Shep Hyken's Blog, page 3
October 6, 2025
How Any Business Can Deliver a Luxurious Customer Experience with Neen James
This episode of
Amazing Business Radio with Shep Hyken
answers the following questions and more:
What are the common misconceptions about delivering a luxury customer experience?
How can businesses provide a luxury-level service even if they are not selling expensive products?
How does high-quality service contribute to a feeling of luxury for customers?
What are the five luxury levers that businesses can use to elevate their customer experience?
What are the four experience mindsets that influence how customers perceive and value luxury?
Top Takeaways
Luxury is not just about the price tag. It’s about the experience you create for people, whether you’re selling a high-end product or something affordable.
Every brand can deliver a luxury-level experience by paying attention to details and adopting a mindset that every customer deserves to feel valued and appreciated, regardless of what they buy or where they shop.
Luxury can sometimes be a divisive term because of the misconception that it is only for the select few. Just as every customer deserves a luxurious experience, every employee is capable of creating it. Whether you’re a cashier, a manager, or someone at a front desk, you can deliver luxury through quality service and attention to detail.
A luxury experience often involves engaging all five senses: sight, smell, sound, touch, and taste. For example, some stores let you touch the products, smell good food, or hear pleasant music, making the visit more enjoyable and memorable. This creates a lasting emotional connection that makes people want to come back.
The heart of a luxury experience is making every customer feel important. Listen carefully, pay attention to their needs, and show appreciation for their choices. When you build an emotional connection, it creates loyalty and sets your business apart from the competition.
Not every customer defines luxury the same way. Neen shares the four luxury mindsets; 1. Reluctant and Removed, 2. Pro Prioritizer, 3. Confident and Content, and 4. Luxury Lover. To discover your luxury mindset, take this self-assessment.
Plus, Neen talks about the five actionable “luxury levers” that she writes about in her book, Exceptional Experiences . Tune in!
Quotes:
“Luxury is defined with five words: high quality, long-lasting, authentic, unique, and indulgent.”
“You don’t have to have a luxury product to provide a luxury level of experience.”
“It’s not about the price of the product. It is about being seen, heard, and valued. Make your customer feel that way, and they will have a luxury experience.”
“Some people think luxury is expensive or elitist. It’s not. Luxury is for everybody.”
“Customers, clients, patients, guests, members, students, whatever community you serve, look at luxury differently. For some, it’s the luxury of time. For others, the luxury of convenience. For some, it is about the marble or the thread count. Luxury means such different things to different people.”
About:
Neen James is a leadership strategist, keynote speaker, and author of several books, including Folding Time: How to Achieve Twice As Much In Half The Time and her latest, Exceptional Experiences: Five Luxury Levers to Elevate Every Aspect of Your Business.
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 are the common misconceptions about delivering a luxury customer experience?
How can businesses provide a luxury-level service even if they are not selling expensive products?
How does high-quality service contribute to a feeling of luxury for customers?
What are the five luxury levers that businesses can use to elevate their customer experience?
What are the four experience mindsets that influence how customers perceive and value luxury?
Top Takeaways
Luxury is not just about the price tag. It’s about the experience you create for people, whether you’re selling a high-end product or something affordable.
Every brand can deliver a luxury-level experience by paying attention to details and adopting a mindset that every customer deserves to feel valued and appreciated, regardless of what they buy or where they shop.
Luxury can sometimes be a divisive term because of the misconception that it is only for the select few. Just as every customer deserves a luxurious experience, every employee is capable of creating it. Whether you’re a cashier, a manager, or someone at a front desk, you can deliver luxury through quality service and attention to detail.
A luxury experience often involves engaging all five senses: sight, smell, sound, touch, and taste. For example, some stores let you touch the products, smell good food, or hear pleasant music, making the visit more enjoyable and memorable. This creates a lasting emotional connection that makes people want to come back.
The heart of a luxury experience is making every customer feel important. Listen carefully, pay attention to their needs, and show appreciation for their choices. When you build an emotional connection, it creates loyalty and sets your business apart from the competition.
Not every customer defines luxury the same way. Neen shares the four luxury mindsets; 1. Reluctant and Removed, 2. Pro Prioritizer, 3. Confident and Content, and 4. Luxury Lover. To discover your luxury mindset, take this self-assessment.
Plus, Neen talks about the five actionable “luxury levers” that she writes about in her book, Exceptional Experiences . Tune in!
Quotes:
“Luxury is defined with five words: high quality, long-lasting, authentic, unique, and indulgent.”
“You don’t have to have a luxury product to provide a luxury level of experience.”
“It’s not about the price of the product. It is about being seen, heard, and valued. Make your customer feel that way, and they will have a luxury experience.”
“Some people think luxury is expensive or elitist. It’s not. Luxury is for everybody.”
“Customers, clients, patients, guests, members, students, whatever community you serve, look at luxury differently. For some, it’s the luxury of time. For others, the luxury of convenience. For some, it is about the marble or the thread count. Luxury means such different things to different people.”
About:
Neen James is a leadership strategist, keynote speaker, and author of several books, including Folding Time: How to Achieve Twice As Much In Half The Time and her latest, Exceptional Experiences: Five Luxury Levers to Elevate Every Aspect of Your Business.
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 October 6, 2025
Each week, I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comments about each article and would like to hear what you think too.
To Set Your Brand Apart, Create Moments of Shareable Joy by Brent Ridge, Josh Kilmer-Purcell and Larissa Jensen
(Harvard Business Review) Business leaders are always searching for ways to create impact—studying consumer sentiment data, monitoring economic indicators, running predictive models. But amid all this effort, the real challenge is cutting through the noise to create something that actually resonates.
My Comment: We kick off this week’s Top Five with a “Moment of Joy” with an interesting article about joy and the customer experience. And, you know, if it’s coming from Harvard Business Review, it’s worth the read. Enhancing CX with “joy” is, as the article states, “… a powerful catalyst for brand engagement and competitive advantage in an era where emotional resonance increasingly drives consumer behavior.”
