five roundup with an excellent and robust article that includes seven strategies to foster repeat business and loyalty. Every type of business should find at least one (probably more) of the strategies to apply. Most of the ideas are common sense, but they all make sense. In the author’s final thoughts, the idea of loyalty and repeat business can be summed up in this sentence: “Build customer loyalty strategies with memorable experiences that make your brand stand out from the pack.”
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.
August 26, 2025
The Many Meanings of AI Other Than Artificial Intelligence
AI, as in artificial intelligence, is the hot topic of the past two years. The experts say we’ve barely opened the door on AI’s possibilities. We all know AI stands for artificial intelligence, and a simple definition of AI, as it applies to customer service and experience (CX), is technology that can think and learn like humans to help solve problems and answer questions, making companies and their employees more productive and efficient. I’ve shared alternative meanings of AI before, such as Artificial Incompetence , in my past articles and videos. I thought it would be fun to expand on those.
So, here are some more alternative definitions of AI:
AI = Avoiding Inconvenience: This is one of my favorite definitions of AI. If you had the choice of getting an answer to your question immediately or waiting on hold for 10 minutes, which would you choose? (That’s a rhetorical question.) AI is your friend. And, AI can eliminate waiting on hold, having to prove you’re a customer and other time-consuming activities. AI, as in Avoiding Inconvenience , is super-efficient and eliminates friction from the customer experience. You might even call this version of AI Absolutely Immediate .
AI = Always Interested: AI will always try to help the customer. Even though it may fail at times, the goal of using AI to support CX and customer support is to take care of the customer. That’s what AI is programmed to do, which is why it appears to be Always Interested in helping the customer.
AI = Artificial Incompetence or Almost Intelligent: This is a definition of AI we want to avoid. AI can make mistakes. Sometimes it misunderstands customers or concocts and shares fictitious information that seems correct but is Absolutely Incorrect . Experiences like this give AI and chatbots a bad reputation. So, here’s a good AI strategy: Avoid Incompetence .
AI = Always Improving: As fast as we program and teach AI to support our customers, it is learning even faster. Things that AI couldn’t do a few months ago are routine today. Furthermore, customers are now experiencing human-like responses versus the robotic responses they were used to just a year or two ago. The point is that the technology is Always Improving .
AI = Amazing Impact: If nothing else, we can all agree that AI can transform the customer experience by personalizing interactions at scale and freeing human customer support agents to handle complex issues rather than answering basic questions all day. This makes businesses more productive while improving the customer experience.
AI is only as good as how you use it.
With all of these alternative definitions of AI, most of them positive, it’s important to remember that AI is just a tool. It’s only as good as how you use it. The companies getting AI right know they can’t go “all in” on AI and replace the human experience. I’ve interviewed dozens of executives from some of the largest brands on the planet, and not one of them thinks AI will replace people. The key is to find the right balance between AI and the human experience to create an Amazing Impact.
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 .
Creating Customer Loyalty Through Relationships, Not Transactions with Taylor Scott
This episode of
Amazing Business Radio with Shep Hyken
answers the following questions and more:
How does a positive company culture directly impact customer satisfaction?
How does an employee’s internal experience translate to a better customer experience?
Why is it important for organizations to align their hiring practices with their core values?
How can businesses differentiate between providing transactional service and building genuine customer relationships?
How can leadership inspire employees to consistently deliver exceptional service to customers?
Top Takeaways
True hospitality is about living and working with generosity. It is about giving kindness, compassion, encouragement, and making people feel important, whether they’re customers or coworkers.
A great customer experience always begins with a strong internal culture. When employees are happy and treated well, they are more likely to treat customers with respect and kindness.
What happens behind the scenes of an organization shows up for the customer every time. A positive work environment leads to employees who want to stay, work hard, and care about the company’s success.
When a new employee joins a company, their first experiences matter just as much as a customer’s first impression. Instead of overwhelming them with boring paperwork, give them a chance to experience the best parts of the brand right away.
Imagine if, on your first day, you got to truly experience the brand and enjoy what makes it special, instead of just filling out paperwork. Meaningful onboarding makes new hires feel welcome and comfortable, and teaches them about the brand’s values more effectively than any paperwork can.
When there is alignment, employees feel like they belong, which inspires them to give their best for the customers. Finding employees who share the same values as your organization is the key to building a strong team.
Lasting business success comes from building real relationships with customers and employees, not just completing quick transactions. Make every interaction, at every stage of the journey, an opportunity to connect and leave a lasting positive impression.
Simple acts of recognition like calling someone by name, thanking them for their loyalty, or leaving a handwritten note can have a huge impact. These small gestures, which are often free or inexpensive, show customers that they are seen and valued, not just another number.
Consistent positive experiences build trust. No matter where your customers interact with your brand, whether on an app, in person, or through customer service, the experience should feel consistent and reliable.
Plus, Taylor talks about his new book, Give Hospitality, a story about how an uplifting, generous culture transforms both customers and employees. Tune in!
Quotes:
“The essence of hospitality is the ability to make people feel welcome, comfortable, and important.”
“If you really want to be an inspirational leader, build a culture where your team is empowered to do more, become more, and deliver their absolute best consistently.”
“The most important thing for hiring is starting with your organizational values. Spend time in the selection process to understand if an individual’s values align with your organizational values.”
“Focus on making an impact instead of just making a first impression.”
About:
Taylor Scott is an inspirational keynote speaker and organizational development consultant. He is a best-selling author, and his new book, Give Hospitality: A Hopeful Story of What Happens When We Live, Work, and Love from a Place of Generosity, is now available on Amazon.