Why Leaders and Consumers Have Different Ideas about Loyalty by Bryan Wassel
(Industry Dive) Leaders are reporting problems with loyalty programs as well. Nearly 3 in 5 executives say their loyalty programs aren’t delivering the outcomes they need, according to the PwC survey.
My Comment: In the past, I’ve written about the gap between leaders of companies thinking they create a better customer experience is better than it is. This concept now extends to loyalty. The article starts with some interesting (and disturbing if you’re a leader) findings from a recent PwC study. 89% of executives say customer loyalty has increased, while only 39% of consumers agree. Executives look at metrics/numbers and don’t always take the emotional connection into consideration.
Why the ‘Fewer Calls’ Myth Is Crushing Customer Loyalty by John Leonard
(CMSWire) Companies spend millions of dollars to win new customers, only to ghost them post-purchase. The obsession with deflection, shrinking support teams and automating human connection is a costly contradiction that undermines the very loyalty brands need to grow.
My Comment: Customer support should not be seen as a cost center. When done well, customer support retains existing customers, increases sales, and can produce loyalty. This article is filled with compelling reasons why human-to-human interactions are a driver of repeat business and customer loyalty.
How to Collect, Analyze, and Act on Customer Feedback: A Comprehensive Guide by Dan Gingiss
(Dan Gingiss) Customer feedback has three phases – Collect, Analyze, and Take Action – and yet many companies only focus on the first two. Following up on customer feedback to enhance customer experience is a matter of deciphering the data – and using it to your advantage.
My Comment: It’s one thing to get customer feedback. It’s another to take action on the feedback. This comprehensive article, written by my friend and fellow CX expert Dan Gingiss, has many excellent ideas on getting the right feedback, how to go about it, and taking appropriate action, and finally, taking action on it.
10 Common Customer Service Problems and How to Resolve Them by ProProfs Editorial Team
(ProProfs) You can have a great product and a very talented staff. But the one thing that the majority of customers will remember in all likelihood is the direct interaction they had with your business. And who is at the forefront of this experience? Your customer service team, of course!
My Comment: This excellent article lists 10 of the most common customer service issues and complaints and how to deal with them. There are solutions for issues such as long response times, hold times, too many transfers, and more (seven more, to be specific). Let’s hope you’re not guilty of any of these. But if you are, this article will help you fix what needs to be fixed.
BONUS
Make Fridays More Fun in Your Contact Centre by Megan Jones
(Call Centre Helper) Is your team fizzling out on a Friday or starting the weekend with a bang? It really should be the latter, but how do you keep things fresh and interesting?
My Comment: This week is Customer Service Week (my favorite holiday). While most people think the week is focused on acknowledging customers, and that’s not a bad idea, the week is intended to recognize the people (our employees) who make our customers love us. That’s why this article by Call Centre Helper is appropriate. Even though the focus is on Fridays, the ideas included are a perfect way to engage your customer-facing employees and have some fun as you celebrate Customer Service Week.
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.
To Set Your Brand Apart, Create Moments of Shareable Joy by Brent Ridge, Josh Kilmer-Purcell and Larissa Jensen
(Harvard Business Review) Business leaders are always searching for ways to create impact—studying consumer sentiment data, monitoring economic indicators, running predictive models. But amid all this effort, the real challenge is cutting through the noise to create something that actually resonates.
My Comment: We kick off this week’s Top Five with a “Moment of Joy” with an interesting article about joy and the customer experience. And, you know, if it’s coming from Harvard Business Review, it’s worth the read. Enhancing CX with “joy” is, as the article states, “… a powerful catalyst for brand engagement and competitive advantage in an era where emotional resonance increasingly drives consumer behavior.”
Why Leaders and Consumers Have Different Ideas about Loyalty by Bryan Wassel
(Industry Dive) Leaders are reporting problems with loyalty programs as well. Nearly 3 in 5 executives say their loyalty programs aren’t delivering the outcomes they need, according to the PwC survey.
My Comment: In the past, I’ve written about the gap between leaders of companies thinking they create a better customer experience is better than it is. This concept now extends to loyalty. The article starts with some interesting (and disturbing if you’re a leader) findings from a recent PwC study. 89% of executives say customer loyalty has increased, while only 39% of consumers agree. Executives look at metrics/numbers and don’t always take the emotional connection into consideration.
Why the ‘Fewer Calls’ Myth Is Crushing Customer Loyalty by John Leonard
(CMSWire) Companies spend millions of dollars to win new customers, only to ghost them post-purchase. The obsession with deflection, shrinking support teams and automating human connection is a costly contradiction that undermines the very loyalty brands need to grow.
My Comment: Customer support should not be seen as a cost center. When done well, customer support retains existing customers, increases sales, and can produce loyalty. This article is filled with compelling reasons why human-to-human interactions are a driver of repeat business and customer loyalty.
How to Collect, Analyze, and Act on Customer Feedback: A Comprehensive Guide by Dan Gingiss
(Dan Gingiss) Customer feedback has three phases – Collect, Analyze, and Take Action – and yet many companies only focus on the first two. Following up on customer feedback to enhance customer experience is a matter of deciphering the data – and using it to your advantage.
My Comment: It’s one thing to get customer feedback. It’s another to take action on the feedback. This comprehensive article, written by my friend and fellow CX expert Dan Gingiss, has many excellent ideas on getting the right feedback, how to go about it, and taking appropriate action, and finally, taking action on it.
10 Common Customer Service Problems and How to Resolve Them by ProProfs Editorial Team
(ProProfs) You can have a great product and a very talented staff. But the one thing that the majority of customers will remember in all likelihood is the direct interaction they had with your business. And who is at the forefront of this experience? Your customer service team, of course!
My Comment: This excellent article lists 10 of the most common customer service issues and complaints and how to deal with them. There are solutions for issues such as long response times, hold times, too many transfers, and more (seven more, to be specific). Let’s hope you’re not guilty of any of these. But if you are, this article will help you fix what needs to be fixed.
BONUS
Make Fridays More Fun in Your Contact Centre by Megan Jones
(Call Centre Helper) Is your team fizzling out on a Friday or starting the weekend with a bang? It really should be the latter, but how do you keep things fresh and interesting?
My Comment: This week is Customer Service Week (my favorite holiday). While most people think the week is focused on acknowledging customers, and that’s not a bad idea, the week is intended to recognize the people (our employees) who make our customers love us. That’s why this article by Call Centre Helper is appropriate. Even though the focus is on Fridays, the ideas included are a perfect way to engage your customer-facing employees and have some fun as you celebrate Customer Service Week.
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.
September 30, 2025
You Don’t Have to Bet to Hit the Customer Experience Trifecta
If you go to the horse race, you can place a bet known as the trifecta. This is where you correctly predict which horses will finish first, second, and third, and in the specific order. The payout is typically big because, while it’s simple in theory and easy to explain, it is a hard bet to win. Here’s a bet you can always win: taking care of your customers. And when you do it right, you hit the trifecta:
First, they come back.
Second, customers who come back will typically spend more every time.
Third, customers who come back also recommend you. We love it when customers do our advertising and marketing for us.
So, how can we define taking care of your customers? Here’s a simple definition:
Taking care of your customers means you consistently deliver on what they expect, and do it in a way that’s easy, respectful, and reliable every time.
So, let’s break down the important words within this definition:
Consistently: The experience must be predictable and consistent. Consistency creates confidence. Confidence creates trust, and that leads to repeat business, and ideally and ultimately, customer loyalty.
Expect: Customers want you to meet their expectations. If you consistently – there’s that word again – meet those expectations, you don’t leave your customers hoping for more. And once in a while, you can go “above and beyond” or “over the top” when the opportunity presents itself.
Easy: This is about convenience. Customers love doing business with a company or brand that is easy and convenient. I wrote an entire book on this one, The Amazement Revolution .
Respectful: In addition to treating customers with respect, also respect their time. Wasting someone’s time is a sign of disrespect.
Reliable: This goes along with consistency and expectations. The product must do what the customer paid for it to do. No matter how good the service is, if the product doesn’t work, even the friendliest customer service won’t get customers to come back.
When a customer chooses to do business with you, there’s an implied agreement. They give you money in exchange for a product or service, and they expect you to take care of them as I’ve defined it. It may seem like common sense, and it is, but that doesn’t mean it’s easy to implement. You need all employees on board with this simple concept. Everyone must understand how they contribute to the concept of taking care of the customer. Do that, and you’re not gambling. You’re betting on a sure thing. You’ll hit the trifecta!
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 .
September 29, 2025
What Good Leaders Can Learn from Bad Bosses with Mita Mallick
This episode of
Amazing Business Radio with Shep Hyken
answers the following questions and more:
What impact does internal workplace culture have on the external customer experience?
How can leaders set healthier communication boundaries with their employees?
How can companies create an inclusive culture that values both employees and customers equally?
What are some negative leadership behaviors that can affect employee engagement and customer service?
Why is it important for leaders to address problematic employee behavior immediately?
Top Takeaways
Employees are sometimes the ‘forgotten customers’ in a business. Just as companies focus on serving their external customers, it is important to also care for internal customers, your team members.
When employees feel valued and respected, they are more likely to treat customers in the same way. The quality of service on the outside is often a reflection of how employees are treated within the organization.
The worst behaviors in any workplace become part of its culture if they are allowed to continue. Whether it’s disrespect or disengagement, what leaders and team members let slide becomes the norm.
Leaders should consider whether their personal habits force their team members to sacrifice their personal time. Work doesn’t need to spill into all hours of the day and night. For example, when employees feel pressured to respond to emails outside of their work hours, it can cause burnout and stress. Even a simple message like “no need to respond right away” can help set healthy boundaries.
When things change, you have to be willing to revise your goals. Have an honest conversation with your team to find out if they have all the tools and resources that they need to achieve a goal. If not, find out if you can help them or if it is time to set more realistic goals.
Admitting when you are struggling shows strength, not weakness. If someone is dealing with personal struggles, being open about it helps others understand and can make the workplace more supportive.
Bad bosses can teach as much, if not more, than great bosses. Watching what doesn’t work and feeling the impact of negative behaviors can inspire people to do the opposite.
Great leaders regularly examine their own behavior. It’s easy to spot toxic bosses in others, but it is harder to recognize those traits in yourself. Leaders should take the time to ask themselves, “Am I making it harder for someone to succeed here?”
Plus, Mita shares memorable stories of bad bosses she’s encountered (including herself) and the lessons from those experiences. Tune in!
Quotes:
“The biggest complaint in any relationship, whether at home or work, is a lack of time for each other. If you’re not making time for your team, you really need to ask yourself why you’re leading them.”
“If you treat every single thing as urgent, then nothing truly becomes urgent.”
“We spend too much time at work not to care about what’s happening to each other.” “Your workplace culture is defined by the worst behavior you tolerate.”
“Disengagement is contagious. It affects your employee base and it shows up when they are dealing with customers.”
About:
Mita Mallick is an inclusive marketing expert and cultural change agent known for transforming organizations. She’s the bestselling author of Reimagine Inclusion and , The Devil Emails at Midnight: What Good Leaders Can Learn From Bad Bosses.
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 impact does internal workplace culture have on the external customer experience?
How can leaders set healthier communication boundaries with their employees?
How can companies create an inclusive culture that values both employees and customers equally?
What are some negative leadership behaviors that can affect employee engagement and customer service?
Why is it important for leaders to address problematic employee behavior immediately?
Top Takeaways
Employees are sometimes the ‘forgotten customers’ in a business. Just as companies focus on serving their external customers, it is important to also care for internal customers, your team members.
When employees feel valued and respected, they are more likely to treat customers in the same way. The quality of service on the outside is often a reflection of how employees are treated within the organization.
The worst behaviors in any workplace become part of its culture if they are allowed to continue. Whether it’s disrespect or disengagement, what leaders and team members let slide becomes the norm.