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 a positive company culture directly impact customer satisfaction?
How does an employee’s internal experience translate to a better customer experience?
Why is it important for organizations to align their hiring practices with their core values?
How can businesses differentiate between providing transactional service and building genuine customer relationships?
How can leadership inspire employees to consistently deliver exceptional service to customers?
Top Takeaways
True hospitality is about living and working with generosity. It is about giving kindness, compassion, encouragement, and making people feel important, whether they’re customers or coworkers.
A great customer experience always begins with a strong internal culture. When employees are happy and treated well, they are more likely to treat customers with respect and kindness.
What happens behind the scenes of an organization shows up for the customer every time. A positive work environment leads to employees who want to stay, work hard, and care about the company’s success.
When a new employee joins a company, their first experiences matter just as much as a customer’s first impression. Instead of overwhelming them with boring paperwork, give them a chance to experience the best parts of the brand right away.
Imagine if, on your first day, you got to truly experience the brand and enjoy what makes it special, instead of just filling out paperwork. Meaningful onboarding makes new hires feel welcome and comfortable, and teaches them about the brand’s values more effectively than any paperwork can.
When there is alignment, employees feel like they belong, which inspires them to give their best for the customers. Finding employees who share the same values as your organization is the key to building a strong team.
Lasting business success comes from building real relationships with customers and employees, not just completing quick transactions. Make every interaction, at every stage of the journey, an opportunity to connect and leave a lasting positive impression.
Simple acts of recognition like calling someone by name, thanking them for their loyalty, or leaving a handwritten note can have a huge impact. These small gestures, which are often free or inexpensive, show customers that they are seen and valued, not just another number.
Consistent positive experiences build trust. No matter where your customers interact with your brand, whether on an app, in person, or through customer service, the experience should feel consistent and reliable.
Plus, Taylor talks about his new book, Give Hospitality, a story about how an uplifting, generous culture transforms both customers and employees. Tune in!
Quotes:
“The essence of hospitality is the ability to make people feel welcome, comfortable, and important.”
“If you really want to be an inspirational leader, build a culture where your team is empowered to do more, become more, and deliver their absolute best consistently.”
“The most important thing for hiring is starting with your organizational values. Spend time in the selection process to understand if an individual’s values align with your organizational values.”
“Focus on making an impact instead of just making a first impression.”
About:
Taylor Scott is an inspirational keynote speaker and organizational development consultant. He is a best-selling author, and his new book, Give Hospitality: A Hopeful Story of What Happens When We Live, Work, and Love from a Place of Generosity, is now available on Amazon.
Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio .
August 24, 2025
Top 5 Customer Service & CX Articles for Week of August 25, 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.
Want to Boost Loyalty? Fix Your Customers’ Problems by Michael Brady
(CX Dive) Solving customer challenges shows that “a brand sees them, hears them and, more importantly, is willing to take action to make their experience better,” one expert said.
My Comment: The opening line in this article is: “Bad experiences cost companies return business.” True… unless the bad experience is handled well. My friend, Tom Baldwin, former CEO of Morton’s and Benihana’s, says, “Great customer service is complaints handled well.” His mantra was that a guest should never leave a restaurant unhappy. I recently wrote about the Customer Service Recovery Paradox, which states that a complaint handled well actually increases the customer’s confidence in the company more than if the complaint had never occurred. This article sums it up by saying every customer challenge is a loyalty-building opportunity.
Reducing Customer Wait Time: 4 Ways To Turn Frustration Into Loyalty by Brittany Hodak
(Brittany Hodak) The truth is, waiting isn’t just inconvenient — it’s emotional. When customers feel ignored or unappreciated, it erodes trust and loyalty. And most of the time, you won’t even know you’ve lost them…they’ll quietly move on to a competitor.
My Comment: Customers don’t like waiting. My annual customer service research report finds almost a third (29%) of customers are very likely to switch companies or leave a brand after a long wait – and 37% said they were somewhat likely. And that’s why you should read this article. Brittany Hodak, my friend and fellow CX expert, writes about how to turn the frustration of waiting into loyalty.
Using AI to Deliver WISER Customer Experiences in Any Industry by Dan Gingiss
(Dan Gingiss) In today’s competitive landscape, it’s no longer enough to offer a good product or service. Customers expect more – more personalization, more empathy, more convenience, and more wow. That’s where AI-powered customer experience comes in.
My Comment: My friend, Dan Gingis, known as “The Experience Maker,” shared how his WISER formula works for AI-fueled customer experiences. How about an AI experience that is Witty, Immersive, Shareable, Extraordinary, and Responsive? That’s the WISER experience! So, if you want your customers to use your AI customer support, follow this formula.
NPS Has Its Flaws — But When Is It the Right Tool for the Job? by Bryan Wassel
(CX Dive) The fluidity of customer experiences means a single label or number often doesn’t tell the whole story. For CX teams, that requires looking beyond NPS.
My Comment: I’m a big fan of NPS (Net Promoter Score). It’s been around for more than 20 years, and recently (as in the past few years), experts have been finding flaws in the measurement. My take is that the flaws aren’t about the NPS concept. It’s how it is used. It can be gamed. It doesn’t share the entire CX story. Even Fred Reichheld, the inventor of NPS, admits this and suggests that an even better measurement isn’t about the likelihood to recommend, but whether the customer actually makes the recommendation. The article points out something very important. NPS, when used properly, can measure both positive and negative customer sentiment, which is pretty darned important!