Leaders should consider whether their personal habits force their team members to sacrifice their personal time. Work doesn’t need to spill into all hours of the day and night. For example, when employees feel pressured to respond to emails outside of their work hours, it can cause burnout and stress. Even a simple message like “no need to respond right away” can help set healthy boundaries.
When things change, you have to be willing to revise your goals. Have an honest conversation with your team to find out if they have all the tools and resources that they need to achieve a goal. If not, find out if you can help them or if it is time to set more realistic goals.
Admitting when you are struggling shows strength, not weakness. If someone is dealing with personal struggles, being open about it helps others understand and can make the workplace more supportive.
Bad bosses can teach as much, if not more, than great bosses. Watching what doesn’t work and feeling the impact of negative behaviors can inspire people to do the opposite.
Great leaders regularly examine their own behavior. It’s easy to spot toxic bosses in others, but it is harder to recognize those traits in yourself. Leaders should take the time to ask themselves, “Am I making it harder for someone to succeed here?”
Plus, Mita shares memorable stories of bad bosses she’s encountered (including herself) and the lessons from those experiences. Tune in!
Quotes:
“The biggest complaint in any relationship, whether at home or work, is a lack of time for each other. If you’re not making time for your team, you really need to ask yourself why you’re leading them.”
“If you treat every single thing as urgent, then nothing truly becomes urgent.”
“We spend too much time at work not to care about what’s happening to each other.” “Your workplace culture is defined by the worst behavior you tolerate.”
“Disengagement is contagious. It affects your employee base and it shows up when they are dealing with customers.”
About:
Mita Mallick is an inclusive marketing expert and cultural change agent known for transforming organizations. She’s the bestselling author of Reimagine Inclusion and , The Devil Emails at Midnight: What Good Leaders Can Learn From Bad Bosses.
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 September 29, 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 to Leverage Authenticity to Build Unshakeable Customer Loyalty by Jackie Cullen
(Entrepreneur) Build trust through authenticity. That’s not a slogan or a strategy. It’s something I practice every day in my company. Why is authenticity important? Consumers today are more informed and have the means to compare brands at their fingertips, anywhere, at any time, making them less loyal than ever.
My Comment: We kick off this week’s Top Five Roundup with an article focused on one of my favorite topics, customer loyalty. This article emphasizes the importance of “authenticity.” The author mentions that her team discussed the book, “Unreasonable Hospitality” by Will Guidara, and how his ideas on going beyond what is expected in caring and listening experience create the interactions that are personal, real, and ultimately build a loyal relationship.
Why Automated Customer Service Is Bad for Customer Loyalty by Victor Cho
(Retail Customer Experience) Customer loyalty lives in the gray area: in how a customer feels after a return, during a service hiccup, or when reaching out for help. These are moments where trust is earned or lost, and they still depend on human connection. An algorithm can track your behavior. A chatbot can answer your question. But only a person can make you feel heard.
My Comment: While the focus is on the retail industry, all industries are impacted both positively and negatively with AI, especially when it comes to the customer experience. With the exception of a companies that are supposed to be digital, (like Amazon, Netflix, etc.), loyalty is built through connection. You can’t automate everything. As the article points out, “Customers feel the gap.” AI and automation are important, but this article emphasizes the importance of the human-to-human experience.
4 Ways to Revive a Stale Loyalty Program by Larissa McCarty
(Phocuswire) If you’re running a loyalty program today, chances are you’re feeling it: Engagement is slipping. What was once the industry’s secret weapon has turned into a constant uphill battle.
My Comment: Another article on loyalty, but this one is about loyalty programs – specifically, how to breathe more life into your loyalty program. There are some excellent findings from studies that prove that your loyalty program, if not properly managed, is at risk of being a distant memory for your customers. The author provides actionable ideas to keep your customers engaged with your program and enjoy its benefits.
Stop Ignoring Social Media Comments — It’s Ruining Your Customer Experience by Brooke Sellas
(CMSWire) Consumers spend more than two hours a day on social platforms, and they expect brands to meet them there with timely, human responses. When brands stay silent, they don’t just miss likes or engagement—they miss sales, customer loyalty and customer trust.
My Comment: Your customers are sharing plenty of feedback, comments, and requests for support on social channels. This article makes the point that if you’re not paying attention to the customer who chooses to have a conversation on social media, you’re ruining their customer experience. A conversation requires at least two people to “talk” to each other. Pay attention and respond to customers who choose to engage on social media rather than other communication channels.
Customers Are More Likely to Subscribe when It’s Easy to Cancel by Kristen Doerer
(CX Dive) More than three-quarters of consumers say the ability to pause, swap or meter subscriptions is very or extremely important.
My Comment: There has been a lot of press related to companies that make it difficult to cancel subscriptions. I’m not referring to emailed newsletters or text messages. This refers to paying for a subscription associated with a service or product you regularly purchase. Well, just like an easy return policy makes it an easier buying decision for a customer, so does a promise that it’s easy to cancel a subscription.
BONUS
The Rise of the Exponential Consumer and the Future of Customer Experience by NiCE
(NiCE) The exponential consumer sets the new standard: always connected, highly informed, and demanding seamless experiences across every channel. They measure you against the best experience they’ve ever had, anywhere.
My Comment: My friends at NiCE invited me to talk about the future of customer experience and “exponential consumers,” who are always connected, want experiences, not just products, and are the ones setting higher expectations for the companies they do business with. I mention in the article, “It’s not just about exponential consumers anymore. We need to be exponential customers as well.”
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 to Leverage Authenticity to Build Unshakeable Customer Loyalty by Jackie Cullen
(Entrepreneur) Build trust through authenticity. That’s not a slogan or a strategy. It’s something I practice every day in my company. Why is authenticity important? Consumers today are more informed and have the means to compare brands at their fingertips, anywhere, at any time, making them less loyal than ever.
My Comment: We kick off this week’s Top Five Roundup with an article focused on one of my favorite topics, customer loyalty. This article emphasizes the importance of “authenticity.” The author mentions that her team discussed the book, “Unreasonable Hospitality” by Will Guidara, and how his ideas on going beyond what is expected in caring and listening experience create the interactions that are personal, real, and ultimately build a loyal relationship.