Why Your Customer Experience Metrics Miss the Boat by Sean Albertson
(CMSWire) In business, we’re addicted to measurement. ROI. NPS. CSAT. CES. We track every blip and bounce, hoping numbers will tell the full story. But here’s the truth many leaders are starting to confront: great numbers don’t always equal great experiences.
My Comment: As long as we’re talking about customer service/CX metrics (like NPS), this is a great article that emphasizes the limitations some metrics may have. This article focuses on FLOW, which the author defines as the outcome of alignment. It’s when the needs of the customer, employee, and the business are all flowing together in the right direction and reinforce each other.
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.
Want to Boost Loyalty? Fix Your Customers’ Problems by Michael Brady
(CX Dive) Solving customer challenges shows that “a brand sees them, hears them and, more importantly, is willing to take action to make their experience better,” one expert said.
My Comment: The opening line in this article is: “Bad experiences cost companies return business.” True… unless the bad experience is handled well. My friend, Tom Baldwin, former CEO of Morton’s and Benihana’s, says, “Great customer service is complaints handled well.” His mantra was that a guest should never leave a restaurant unhappy. I recently wrote about the Customer Service Recovery Paradox, which states that a complaint handled well actually increases the customer’s confidence in the company more than if the complaint had never occurred. This article sums it up by saying every customer challenge is a loyalty-building opportunity.
Reducing Customer Wait Time: 4 Ways To Turn Frustration Into Loyalty by Brittany Hodak
(Brittany Hodak) The truth is, waiting isn’t just inconvenient — it’s emotional. When customers feel ignored or unappreciated, it erodes trust and loyalty. And most of the time, you won’t even know you’ve lost them…they’ll quietly move on to a competitor.
My Comment: Customers don’t like waiting. My annual customer service research report finds almost a third (29%) of customers are very likely to switch companies or leave a brand after a long wait – and 37% said they were somewhat likely. And that’s why you should read this article. Brittany Hodak, my friend and fellow CX expert, writes about how to turn the frustration of waiting into loyalty.
Using AI to Deliver WISER Customer Experiences in Any Industry by Dan Gingiss
(Dan Gingiss) In today’s competitive landscape, it’s no longer enough to offer a good product or service. Customers expect more – more personalization, more empathy, more convenience, and more wow. That’s where AI-powered customer experience comes in.
My Comment: My friend, Dan Gingis, known as “The Experience Maker,” shared how his WISER formula works for AI-fueled customer experiences. How about an AI experience that is Witty, Immersive, Shareable, Extraordinary, and Responsive? That’s the WISER experience! So, if you want your customers to use your AI customer support, follow this formula.
NPS Has Its Flaws — But When Is It the Right Tool for the Job? by Bryan Wassel
(CX Dive) The fluidity of customer experiences means a single label or number often doesn’t tell the whole story. For CX teams, that requires looking beyond NPS.
My Comment: I’m a big fan of NPS (Net Promoter Score). It’s been around for more than 20 years, and recently (as in the past few years), experts have been finding flaws in the measurement. My take is that the flaws aren’t about the NPS concept. It’s how it is used. It can be gamed. It doesn’t share the entire CX story. Even Fred Reichheld, the inventor of NPS, admits this and suggests that an even better measurement isn’t about the likelihood to recommend, but whether the customer actually makes the recommendation. The article points out something very important. NPS, when used properly, can measure both positive and negative customer sentiment, which is pretty darned important!
Why Your Customer Experience Metrics Miss the Boat by Sean Albertson
(CMSWire) In business, we’re addicted to measurement. ROI. NPS. CSAT. CES. We track every blip and bounce, hoping numbers will tell the full story. But here’s the truth many leaders are starting to confront: great numbers don’t always equal great experiences.
My Comment: As long as we’re talking about customer service/CX metrics (like NPS), this is a great article that emphasizes the limitations some metrics may have. This article focuses on FLOW, which the author defines as the outcome of alignment. It’s when the needs of the customer, employee, and the business are all flowing together in the right direction and reinforce each other.
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.
August 19, 2025
Five Ways to React to What Customers Say About You Online
It’s one thing to listen to what your customers are saying when they reach out to you directly through calls, emails, texts, or direct messages. But many customers prefer to “go social” and comment on social media, review sites, and online forums. So the question is, “Are you listening?”
By “listening,” I mean social listening, paying attention to what customers are saying about you everywhere except directly to you.
In the past month, I’ve been asked twice about social listening, responding to surveys, and monitoring online comments and reviews. However, let me emphasize that comments and reviews are not limited to the typical review sites, such as Google, Yelp, TripAdvisor, and others. Your customers will also share comments on Facebook, Instagram, and other social media sites.
So, even though we call it social listening, a better name might be social reacting. If you take the time to “listen,” which means reading or watching what customers are saying about you, it is in your best interest to react with an appropriate response.
While I believe you should respond to all comments and reviews, it’s especially important to respond to the negative. By the way, negative reviews aren’t so bad. In one of my articles about embracing negative reviews, I mentioned that a perfect five-star rating causes some customers to think, “This is too good to be true.” Perfection is not reality, and customers know this.
With that in mind, here are five social reaction strategies and tactics:
React to Positive Comments: A short thank you is appropriate. If you can personalize it, even better.
React to Negative Comments: As mentioned, it’s especially important to respond to negative reviews and comments, and I’ll add, in a timely fashion. The sooner the better. This adds a sense of urgency and creates credibility. If possible, take the complaint “offline” and deal directly with the customer. Then return to the site where the comment or review was first shared and let the world know you resolved the issue.
React to Unreasonable Comments: Not every comment will be reasonable. Some people will be unreasonable. A simple and professional response is appropriate. Offer a way for the customer to contact you directly. Don’t be defensive, or you’ll add fuel to the fire.
It’s Okay to Use AI and Templates When Reacting: Depending on how many comments you get, AI and templates can save you time. But, make sure to customize them to the situation. Don’t just copy and paste comments. Customers will notice.
Treat Customer Comments as Learning Opportunities: This idea goes beyond social channels and review sites. Any comment that comes your way, positive or negative, is a learning opportunity. If you get negative feedback, find ways to prevent it from happening again. If the feedback is positive, find ways to make sure it always happens.
Companies spend a lot of money to get customers to notice them through marketing and advertising. Don’t waste that investment by not considering social reacting as part of your marketing and CX plan.
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 .
August 18, 2025
From Customer Frustration to Customer Satisfaction with Mark Rohan
This episode of
Amazing Business Radio with Shep Hyken
answers the following questions and more:
Why do many customers still prefer voice support over digital self-service or AI solutions?
What percentage of customers are likely to leave a company after a negative experience with automated phone systems?
How can companies use technology to detect and resolve customer service issues in real time?
Why is it important for companies to offer both digital and human support options?
What role does artificial intelligence play in modern customer support?
Top Takeaways
The customer experience begins the moment you first attempt to communicate with a business, whether through a chatbot, a phone call, or an email. Every interaction creates the customer’s impression of the organization. Be easy to do business with right from the very beginning.
Tools like Interactive Voice Response (IVR) menus and AI chatbots can make the difference between customer satisfaction and frustration. Studies show that around 73% of people will avoid a business if they have a bad encounter with an automated phone menu. That means companies could lose customers before they even have a chance to help them.
No matter how good AI and digital options become, there will always be moments when people want to talk to another person. AI and digital options may deliver the quickest response for routine or predictable issues that customers encounter day to day. However, when issues are urgent or sensitive, most customers prefer to hear a reassuring human voice.
Businesses that stick with doing things “the way we’ve always done it” put themselves at risk of falling behind. Adapting to new technologies, even if it feels uncomfortable, keeps companies competitive and relevant.
Customers don’t just compare one business to its direct competitors. Instead, they compare every interaction to the very best experience they’ve ever had, no matter where that was. If another company makes things quick and easy, customers expect you to do the same. Companies must continuously strive to be proactive, responsive, and raise their own standards.
Every issue that a customer encounters is an opportunity to be memorable and to create loyalty. If a problem occurs and is resolved quickly and kindly, customers may trust the company even more than if nothing had gone wrong.
Plus, Shep and Mark discuss what world-class brands are doing differently when it comes to integrating technology into their processes. Tune in!
Quotes:
“Everybody remembers the poor experiences, but very few people remember the good ones. You can’t always deliver a perfect customer experience, but you do your best to deliver the best you possibly can.”
“When things go wrong, what’s important is to go above and beyond thereafter, because that’s the thing that resonates a lot more with customers.”
“Customer experience doesn’t start once customers talk to an agent. It starts from the very first time that a customer makes any engagement with the business.”
“Embrace change. The most detrimental words to any business in the world are “That’s the way we always did it.”
About:
Mark Rohan is the Co-Founder and COO of Klearcom. He has 20 years of experience in telecom and IT, and is a strong advocate for seamless customer experiences.
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 do many customers still prefer voice support over digital self-service or AI solutions?
What percentage of customers are likely to leave a company after a negative experience with automated phone systems?
How can companies use technology to detect and resolve customer service issues in real time?
Why is it important for companies to offer both digital and human support options?
What role does artificial intelligence play in modern customer support?
Top Takeaways
The customer experience begins the moment you first attempt to communicate with a business, whether through a chatbot, a phone call, or an email. Every interaction creates the customer’s impression of the organization. Be easy to do business with right from the very beginning.
Tools like Interactive Voice Response (IVR) menus and AI chatbots can make the difference between customer satisfaction and frustration. Studies show that around 73% of people will avoid a business if they have a bad encounter with an automated phone menu. That means companies could lose customers before they even have a chance to help them.
No matter how good AI and digital options become, there will always be moments when people want to talk to another person. AI and digital options may deliver the quickest response for routine or predictable issues that customers encounter day to day. However, when issues are urgent or sensitive, most customers prefer to hear a reassuring human voice.
Businesses that stick with doing things “the way we’ve always done it” put themselves at risk of falling behind. Adapting to new technologies, even if it feels uncomfortable, keeps companies competitive and relevant.
Customers don’t just compare one business to its direct competitors. Instead, they compare every interaction to the very best experience they’ve ever had, no matter where that was. If another company makes things quick and easy, customers expect you to do the same. Companies must continuously strive to be proactive, responsive, and raise their own standards.
Every issue that a customer encounters is an opportunity to be memorable and to create loyalty. If a problem occurs and is resolved quickly and kindly, customers may trust the company even more than if nothing had gone wrong.
Plus, Shep and Mark discuss what world-class brands are doing differently when it comes to integrating technology into their processes. Tune in!
Quotes:
“Everybody remembers the poor experiences, but very few people remember the good ones. You can’t always deliver a perfect customer experience, but you do your best to deliver the best you possibly can.”
“When things go wrong, what’s important is to go above and beyond thereafter, because that’s the thing that resonates a lot more with customers.”
“Customer experience doesn’t start once customers talk to an agent. It starts from the very first time that a customer makes any engagement with the business.”