Why Automated Customer Service Is Bad for Customer Loyalty by Victor Cho
(Retail Customer Experience) Customer loyalty lives in the gray area: in how a customer feels after a return, during a service hiccup, or when reaching out for help. These are moments where trust is earned or lost, and they still depend on human connection. An algorithm can track your behavior. A chatbot can answer your question. But only a person can make you feel heard.
My Comment: While the focus is on the retail industry, all industries are impacted both positively and negatively with AI, especially when it comes to the customer experience. With the exception of a companies that are supposed to be digital, (like Amazon, Netflix, etc.), loyalty is built through connection. You can’t automate everything. As the article points out, “Customers feel the gap.” AI and automation are important, but this article emphasizes the importance of the human-to-human experience.
4 Ways to Revive a Stale Loyalty Program by Larissa McCarty
(Phocuswire) If you’re running a loyalty program today, chances are you’re feeling it: Engagement is slipping. What was once the industry’s secret weapon has turned into a constant uphill battle.
My Comment: Another article on loyalty, but this one is about loyalty programs – specifically, how to breathe more life into your loyalty program. There are some excellent findings from studies that prove that your loyalty program, if not properly managed, is at risk of being a distant memory for your customers. The author provides actionable ideas to keep your customers engaged with your program and enjoy its benefits.
Stop Ignoring Social Media Comments — It’s Ruining Your Customer Experience by Brooke Sellas
(CMSWire) Consumers spend more than two hours a day on social platforms, and they expect brands to meet them there with timely, human responses. When brands stay silent, they don’t just miss likes or engagement—they miss sales, customer loyalty and customer trust.
My Comment: Your customers are sharing plenty of feedback, comments, and requests for support on social channels. This article makes the point that if you’re not paying attention to the customer who chooses to have a conversation on social media, you’re ruining their customer experience. A conversation requires at least two people to “talk” to each other. Pay attention and respond to customers who choose to engage on social media rather than other communication channels.
Customers Are More Likely to Subscribe when It’s Easy to Cancel by Kristen Doerer
(CX Dive) More than three-quarters of consumers say the ability to pause, swap or meter subscriptions is very or extremely important.
My Comment: There has been a lot of press related to companies that make it difficult to cancel subscriptions. I’m not referring to emailed newsletters or text messages. This refers to paying for a subscription associated with a service or product you regularly purchase. Well, just like an easy return policy makes it an easier buying decision for a customer, so does a promise that it’s easy to cancel a subscription.
BONUS
The Rise of the Exponential Consumer and the Future of Customer Experience by NiCE
(NiCE) The exponential consumer sets the new standard: always connected, highly informed, and demanding seamless experiences across every channel. They measure you against the best experience they’ve ever had, anywhere.
My Comment: My friends at NiCE invited me to talk about the future of customer experience and “exponential consumers,” who are always connected, want experiences, not just products, and are the ones setting higher expectations for the companies they do business with. I mention in the article, “It’s not just about exponential consumers anymore. We need to be exponential customers as well.”
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.
September 23, 2025
Find Out How Much Your Customers Trust You with a Customer Trust Survey
Recently, a client reached out to me, concerned that their customer service was slipping. Due to supply issues, they weren’t fulfilling orders on time, and customers were complaining. Some had even started to source their products from other vendors. The company began surveying customers using the Net Promoter Score (NPS) survey, which measures the likelihood that customers would recommend them. Obviously, with missed shipping deadlines, customers were unlikely to give a high score.
As we continued our discussion, I concluded that the problem wasn’t customer service. The problem was becoming a lack of trust. If a customer receives something late once, maybe it was a mistake. If it happens more than once, that’s a pattern of inconsistency that will erode trust. So, my recommendation was to do a trust survey.
I’ve written about how to create trust with customers in the past. I’ve quoted my friend and trust guru David Horsager, who says, “A lack of trust is your biggest expense in business.”
So, with that in mind, I’ve come up with several questions to use on a trust survey. I suggest using just one or two plus an open-ended question. You can use a numerical scale, such as zero to 10 (like NPS), one to 10, or one to five. For the purpose of this survey, we’ll use one to 10, where one means “I don’t trust you at all” and 10 means “I completely trust you.”
On a scale of 1-10, how much do you trust that we will always do what’s right for you as our customer?
On a scale of 1-10, how confident are you that we will deliver on what we promise? (What you promise can include product quality, on-time delivery, or any other commitment you’ve made to your customer.)
On a scale of 1-10, how much do you trust us to consistently deliver the same level of quality and service every time?
On a scale of 1-10, how confident are you that if something goes wrong, we will make it right?
And as mentioned, consider including an open-ended question, such as:
Why did you give us that score?
What’s one suggestion you have that would create a higher level of trust?
What’s the biggest reason you trust (or don’t trust) us?
Trust is the foundation of every great relationship. A trust survey doesn’t just tell you how your customers feel about you today. It gives you the insights you need to protect loyalty tomorrow. If your customers believe you’ll do what you say, admit mistakes, fix mistakes, and always act in their best interest, you’ve earned something more powerful than a sale. You’ve earned their confidence.
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 .
September 22, 2025
Balancing AI, Personalization, and the Human Touch with Chris Koehler
This episode of
Amazing Business Radio with Shep Hyken
answers the following questions and more:
What defines an amazing digital customer experience today?
How can businesses personalize digital interactions?
Why is trust crucial in building long-term customer relationships?
Why is it important for companies to use customer data responsibly and transparently?
How does reducing friction impact customer satisfaction and retention?
Top Takeaways
Personalization isn’t just about using someone’s name but about remembering their preferences, past actions, and making timely suggestions that fit their needs. When customers receive an experience that feels like it was made just for them, it leaves a strong, positive impression.
Customers love it when a company remembers who they are and what they like, so they don’t have to repeat themselves every time they interact or use another channel to communicate.
Customers expect brands to use their data wisely and responsibly. It’s not just about protecting information. It is also about applying it in ways that matter to customers. Trust is built when companies use data to solve problems or anticipate customer needs.
Transparency is the foundation of customer relationships. When companies are up front about when customers are talking to AI and make it easy for them to connect with a human when necessary, they like the experience and feel respected and cared for.
Making every step in the customer journey easy encourages customers to keep doing business with a company. If it’s quick and simple to sign up, get help, or find what they need, customers are much more likely to come back.
Customers want to communicate in the way that fits their situation and preferences. Companies need to be mindful of where their customers want to interact with them, whether it is by phone, chat, email, or social media.
Different generations may have different preferences for communicating with a brand, but everyone likes having options. For example, customers may start with a chatbot but end up needing to talk to a human to solve complex or sensitive issues. Modern customer expectations include a consistently positive experience across multiple channels.
Automating routine tasks through AI can make processes faster and more consistent, but it shouldn’t detract from the human element of customer service. While technology can handle simple tasks quickly and efficiently, there are complex issues that need human intervention.
Plus, Chris shares important and interesting stats on customer experience, AI, and personalization from Twilio’s 2025 State of Customer Engagement Report . Tune in!
Quotes:
“At the end of the day, people really don’t care which channel they use. They just want the problem solved.”
“The easiest way to lose trust with a customer is to not be transparent. If you’re using AI or digital agents, be clear and make it easy for customers to know who or what they’re talking to. And always have a human in the loop, if needed.”
“Nothing erodes a customer relationship faster than a lack of trust.”
“When companies ask for a lot of personal data but don’t use it to improve the service or experience, it breaks trust. If you’re going to collect information, show that you’re using it to make things better for the customer.”
“AI is an accelerator, not a replacement. It should help make customer service faster and better by handling simple tasks, so humans are freed up to focus on problems that need creativity, empathy, or a personal touch.”
About:
Chris Koehler is Chief Marketing Officer at Twilio, a cloud communications platform that enables businesses to seamlessly integrate messaging, voice, and video capabilities into their applications to enhance customer engagement.
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 defines an amazing digital customer experience today?
How can businesses personalize digital interactions?
Why is trust crucial in building long-term customer relationships?
Why is it important for companies to use customer data responsibly and transparently?
How does reducing friction impact customer satisfaction and retention?
Top Takeaways
Personalization isn’t just about using someone’s name but about remembering their preferences, past actions, and making timely suggestions that fit their needs. When customers receive an experience that feels like it was made just for them, it leaves a strong, positive impression.
Customers love it when a company remembers who they are and what they like, so they don’t have to repeat themselves every time they interact or use another channel to communicate.
Customers expect brands to use their data wisely and responsibly. It’s not just about protecting information. It is also about applying it in ways that matter to customers. Trust is built when companies use data to solve problems or anticipate customer needs.
Transparency is the foundation of customer relationships. When companies are up front about when customers are talking to AI and make it easy for them to connect with a human when necessary, they like the experience and feel respected and cared for.
Making every step in the customer journey easy encourages customers to keep doing business with a company. If it’s quick and simple to sign up, get help, or find what they need, customers are much more likely to come back.
Customers want to communicate in the way that fits their situation and preferences. Companies need to be mindful of where their customers want to interact with them, whether it is by phone, chat, email, or social media.
Different generations may have different preferences for communicating with a brand, but everyone likes having options. For example, customers may start with a chatbot but end up needing to talk to a human to solve complex or sensitive issues. Modern customer expectations include a consistently positive experience across multiple channels.
Automating routine tasks through AI can make processes faster and more consistent, but it shouldn’t detract from the human element of customer service. While technology can handle simple tasks quickly and efficiently, there are complex issues that need human intervention.
Plus, Chris shares important and interesting stats on customer experience, AI, and personalization from Twilio’s 2025 State of Customer Engagement Report . Tune in!
Quotes:
“At the end of the day, people really don’t care which channel they use. They just want the problem solved.”
“The easiest way to lose trust with a customer is to not be transparent. If you’re using AI or digital agents, be clear and make it easy for customers to know who or what they’re talking to. And always have a human in the loop, if needed.”
“Nothing erodes a customer relationship faster than a lack of trust.”
“When companies ask for a lot of personal data but don’t use it to improve the service or experience, it breaks trust. If you’re going to collect information, show that you’re using it to make things better for the customer.”
“AI is an accelerator, not a replacement. It should help make customer service faster and better by handling simple tasks, so humans are freed up to focus on problems that need creativity, empathy, or a personal touch.”
About:
Chris Koehler is Chief Marketing Officer at Twilio, a cloud communications platform that enables businesses to seamlessly integrate messaging, voice, and video capabilities into their applications to enhance customer engagement.
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 September 22, 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.
Fortune 500 Companies Won’t Fully Replace Human Customer Service Agents, Gartner Predicts by Amelia Brand
(CX Network) Predictions that artificial intelligence (AI) agents will replace customer service agents are unlikely to come true, according to recent research from Gartner.
My Comment: We kick off this week’s Top Five roundup with an article that confirms what I’ve been saying for many years: AI will not eliminate live customer support. Every C-Suite executive I’ve interviewed in large Fortune 500 companies says they are not cutting people. Many of the experts, analysts, and consultants who made the prediction that live agents will be eliminated are changing their views. AI will be an enhancement for customer support, not the only way to get it.
Why Being More Human Is Your Brand’s Biggest Asset in 2025 and Beyond by Lou Dubois
(Inc.) In a time of major technological developments, there’s a real benefit to maintaining a more personal connection with customers.
My Comment: And as long as were’ talking about AI not replacing humans, here’s another article to prove the point. Being human means emotional connection. You can’t get that from a 100% digital experience. While not quite the same angle as the aforementioned article, this article pushes for more human connections through vulnerability, transparency, community, and more.
What Department Should CX Be in? ‘It Depends.’ by Kristen Doerer
(Industry Dive) When deciding where the function should reside, leaders should consider the team’s capabilities and responsibilities, CX leadership, the CEO and the organization, Forrester’s Judy Weader said.