“Embrace change. The most detrimental words to any business in the world are “That’s the way we always did it.”
About:
Mark Rohan is the Co-Founder and COO of Klearcom. He has 20 years of experience in telecom and IT, and is a strong advocate for seamless customer experiences.
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 August 18, 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.
Is Customer Service Getting Worse? Boomers and Gen Xers Seem to Think So by Jason Bramwell
(CPA Practice Advisor) Nearly half of U.S. shoppers say customer service provided by businesses is getting worse, according to results from the latest Consumer Pulse survey from GoDaddy, yet Gen Z and millennials remain more upbeat than their parents’ generations.
My Comment: We kick of this week’s Top Five roundup with a short article that shares some findings related to customer service getting worse. According to a survey from GoDaddy, half of U.S. shoppers say customer service is getting worse. That perfectly aligns with my customer service and CX research (50%). But not all shoppers/consumers feel the same. Age makes a difference. There’s a big difference between Gen Z and Baby Boomers.
5 Ways a Chatbot Will Help Your Customer Service Team by Daria Leshchenko
(Inc. Magazine) Global research and advisory firm Gartner predicted in 2023 much of what we are experiencing today. Generative AI, digital customer service, and conversational user interfaces are transforming the customer service journey, enabling customer service leaders to meet the rapidly growing expectations of the next generation of customer support.
My Comment: Yes, chatbots can help your customer service team. This article shares five ways to do so, recognizing that AI can offer 24/7 support, transfer the caller to a live agent when needed, communicate with the customer in multiple languages, and more. If this article intrigues you, be sure to check out my recently published article titled Five Reasons We Love Chatbots and Five Reasons We Hate Them .
How Retailers Are Using Delivery Personas to Build Customer Loyalty by Johannes Panzer
(Total Retail) While consumers’ e-commerce expectations grow more fragmented, one important solution is to offer dynamic delivery options that allow customers to choose based on their priorities. By designing delivery features around real customer behavior and operational capacity, retailers can drive down cost, reduce delivery failures, and retain more customers with every order.
My Comment: This article looks at a new way online retailers are personalizing the experience for their customers. There are many differences in the way people buy, based on background, gender, age, etc. What about how their orders are delivered? This article identifies five personas and how they like their merchandise delivered. The differences include cost, speed, eco-friendliness, and more.
B2B Customer Loyalty In The Age Of Ubiquitous B2C Convenience by Martha Salinas
(MinuteHack) B2B buyers increasingly expect the same convenience and ease they experience as consumers. That may sound self-evident, but for suppliers operating in complex, competitive environments, it’s a reality that demands attention: even your most longstanding customers wouldn’t hesitate to walk away with surprising speed.
My Comment: All customers, and that includes B2B customers, compare all of their experiences to the best experiences they have had with any company, and that most likely is a consumer experience. Why? Even purchasing agents in large companies are consumers. This article focuses on creating a B2B payment system similar to a consumer experience. Consider this an example of just one way we can bring B2C thinking into a B2B customer experience.
OpenAI Forgot the Golden Rule of CX: Don’t Yank Away What Customers Love by Dom Nicastro
(CMSWire) No matter how good these large language models like OpenAI’s baby ChatGPT get, customer experience will always matter. Always.
My Comment: Recently, OpenAI rolled out an updated version of its popular ChatGPT platform. Based on the features and benefits of the new ChatGPT 5, it seemed like customers would love it – but they didn’t. It’s like when Coca-Cola rolled out The New Coke. It didn’t take long for consumers to convince Coke to go back to offering the original Coke. That’s close to what OpenAI did. Almost immediately, they made ChatGPT 4 available with the upgrade as an option. They also apologized and acknowledged the problem. Yes, OpenAI’s intention was good. The execution didn’t work. The recovery is textbook excellent customer experience.
Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops. Connect with Shep on LinkedIn.
Is Customer Service Getting Worse? Boomers and Gen Xers Seem to Think So by Jason Bramwell
(CPA Practice Advisor) Nearly half of U.S. shoppers say customer service provided by businesses is getting worse, according to results from the latest Consumer Pulse survey from GoDaddy, yet Gen Z and millennials remain more upbeat than their parents’ generations.
My Comment: We kick of this week’s Top Five roundup with a short article that shares some findings related to customer service getting worse. According to a survey from GoDaddy, half of U.S. shoppers say customer service is getting worse. That perfectly aligns with my customer service and CX research (50%). But not all shoppers/consumers feel the same. Age makes a difference. There’s a big difference between Gen Z and Baby Boomers.
5 Ways a Chatbot Will Help Your Customer Service Team by Daria Leshchenko
(Inc. Magazine) Global research and advisory firm Gartner predicted in 2023 much of what we are experiencing today. Generative AI, digital customer service, and conversational user interfaces are transforming the customer service journey, enabling customer service leaders to meet the rapidly growing expectations of the next generation of customer support.
My Comment: Yes, chatbots can help your customer service team. This article shares five ways to do so, recognizing that AI can offer 24/7 support, transfer the caller to a live agent when needed, communicate with the customer in multiple languages, and more. If this article intrigues you, be sure to check out my recently published article titled Five Reasons We Love Chatbots and Five Reasons We Hate Them .
How Retailers Are Using Delivery Personas to Build Customer Loyalty by Johannes Panzer
(Total Retail) While consumers’ e-commerce expectations grow more fragmented, one important solution is to offer dynamic delivery options that allow customers to choose based on their priorities. By designing delivery features around real customer behavior and operational capacity, retailers can drive down cost, reduce delivery failures, and retain more customers with every order.
My Comment: This article looks at a new way online retailers are personalizing the experience for their customers. There are many differences in the way people buy, based on background, gender, age, etc. What about how their orders are delivered? This article identifies five personas and how they like their merchandise delivered. The differences include cost, speed, eco-friendliness, and more.
B2B Customer Loyalty In The Age Of Ubiquitous B2C Convenience by Martha Salinas
(MinuteHack) B2B buyers increasingly expect the same convenience and ease they experience as consumers. That may sound self-evident, but for suppliers operating in complex, competitive environments, it’s a reality that demands attention: even your most longstanding customers wouldn’t hesitate to walk away with surprising speed.
My Comment: All customers, and that includes B2B customers, compare all of their experiences to the best experiences they have had with any company, and that most likely is a consumer experience. Why? Even purchasing agents in large companies are consumers. This article focuses on creating a B2B payment system similar to a consumer experience. Consider this an example of just one way we can bring B2C thinking into a B2B customer experience.
OpenAI Forgot the Golden Rule of CX: Don’t Yank Away What Customers Love by Dom Nicastro
(CMSWire) No matter how good these large language models like OpenAI’s baby ChatGPT get, customer experience will always matter. Always.
My Comment: Recently, OpenAI rolled out an updated version of its popular ChatGPT platform. Based on the features and benefits of the new ChatGPT 5, it seemed like customers would love it – but they didn’t. It’s like when Coca-Cola rolled out The New Coke. It didn’t take long for consumers to convince Coke to go back to offering the original Coke. That’s close to what OpenAI did. Almost immediately, they made ChatGPT 4 available with the upgrade as an option. They also apologized and acknowledged the problem. Yes, OpenAI’s intention was good. The execution didn’t work. The recovery is textbook excellent customer experience.
Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops. Connect with Shep on LinkedIn.
August 12, 2025
Five Reasons We Love Chatbots, and Five Reasons We Hate Them
More and more, brands are starting to get the chatbot “thing” right. AI is improving, and customers are realizing that a chatbot can be a great first stop for getting quick answers or resolving questions. After all, if you have a question, don’t you want it answered now? In a recent interview, I was asked, “What do you love about chatbots?” That was easy. Then came the follow-up question, “What do you hate about chatbots?” Also easy. The truth is, chatbots can deliver amazing experiences. They can also cause just as much frustration as a very long phone hold. With that in mind, here are five reasons to love (and hate) chatbots:
Why We Love Chatbots
24/7 Availability: Chatbots are always on. They don’t sleep. Customers can get help at any time, even during holidays.
Fast Response: Instant answers to simple questions, such as hours of operation, order status and basic troubleshooting, can be provided with efficiency and minimal friction.
Customer Service at Scale: Once you set up a chatbot, it can handle many customers at once. Customers won’t have to wait, and human agents can focus on more complicated issues and problems.
Multiple Language Capabilities: The latest chatbots are capable of speaking and typing in many different languages. Whether you need global support or just want to cater to different cultures in a local area, a chatbot has you covered.
Consistent Answers: When programmed properly, a chatbot delivers the same answers every time.
Why We Hate Chatbots
AI Can’t Do Everything, but Some Companies Think It Can: This is what frustrates customers the most. Some companies believe AI and chatbots can do it all. They can’t, and the result is frustrated customers who will eventually move on to the competition.
A Lack of Empathy: AI can do a lot, but it can’t express true emotions. For some customers, care, empathy and understanding are more important than efficiency.
Scripted Retorts Feel Robotic: Chatbots often follow strict guidelines. That’s actually a good thing, unless the answers provided feel overly scripted and generic.
Hard to Get to a Human: One of the biggest complaints about chatbots is, “I just want to talk to a person.” Smart companies make it easy for customers to leave AI and connect to a human.
There’s No Emotional Connection to a Chatbot: You’ll most likely never hear a customer say, “I love my chatbot.” A chatbot won’t win your heart. In customer service, sometimes how you make someone feel is more important than what you say.
Chatbots are powerful tools, but they are not a replacement for human connection. The best companies use AI to enhance support, not replace it. When chatbots handle the routine issues and agents handle the more complex and human moments, that’s when customer experience goes from efficient to … amazing.
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 .
August 11, 2025
Creating Work Teams That Employees Love to Join with Dr. Tim Currie
This episode of
Amazing Business Radio with Shep Hyken
answers the following questions and more:
What is swift trust?
How does internal company culture influence customer experience?
How can leaders build a followership?
Why is trust important for employee engagement and customer satisfaction in virtual teams?
How can organizations recreate the benefits of in-office culture for remote teams?
Top Takeaways
Creating a strong culture of trust in a remote work environment takes much more than just assigning tasks and checking the results. Since people aren’t together in the same place, leaders and team members need to go out of their way to engage, communicate, and build connections, just like they would in person.
Swift trust is a concept that involves assuming your teammate is competent, reliable, and of good character. This is common in remote settings or short-term projects where you don’t have time to build deeper relationships. This form of trust often remains transactional and surface-level unless further effort is made to deepen those relationships.
Happy employees usually lead to happy customers, no matter where work is happening. The way employees feel inside an organization directly affects how they treat customers, whether employees are working in an office or from home. If workers feel connected and cared for, they’re more likely to treat customers well.
In an office, great leaders can “work the room” and connect with employees face-to-face. When everyone works remotely, leaders have to become visible in new ways.