My Comment: Who owns customer service or CX? Which department should it be in? Should we have a CXO (Chief Experience Officer), and if so, who falls under that executive’s responsibility? These questions are common when a company embarks on a CX initiative. When Judy Weader, principal analyst at Forrester, was asked, she said, “It depends. There is no one answer for every single organization.” I won’t disagree, but I’ll emphasize one idea. Make the decision and stick to it. And CX is an important function, so whoever leads it should be toward the top of the leadership org chart.
Starbucks CEO Says the Coffee Chain Won’t Lose Its Cash-Strapped Consumers Because It’s on Its Way to Being a ‘World-Class Customer Service’ Company by Sasha Rogelberg
(Yahoo Finance) As inflation continues to simmer and economic uncertainty rattles consumers, Starbucks CEO Brian Niccol says he has the solution to ensuring the coffee chain doesn’t suffer from customers pulling back on their $6 or $7 lattes.
My Comment: This short but excellent article reminds us of the importance of customer obsession. All decisions, even tough ones we know the customer might not like, need to keep the customer in mind, not just the company. In the author’s words, “Obsession means culture change. It means aligning your entire organization around your customers, and holding yourself accountable when they say you don’t get it right.”
Gopuff Wants to Build on Its Reliability with a More Personalized, Transparent Website by Bryan Wassel
(Industry Dive) Gopuff debuted an updated website Thursday designed to offer transparency and personalization to help the instant delivery retailer stand out from the competition.
My Comment: Gopuff is an online ecommerce company that delivers groceries, medicine, and more in timeframes as short as 15 minutes. I was asked to share my commentary on delivery and the “last mile,” which is loosely defined as the final part of the delivery journey that brings it to your doorstep. Spoiler alert: My belief is that the customer doesn’t care about the last mile – or whatever you want to call it. They only care that they received what they ordered in the timeframe it was promised. (Of course, there’s more to the article!)
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.
Fortune 500 Companies Won’t Fully Replace Human Customer Service Agents, Gartner Predicts by Amelia Brand
(CX Network) Predictions that artificial intelligence (AI) agents will replace customer service agents are unlikely to come true, according to recent research from Gartner.
My Comment: We kick off this week’s Top Five roundup with an article that confirms what I’ve been saying for many years: AI will not eliminate live customer support. Every C-Suite executive I’ve interviewed in large Fortune 500 companies says they are not cutting people. Many of the experts, analysts, and consultants who made the prediction that live agents will be eliminated are changing their views. AI will be an enhancement for customer support, not the only way to get it.
Why Being More Human Is Your Brand’s Biggest Asset in 2025 and Beyond by Lou Dubois
(Inc.) In a time of major technological developments, there’s a real benefit to maintaining a more personal connection with customers.
My Comment: And as long as were’ talking about AI not replacing humans, here’s another article to prove the point. Being human means emotional connection. You can’t get that from a 100% digital experience. While not quite the same angle as the aforementioned article, this article pushes for more human connections through vulnerability, transparency, community, and more.
What Department Should CX Be in? ‘It Depends.’ by Kristen Doerer
(Industry Dive) When deciding where the function should reside, leaders should consider the team’s capabilities and responsibilities, CX leadership, the CEO and the organization, Forrester’s Judy Weader said.
My Comment: Who owns customer service or CX? Which department should it be in? Should we have a CXO (Chief Experience Officer), and if so, who falls under that executive’s responsibility? These questions are common when a company embarks on a CX initiative. When Judy Weader, principal analyst at Forrester, was asked, she said, “It depends. There is no one answer for every single organization.” I won’t disagree, but I’ll emphasize one idea. Make the decision and stick to it. And CX is an important function, so whoever leads it should be toward the top of the leadership org chart.
Starbucks CEO Says the Coffee Chain Won’t Lose Its Cash-Strapped Consumers Because It’s on Its Way to Being a ‘World-Class Customer Service’ Company by Sasha Rogelberg
(Yahoo Finance) As inflation continues to simmer and economic uncertainty rattles consumers, Starbucks CEO Brian Niccol says he has the solution to ensuring the coffee chain doesn’t suffer from customers pulling back on their $6 or $7 lattes.
My Comment: This short but excellent article reminds us of the importance of customer obsession. All decisions, even tough ones we know the customer might not like, need to keep the customer in mind, not just the company. In the author’s words, “Obsession means culture change. It means aligning your entire organization around your customers, and holding yourself accountable when they say you don’t get it right.”
Gopuff Wants to Build on Its Reliability with a More Personalized, Transparent Website by Bryan Wassel
(Industry Dive) Gopuff debuted an updated website Thursday designed to offer transparency and personalization to help the instant delivery retailer stand out from the competition.
My Comment: Gopuff is an online ecommerce company that delivers groceries, medicine, and more in timeframes as short as 15 minutes. I was asked to share my commentary on delivery and the “last mile,” which is loosely defined as the final part of the delivery journey that brings it to your doorstep. Spoiler alert: My belief is that the customer doesn’t care about the last mile – or whatever you want to call it. They only care that they received what they ordered in the timeframe it was promised. (Of course, there’s more to the article!)
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.
September 16, 2025
AI May Hallucinate… So Do People
One of the reasons customers are concerned about or even scared of AI is that it has been known to provide incorrect answers. The result is frustration and concern over whether to believe any AI-fueled technology. In my annual customer service and customer experience research, I asked more than 1,000 U.S. consumers if they ever received wrong or incorrect information from an AI self-service technology. Fifty-one percent said yes. No, AI is not perfect. Even though the technology continues to improve, it still makes mistakes. And my response to those who claim they won’t trust AI because of those mistakes is to ask, “Has a live customer support agent ever given you bad information?”
That question gets a surprised look, and then a smile, and then an acknowledgement, something like, “You’re right. I never thought about that.”
When AI gives bad information, I refer to that as Artificial Incompetence. It’s just as frustrating when we experience bad information from a live agent, which I call HI, or Human Incompetence. I doubt – I actually know – that the AI and the human aren’t trying to give you bad information.