The number one indicator of trust in leadership is online availability. Seeing a manager’s green light online or receiving an answer to a question builds confidence that leadership is engaged and supportive. This digital presence is similar to an office’s “open door” policy, as it allows employees to reach out and get help even when they are not in the same location.
“Followership” is the idea that employees want to be led by someone they trust and respect. This is possible in remote work when companies are willing to invest in teams mastering skills like communicating through video calls, chat platforms, and social media-style updates.
When employees are scattered around the world, they still need to feel like they’re part of the team. Regular video calls to celebrate successes, check in on well-being, or just have fun keep morale high.
Plus, Shep and Tim talk about what is causing the “attention battle” in teams and how to win it effectively. Tune in!
Quotes:
“The more leaders can authentically engage in digital channels and share more of themselves on a personal level, the more employees will feel they are sincere and genuinely reaching out. It’s the closest thing to human touch we can find in a remote setting.”
“You have to become an influencer to your own employee base. That means sharing what you’re doing, your insights, and your challenges so employees working from home know what their leader is doing and why.”
About:
Dr. Tim Currie is a leadership expert who has personally generated over $100 million in revenue and guided teams to more than $1 billion. He is the author of Swift Trust: Mastering Relationships in the Remote Work Revolution.
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 swift trust?
How does internal company culture influence customer experience?
How can leaders build a followership?
Why is trust important for employee engagement and customer satisfaction in virtual teams?
How can organizations recreate the benefits of in-office culture for remote teams?
Top Takeaways
Creating a strong culture of trust in a remote work environment takes much more than just assigning tasks and checking the results. Since people aren’t together in the same place, leaders and team members need to go out of their way to engage, communicate, and build connections, just like they would in person.
Swift trust is a concept that involves assuming your teammate is competent, reliable, and of good character. This is common in remote settings or short-term projects where you don’t have time to build deeper relationships. This form of trust often remains transactional and surface-level unless further effort is made to deepen those relationships.
Happy employees usually lead to happy customers, no matter where work is happening. The way employees feel inside an organization directly affects how they treat customers, whether employees are working in an office or from home. If workers feel connected and cared for, they’re more likely to treat customers well.
In an office, great leaders can “work the room” and connect with employees face-to-face. When everyone works remotely, leaders have to become visible in new ways.
The number one indicator of trust in leadership is online availability. Seeing a manager’s green light online or receiving an answer to a question builds confidence that leadership is engaged and supportive. This digital presence is similar to an office’s “open door” policy, as it allows employees to reach out and get help even when they are not in the same location.
“Followership” is the idea that employees want to be led by someone they trust and respect. This is possible in remote work when companies are willing to invest in teams mastering skills like communicating through video calls, chat platforms, and social media-style updates.
When employees are scattered around the world, they still need to feel like they’re part of the team. Regular video calls to celebrate successes, check in on well-being, or just have fun keep morale high.
Plus, Shep and Tim talk about what is causing the “attention battle” in teams and how to win it effectively. Tune in!
Quotes:
“The more leaders can authentically engage in digital channels and share more of themselves on a personal level, the more employees will feel they are sincere and genuinely reaching out. It’s the closest thing to human touch we can find in a remote setting.”
“You have to become an influencer to your own employee base. That means sharing what you’re doing, your insights, and your challenges so employees working from home know what their leader is doing and why.”
About:
Dr. Tim Currie is a leadership expert who has personally generated over $100 million in revenue and guided teams to more than $1 billion. He is the author of Swift Trust: Mastering Relationships in the Remote Work Revolution.
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 August 11, 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.
How Verizon Is Tapping AI to Drive Customer Experience Innovation by Judy Mottl
(Retail Customer Experience) Verizon has unveiled its most significant customer experience transformation involving every customer channel – from retail stores to its app to its online storefront and within its phone-based customer service.
My Comment: We kick off this week’s Top Five roundup with an article about Verizon’s focus on customer experience. I always enjoy learning what large brands are doing to focus on their customers. Brian Higgins, Verizon’s Chief Customer Experience Officer, talks about personalization, proactive service, and how they are using AI for customer support, without replacing live agents. It’s about removing “heavy cognitive load” so humans can work better, smarter, and more efficiently.
How to Win Customer Loyalty in Unprecedented Times by Christopher Cubba
(Total Retail) Shoppers aren’t just tightening their wallets; they’re rethinking what loyalty really means. Loyalty isn’t dead, but traditional programs alone are no longer enough to keep shoppers engaged.
My Comment: Tariffs, inflation, and economic uncertainty are creating unrest in almost every industry, not just retail. Customers are increasingly sensitive to price, including loyal customers. The author shares several ways to help keep your customers coming back, even in uncertain times.
US Senators Propose Bill to Mandate the Right to Human Customer Service by Charlie Mitchell
(CX Today) Two US senators have proposed a bill that forces contact center agents to immediately disclose their location and/or whether they’re AI. The bill would then make the agent, human or AI, transfer the contact to a US-based call center if the customer requests it.
My Comment: Last week, I included an article where Sam Altman, CEO of OpenAI (ChatGPT), predicted the end of customer support centers. Others mentioned in the article weren’t in alignment with Altman. This article shares that two U.S. senators are proposing a bill, the “Keep Call Centers in America Act of 2025,” that gives customers the right to talk to a live agent. By the way, I’m not in alignment with Altman’s prediction either. Yes, AI will change the way we do business, but I think it’s too early to start closing up the customer support center.
Shoppers Sick of Service With a Shrug by Instore Magazine
(Instore Magazine) When it comes to providing satisfactory customer service, retailers and other businesses appear to be losing the battle. Nearly half of U.S. shoppers say customer service provided by businesses is getting worse the latest GoDaddy Consumer Pulse survey found that Gen Z and Millennials are more upbeat than their parents’ generations about their level of customer satisfaction.
My Comment: This article includes findings from a GoDaddy survey, claiming that customer service is declining. 42% of customers feel that customer service isn’t what it used to be, versus 20% who feel that service has improved. And the differences between older and younger generations is interesting. Not all customers are the same. If you have read my customer service and CX research, then you know I love looking at this type of information. The numbers tell a story, one that will help learn to better serve our customers.
This Is the Polite Way Restaurants Tell You That You’re Being a Jerk by Seth Gerber
(Food & Wine) Regardless of the ongoing hardship in the restaurant industry, the public still demands chipper and prompt service from people like me. The phrase, “not as good as before the pandemic” appears frequently in online reviews, as if all it takes is to simply pick ourselves up, shake it off, and get right back to work.
My Comment: I’ve often written and preached that the customer is NOT always right . And sometimes, based on certain behaviors, some customers aren’t worth doing business with . I love articles that focus on hospitality in the restaurant world. Any business can learn to adopt a hospitality mentality. This article includes some tips on how to handle rude and difficult customers.
BONUS
Want to Foster Knowledge Sharing Between Your Agents? by Megan Jones
(Call Centre Helper) Fostering collaboration and knowledge sharing is more than a nice-to-have!It’s a necessity, empowering agents to work smarter, not harder, while improving morale, performance, and customer satisfaction.
My Comment: Our friends at Call Centre Helper have just published another excellent article for the contact center world. Megan Jones interviewed several customer service experts (myself included) and compiled a list of excellent answers to the question: How do you share knowledge between customer support agents?
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.
How Verizon Is Tapping AI to Drive Customer Experience Innovation by Judy Mottl
(Retail Customer Experience) Verizon has unveiled its most significant customer experience transformation involving every customer channel – from retail stores to its app to its online storefront and within its phone-based customer service.
My Comment: We kick off this week’s Top Five roundup with an article about Verizon’s focus on customer experience. I always enjoy learning what large brands are doing to focus on their customers. Brian Higgins, Verizon’s Chief Customer Experience Officer, talks about personalization, proactive service, and how they are using AI for customer support, without replacing live agents. It’s about removing “heavy cognitive load” so humans can work better, smarter, and more efficiently.
How to Win Customer Loyalty in Unprecedented Times by Christopher Cubba
(Total Retail) Shoppers aren’t just tightening their wallets; they’re rethinking what loyalty really means. Loyalty isn’t dead, but traditional programs alone are no longer enough to keep shoppers engaged.
My Comment: Tariffs, inflation, and economic uncertainty are creating unrest in almost every industry, not just retail. Customers are increasingly sensitive to price, including loyal customers. The author shares several ways to help keep your customers coming back, even in uncertain times.
US Senators Propose Bill to Mandate the Right to Human Customer Service by Charlie Mitchell
(CX Today) Two US senators have proposed a bill that forces contact center agents to immediately disclose their location and/or whether they’re AI. The bill would then make the agent, human or AI, transfer the contact to a US-based call center if the customer requests it.
My Comment: Last week, I included an article where Sam Altman, CEO of OpenAI (ChatGPT), predicted the end of customer support centers. Others mentioned in the article weren’t in alignment with Altman. This article shares that two U.S. senators are proposing a bill, the “Keep Call Centers in America Act of 2025,” that gives customers the right to talk to a live agent. By the way, I’m not in alignment with Altman’s prediction either. Yes, AI will change the way we do business, but I think it’s too early to start closing up the customer support center.
Shoppers Sick of Service With a Shrug by Instore Magazine
(Instore Magazine) When it comes to providing satisfactory customer service, retailers and other businesses appear to be losing the battle. Nearly half of U.S. shoppers say customer service provided by businesses is getting worse the latest GoDaddy Consumer Pulse survey found that Gen Z and Millennials are more upbeat than their parents’ generations about their level of customer satisfaction.
My Comment: This article includes findings from a GoDaddy survey, claiming that customer service is declining. 42% of customers feel that customer service isn’t what it used to be, versus 20% who feel that service has improved. And the differences between older and younger generations is interesting. Not all customers are the same. If you have read my customer service and CX research, then you know I love looking at this type of information. The numbers tell a story, one that will help learn to better serve our customers.
This Is the Polite Way Restaurants Tell You That You’re Being a Jerk by Seth Gerber
(Food & Wine) Regardless of the ongoing hardship in the restaurant industry, the public still demands chipper and prompt service from people like me. The phrase, “not as good as before the pandemic” appears frequently in online reviews, as if all it takes is to simply pick ourselves up, shake it off, and get right back to work.
My Comment: I’ve often written and preached that the customer is NOT always right . And sometimes, based on certain behaviors, some customers aren’t worth doing business with . I love articles that focus on hospitality in the restaurant world. Any business can learn to adopt a hospitality mentality. This article includes some tips on how to handle rude and difficult customers.
BONUS
Want to Foster Knowledge Sharing Between Your Agents? by Megan Jones
(Call Centre Helper) Fostering collaboration and knowledge sharing is more than a nice-to-have!It’s a necessity, empowering agents to work smarter, not harder, while improving morale, performance, and customer satisfaction.
My Comment: Our friends at Call Centre Helper have just published another excellent article for the contact center world. Megan Jones interviewed several customer service experts (myself included) and compiled a list of excellent answers to the question: How do you share knowledge between customer support agents?
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.