I once called a customer support number to get help with what seemed like a straightforward question. I didn’t like the answer I received. It just didn’t make sense. Rather than argue, I thanked the agent, hung up, and dialed the same customer support number. A different agent answered, and I asked the same question. This time, I liked the answer. Two humans from the same company answering the same question, but with two completely different answers. And we worry about AI being inconsistent!
AI and humans make mistakes
The reality is that both AI and humans make mistakes, and both will continue to do so. The difference is our expectations. We don’t expect humans to be perfect, so when they are not, we may be disappointed, maybe even angry. We may or may not forgive them, but usually, we just chalk it up to being … human. But it’s different when interacting with AI. We expect it to be reliable, and when it makes a mistake, we often assume the entire system is flawed.
Perhaps we should treat both with the same reasonable expectations and the same healthy skepticism we apply to weather forecasters, who use sophisticated technology and have years of training yet still can’t seem to get tomorrow’s forecast right half the time. Well, it seems like half the time! That doesn’t mean we won’t be checking the forecast before we plan our outdoor activities. AI, too, is sophisticated technology that can make life easier.
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 .
September 15, 2025
Closing the Customer Experience Gap with Jeff Rosenberg
This episode of
Amazing Business Radio with Shep Hyken
answers the following questions and more:
What makes a successful customer experience strategy?
What are the main reasons companies struggle to meet customer expectations in today’s marketplace?
How can businesses identify and close the gap between perceived and actual customer experience?
How can companies effectively gather deep, meaningful feedback from their customers?
How does technology create distance between companies and their customers, and what can they do to overcome it?
Top Takeaways
Companies often make the mistake of thinking CX is only about handling complaints or questions. Every part of the journey matters and contributes to how a customer feels about a brand. It includes every interaction a customer has with a business, from the first time they hear about the brand to the buying process and all the way through to using the product or service.
Many companies believe they are delivering excellent customer service, but their customers may disagree. Recognizing and working towards closing that customer experience gap is an opportunity for companies to get it right with their customers and gain a competitive differentiator in their industry.
To truly understand your customers means seeing things from their perspective. It is important to learn about what your customers think about when they use your product, what problems they encounter, and what would make their experience better.
Customer service is not just a department. It’s a philosophy. Every employee, including those who do not have direct customer contact, needs to understand their role in shaping the overall customer experience.
Jeff also shares the five strategic practices that need to work together to ensure that a company becomes more customer-centric and can focus on customer experience.
Insights: Gather deep, human-centered insights across the entire customer lifecycle that help you understand what customers are thinking, feeling, and experiencing at every stage.
Strategy: Develop a clear and simple CX strategy that defines how you want customers to feel after interacting with your brand.
Blueprints: Intentionally design and map out the end-to-end customer journey, so that resources and touchpoints align smoothly.
Operating Model: Organizing teams, roles, and processes to consistently deliver on the customer experience across all departments.
Culture: Changing the culture so employees have more inspiration and understanding of why they should care about the customer.
Plus, Shep and Jeff discuss the “great distancing” and why companies need to avoid it as they add more technology. Tune in!
Quotes:
“There’s a (customer experience) gap between what companies think they deliver and what customers actually experience. That gap presents an opportunity for companies to get it right with their customers and to build competitive differentiation.”
“Organizations need to create an experience that really comes from their culture and their brand versus just copying tactics from other companies.”
“Companies win when they focus on customer experience. Think about creating experiences for customers as human beings, not just assets to be harvested.”
About:
Jeff Rosenberg is the co-founder of WideOpen and author of The CX Imperative: Five Strategic Practices for Renewal of the Customer-Centered Enterprise.
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 makes a successful customer experience strategy?
What are the main reasons companies struggle to meet customer expectations in today’s marketplace?
How can businesses identify and close the gap between perceived and actual customer experience?
How can companies effectively gather deep, meaningful feedback from their customers?
How does technology create distance between companies and their customers, and what can they do to overcome it?
Top Takeaways
Companies often make the mistake of thinking CX is only about handling complaints or questions. Every part of the journey matters and contributes to how a customer feels about a brand. It includes every interaction a customer has with a business, from the first time they hear about the brand to the buying process and all the way through to using the product or service.
Many companies believe they are delivering excellent customer service, but their customers may disagree. Recognizing and working towards closing that customer experience gap is an opportunity for companies to get it right with their customers and gain a competitive differentiator in their industry.
To truly understand your customers means seeing things from their perspective. It is important to learn about what your customers think about when they use your product, what problems they encounter, and what would make their experience better.
Customer service is not just a department. It’s a philosophy. Every employee, including those who do not have direct customer contact, needs to understand their role in shaping the overall customer experience.
Jeff also shares the five strategic practices that need to work together to ensure that a company becomes more customer-centric and can focus on customer experience.
Insights: Gather deep, human-centered insights across the entire customer lifecycle that help you understand what customers are thinking, feeling, and experiencing at every stage.
Strategy: Develop a clear and simple CX strategy that defines how you want customers to feel after interacting with your brand.
Blueprints: Intentionally design and map out the end-to-end customer journey, so that resources and touchpoints align smoothly.
Operating Model: Organizing teams, roles, and processes to consistently deliver on the customer experience across all departments.
Culture: Changing the culture so employees have more inspiration and understanding of why they should care about the customer.
Plus, Shep and Jeff discuss the “great distancing” and why companies need to avoid it as they add more technology. Tune in!
Quotes:
“There’s a (customer experience) gap between what companies think they deliver and what customers actually experience. That gap presents an opportunity for companies to get it right with their customers and to build competitive differentiation.”
“Organizations need to create an experience that really comes from their culture and their brand versus just copying tactics from other companies.”
“Companies win when they focus on customer experience. Think about creating experiences for customers as human beings, not just assets to be harvested.”
About:
Jeff Rosenberg is the co-founder of WideOpen and author of The CX Imperative: Five Strategic Practices for Renewal of the Customer-Centered Enterprise.
Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio .
