Shep Hyken's Blog, page 4
September 14, 2025
Top 5 Customer Service & CX Articles for Week of September 15, 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.
Up in the Air, Loyalty on the Ground: a Conversation with Ellis Connolly by Hospitality Net
(Hospitality Net) The true loyalty currency is not plastic or points. Loyalty is, instead, measured in attention, presence, memory, and the feeling of being recognized.
My Comment: We kick off this week’s Top Five roundup with an article about loyalty in the hospitality industry. I’m a big proponent that every company in any industry can adopt the hospitality mentality. In this article, Simone Puorto of HospitalityNet interviews Ellis Connolly, Chief Revenue Officer at Laasie, who shares what working and what’s not with loyalty programs.
How the UPS Store Delivers Best-in-Class Retail Customer Experiences by Judy Mottl
(Retail Customer Experience) Sean O’Neal, vice president of retail operations at The UPS Store, outlines customer experience strategy, how automation is playing into CX and reveals how data collection and customer relationship management is enhancing the customer experience.
My Comment: In my annual customer experience research, we ask what brands come to mind when you think of an excellent customer experience. I publish the “Top 25,” and one of those companies is UPS. This article includes an interview with Sean O’Neal, VP of retail operations, who gives us a peek behind the curtain, sharing some of what UPS is doing to take care of its customers. He mentions “a rewarding experience is when someone walks away thinking, ‘Wow, that was easy.’” He also talks about a new word that is being used in the CX world, “phygital,” the intersection between the physical and digital world.
10 Tools and Strategies to Build a Brand Community by Emily Heaslip
(CO) Brand communities are invaluable for growing customer loyalty, and these 10 tools can help you facilitate and moderate these communities.
My Comment: We want customers to be connected to our company/brand beyond the transaction of buying what we sell. One way to achieve this is to create a brand community, a connected group of customers who love and support you. They tell their friends about you and are your most loyal customers. This short article shares some tips on how to do exactly that. Plus, some of the software products that can help.
Rethinking Voice in the Modern CX Stack by Rhys Fisher
(CX Today) For years, the narrative in customer experience has been that digital will displace voice. Messaging apps, web chat, and AI-powered bots were expected to handle the bulk of customer interactions, leaving the phone call as a relic of the past. Think what Netflix did to Blockbuster, Spotify did to CDs, and WhatsApp did to the SMS inbox. But the reality is quite different.
My Comment: For several years, experts and analysts have said that digital customer support (now often fueled by ChatGPT-type programs) will take over live customer support. I’ve been a bit of a contrarian on this one. This article helps make the case that the phone and human-to-human support are not going away fast, if ever. In addition, the article touches on the power of proactive service, which means the company can often inform the customer that they have fixed a problem before the customer ever knew about the problem..
What 20+ Support Leaders Are Learning About AI — And What It Means for You by Hiver
(Hiver) A lot has changed in support in the last few years. With the advancements in AI, we’ve now arrived at a point where companies are able to automate entire workflows and assist customers at the click of a button.
My Comment: Our friends at Hiver shared a compilation of what support leaders and experts in the CX world have to say about AI. I’m honored they included my comments about the topic, which focus on how AI can help hyper-personalize the customer experience. And with 19+ other comments from experts and practitioners, you’re bound to find something you haven’t thought about before.
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.
Up in the Air, Loyalty on the Ground: a Conversation with Ellis Connolly by Hospitality Net
(Hospitality Net) The true loyalty currency is not plastic or points. Loyalty is, instead, measured in attention, presence, memory, and the feeling of being recognized.
My Comment: We kick off this week’s Top Five roundup with an article about loyalty in the hospitality industry. I’m a big proponent that every company in any industry can adopt the hospitality mentality. In this article, Simone Puorto of HospitalityNet interviews Ellis Connolly, Chief Revenue Officer at Laasie, who shares what working and what’s not with loyalty programs.
How the UPS Store Delivers Best-in-Class Retail Customer Experiences by Judy Mottl
(Retail Customer Experience) Sean O’Neal, vice president of retail operations at The UPS Store, outlines customer experience strategy, how automation is playing into CX and reveals how data collection and customer relationship management is enhancing the customer experience.
My Comment: In my annual customer experience research, we ask what brands come to mind when you think of an excellent customer experience. I publish the “Top 25,” and one of those companies is UPS. This article includes an interview with Sean O’Neal, VP of retail operations, who gives us a peek behind the curtain, sharing some of what UPS is doing to take care of its customers. He mentions “a rewarding experience is when someone walks away thinking, ‘Wow, that was easy.’” He also talks about a new word that is being used in the CX world, “phygital,” the intersection between the physical and digital world.
10 Tools and Strategies to Build a Brand Community by Emily Heaslip
(CO) Brand communities are invaluable for growing customer loyalty, and these 10 tools can help you facilitate and moderate these communities.
My Comment: We want customers to be connected to our company/brand beyond the transaction of buying what we sell. One way to achieve this is to create a brand community, a connected group of customers who love and support you. They tell their friends about you and are your most loyal customers. This short article shares some tips on how to do exactly that. Plus, some of the software products that can help.
Rethinking Voice in the Modern CX Stack by Rhys Fisher
(CX Today) For years, the narrative in customer experience has been that digital will displace voice. Messaging apps, web chat, and AI-powered bots were expected to handle the bulk of customer interactions, leaving the phone call as a relic of the past. Think what Netflix did to Blockbuster, Spotify did to CDs, and WhatsApp did to the SMS inbox. But the reality is quite different.
My Comment: For several years, experts and analysts have said that digital customer support (now often fueled by ChatGPT-type programs) will take over live customer support. I’ve been a bit of a contrarian on this one. This article helps make the case that the phone and human-to-human support are not going away fast, if ever. In addition, the article touches on the power of proactive service, which means the company can often inform the customer that they have fixed a problem before the customer ever knew about the problem..
What 20+ Support Leaders Are Learning About AI — And What It Means for You by Hiver
(Hiver) A lot has changed in support in the last few years. With the advancements in AI, we’ve now arrived at a point where companies are able to automate entire workflows and assist customers at the click of a button.
My Comment: Our friends at Hiver shared a compilation of what support leaders and experts in the CX world have to say about AI. I’m honored they included my comments about the topic, which focus on how AI can help hyper-personalize the customer experience. And with 19+ other comments from experts and practitioners, you’re bound to find something you haven’t thought about before.
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 9, 2025
The Reality Rule: Treat Customers Right Without Expecting the Same In Return
I recently wrote about the Reality Rule in my Forbes column. Apparently, I hit on a topic that resonated with the Forbes readers, which prompted me to write a version for our subscribers to The Shepard Letter. The Golden Rule, which most of us learned at a very young age, is to “Do unto others as you would have done unto you.” This is a great business principle when it comes to your customers. Slightly modified, it is “Treat your customers the way you want to be treated.”
My friend Dr. Tony Alessandra adapted the Golden Rule and came up with the Platinum Rule , which is to “Do unto others as they’d like done unto them.” Alessandra’s point is that not everyone wants to be treated the way you do. In business, you must adapt to treating customers according to their needs and expectations, not yours. I’m a believer and proponent of this concept. That said, this article is going to focus on the Golden Rule, but for a different reason.
Give Hospitality
I was reading a book, Give Hospitality by Taylor Scott, a business allegory about a woman who leaves a job with a toxic culture and finds work with a company that is the exact opposite of what she’d been experiencing. In her second week of training, she sees a sign on the wall:
“Nothing in the Golden Rule says that others will treat us as we have treated them. It only says we must treat others the way we would want to be treated.” – Rosa Parks, American civil rights activist
This is a powerful quote, especially when you understand the background. The expectation you have of others shouldn’t always be based on how you treat them, and this is especially applicable in the customer experience.
The point is that you will encounter difficult, unreasonable, and downright rude customers. But their behavior should not dictate yours. You have a choice in how you respond.
I’ve seen people on the front line get frustrated when they “bend over backward” for a customer, only to have them continue to be demanding and ungrateful. Expecting them to treat you the same way, with kindness, concern, and empathy, is the wrong expectation. You’re not treating customers well because you expect something in return. You’re doing it because it’s the right thing to do. This is a mindset you must adopt. Otherwise, you risk becoming angry and bitter toward your customers and even your job.
The Reality Rule
That’s why I’ve come up with a new rule: The Reality Rule, which is to treat customers well, even if they don’t treat you well.
Remember, some customers are having a bad day. Others are just difficult people. Regardless, take a lesson from Give Hospitality and Rosa Parks. Don’t keep score. Focus on what you can control: your attitude, your effort, and your commitment to creating an amazing customer experience that gets customers to say, “I’ll be back!”
Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com . Connect with Shep on LinkedIn .
September 8, 2025
Gen Z’s Influence on Customer Experience and Loyalty with Craig Crisler
This episode of
Amazing Business Radio with Shep Hyken
answers the following questions and more:
What makes loyalty programs appealing to Gen Z customers?
How does Gen Z’s approach to customer loyalty differ from previous generations?
Why is it important for brands to focus on building community within their loyalty programs?
How does personalized service contribute to repeat business and customer loyalty?
Why should companies continuously evolve their loyalty programs for new generations?
Top Takeaways
Gen Z consumers, people roughly between 18 and 28 years old, are quickly becoming one of the most influential groups of spenders. Their preferences are shaping the way companies design their services and loyalty programs.
Loyalty programs must evolve over time to meet the changing needs and habits of new and younger customers. Brands that don’t update their loyalty strategy risk losing relevance as younger customers will look elsewhere for more meaningful rewards.
While loyalty programs often offer perks like discounts or points, creating a sense of belonging and exclusivity resonates more with Gen Z customers. For example, loyalty clubs that invite them to events or offer early access to new products go beyond just saving money and make customers feel like they are part of something special.
It’s easy to fall into the trap of generational stereotypes like “Millennials are lazy” or “Gen Z can’t focus.” The truth is every generation has slackers as well as go-getters. Instead of hiring employees based on which generation they belong to, focus on attitude, personality, and drive.
Gen Z shoppers are drawn to brands that build real experiences and communities around their products. Creating experiences helps customers form memories and connections that keep them coming back.
Successful loyalty programs prioritize the personal aspect of the customer experience. Small gestures, such as using a customer’s name or offering information relevant to their needs, can make a huge impression. Customers like to return to brands that make them feel welcome and valued on an individual level.
When brands reach out to customers at a younger age, they can build lifelong loyalty. Companies that nurture these relationships as customers grow are more likely to keep them for decades, and the trust from the start pays off in long-term customer retention.
Businesses should use AI to make things easier but not forget that real conversations matter. AI should enable, not erase, the connections between companies and their customers. Customers of all generations still want to talk to actual people who understand their needs and can provide help.
Plus, Shep and Chris share customer loyalty strategy examples from brands like Nordstrom, Ikea, Starbucks, and Delta. Tune in!
Quotes:
“Gen Z leans in on the idea of community in loyalty programs. They want a sense of belonging and love feeling treated special by the way a loyalty program works.”
“The loyalty program you have for one generation may not be right for the next group; it needs to evolve and adapt to attract loyalty from the next wave of customers.”
“The ultimate loyalty program isn’t about points or perks. It’s about doing such a good job that even if you took those away, your customers would still want to come back and do business with you.”
“All good CX, all good brands, all good things, lean into humanity. AI is a great enabler, but ultimately the thing that drives amazing CX is two people co-creating value together. Lean into the human component of the work.”
About:
Craig Crisler is the CEO and co-founder of SupportNinja, a people-focused company that provides full-cycle outsourced customer support solutions for emerging brands around the world.
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 loyalty programs appealing to Gen Z customers?
How does Gen Z’s approach to customer loyalty differ from previous generations?
Why is it important for brands to focus on building community within their loyalty programs?
How does personalized service contribute to repeat business and customer loyalty?
Why should companies continuously evolve their loyalty programs for new generations?
Top Takeaways
Gen Z consumers, people roughly between 18 and 28 years old, are quickly becoming one of the most influential groups of spenders. Their preferences are shaping the way companies design their services and loyalty programs.
Loyalty programs must evolve over time to meet the changing needs and habits of new and younger customers. Brands that don’t update their loyalty strategy risk losing relevance as younger customers will look elsewhere for more meaningful rewards.
While loyalty programs often offer perks like discounts or points, creating a sense of belonging and exclusivity resonates more with Gen Z customers. For example, loyalty clubs that invite them to events or offer early access to new products go beyond just saving money and make customers feel like they are part of something special.
It’s easy to fall into the trap of generational stereotypes like “Millennials are lazy” or “Gen Z can’t focus.” The truth is every generation has slackers as well as go-getters. Instead of hiring employees based on which generation they belong to, focus on attitude, personality, and drive.
Gen Z shoppers are drawn to brands that build real experiences and communities around their products. Creating experiences helps customers form memories and connections that keep them coming back.
Successful loyalty programs prioritize the personal aspect of the customer experience. Small gestures, such as using a customer’s name or offering information relevant to their needs, can make a huge impression. Customers like to return to brands that make them feel welcome and valued on an individual level.
When brands reach out to customers at a younger age, they can build lifelong loyalty. Companies that nurture these relationships as customers grow are more likely to keep them for decades, and the trust from the start pays off in long-term customer retention.
Businesses should use AI to make things easier but not forget that real conversations matter. AI should enable, not erase, the connections between companies and their customers. Customers of all generations still want to talk to actual people who understand their needs and can provide help.
Plus, Shep and Chris share customer loyalty strategy examples from brands like Nordstrom, Ikea, Starbucks, and Delta. Tune in!
Quotes:
“Gen Z leans in on the idea of community in loyalty programs. They want a sense of belonging and love feeling treated special by the way a loyalty program works.”
“The loyalty program you have for one generation may not be right for the next group; it needs to evolve and adapt to attract loyalty from the next wave of customers.”
“The ultimate loyalty program isn’t about points or perks. It’s about doing such a good job that even if you took those away, your customers would still want to come back and do business with you.”
“All good CX, all good brands, all good things, lean into humanity. AI is a great enabler, but ultimately the thing that drives amazing CX is two people co-creating value together. Lean into the human component of the work.”
About:
Craig Crisler is the CEO and co-founder of SupportNinja, a people-focused company that provides full-cycle outsourced customer support solutions for emerging brands around the world.
Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio .
September 7, 2025
Top 5 Customer Service & CX Articles for Week of September 8, 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.
Expert Opinion: Mistakes that Damage the Customer Experience and How to Avoid Them by Chris Lowe
(Marketing Stockport) Whether you’re in professional services, hospitality, retail, or beyond, small Customer Experience (CX) mistakes often go unnoticed internally but leave a significant impact on customer loyalty, reputation, and revenue. The good news? Most are fixable, once you spot them.
My Comment: We kick off this week’s Top Five Roundup with an excellent article highlighting six common mistakes that companies make, causing customers to defect from brands they love. There are some compelling statistics to support this that align with my customer experience research. One of my favorites is #3, which is “Inconsistent Service Across Touchpoints.” Inconsistency erodes trust and kills the chance for customer loyalty.
5 Customer Satisfaction and Loyalty Research Methods + Tips by Fadeke Adegbuyi
(Shopify) With the right customer satisfaction and loyalty research techniques, you can understand what customers actually think and better meet expectations.
My Comment: Customer feedback is a gift. Good or bad, recognize it as the opportunity to do more of a good thing or eliminate something that isn’t working. And there are many ways to approach customer satisfaction, such as surveys, one-on-one interviews, focus groups, social listening, and more. Here you’ll find several ideas that, regardless of the type of business you’re in, will work for you.
How Narrative Loyalty is Redefining Customer Loyalty by Beth McCoy
(The Wise Marketer) In today’s crowded marketplace, many of us have grown numb to the endless parade of similar rewards programs. Something different is happening, though. Smart brands are moving beyond point systems that exhaust consumer patience to embrace a tool fundamental to human connection: storytelling.
My Comment: Narrative loyalty is about telling a story that compels the customer to want to keep doing business with you. One of my favorite examples of this, and one that is mentioned in the article, is Patagonia. Their customers not only love their products. They love the story. Patagonia’s focus on making the planet a better place is a story that gets customers to buy, gets them to share the story with their friends, and gets them to come back again and again.
The New 4 Ps of Customer Engagement by Scott Opiela
(Retail Customer Experience) In today’s digital-first world, consumers expect connection and personalization, not a transaction. With the ability to control when, where, and how they engage with brands, consumers are more empowered than ever, putting increased pressure on brands to rethink their engagement strategies.
My Comment: The classic “4 Ps of Marketing” are product, price, place, and promotion. This article shares with us a more modern version that is worth considering. The new “4 Ps” are persistent, personalized, prescriptive, and predictive. The author expands on each of these and suggests that the big difference is that the original 4 Ps helped build brands, and the new 4 Ps helps grow them. Read the article and you’ll understand the difference.
CX Leaders Expect Self-Service and Live Chat to Overtake Phone, Email by 2027 by Michael Brady
(CX Dive) The promise of agent assist solutions is that they can help customer service professionals resolve complex cases more efficiently, according to Gartner. However, both customers and CX leaders are skeptical that AI agents will significantly expand and improve self-service.
My Comment: Self-service customer support will continue to increase. Younger customers appreciate digital support and also embrace live chat, which is live support, just not on a phone. As the younger customer becomes a more powerful economic force, companies will have to cater to the communication channels their customers want to use. This short article gives you the opinions and insights of 265 customer service and support executives.
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.
Expert Opinion: Mistakes that Damage the Customer Experience and How to Avoid Them by Chris Lowe
(Marketing Stockport) Whether you’re in professional services, hospitality, retail, or beyond, small Customer Experience (CX) mistakes often go unnoticed internally but leave a significant impact on customer loyalty, reputation, and revenue. The good news? Most are fixable, once you spot them.
My Comment: We kick off this week’s Top Five Roundup with an excellent article highlighting six common mistakes that companies make, causing customers to defect from brands they love. There are some compelling statistics to support this that align with my customer experience research. One of my favorites is #3, which is “Inconsistent Service Across Touchpoints.” Inconsistency erodes trust and kills the chance for customer loyalty.
5 Customer Satisfaction and Loyalty Research Methods + Tips by Fadeke Adegbuyi
(Shopify) With the right customer satisfaction and loyalty research techniques, you can understand what customers actually think and better meet expectations.
My Comment: Customer feedback is a gift. Good or bad, recognize it as the opportunity to do more of a good thing or eliminate something that isn’t working. And there are many ways to approach customer satisfaction, such as surveys, one-on-one interviews, focus groups, social listening, and more. Here you’ll find several ideas that, regardless of the type of business you’re in, will work for you.
How Narrative Loyalty is Redefining Customer Loyalty by Beth McCoy
(The Wise Marketer) In today’s crowded marketplace, many of us have grown numb to the endless parade of similar rewards programs. Something different is happening, though. Smart brands are moving beyond point systems that exhaust consumer patience to embrace a tool fundamental to human connection: storytelling.
My Comment: Narrative loyalty is about telling a story that compels the customer to want to keep doing business with you. One of my favorite examples of this, and one that is mentioned in the article, is Patagonia. Their customers not only love their products. They love the story. Patagonia’s focus on making the planet a better place is a story that gets customers to buy, gets them to share the story with their friends, and gets them to come back again and again.
The New 4 Ps of Customer Engagement by Scott Opiela
(Retail Customer Experience) In today’s digital-first world, consumers expect connection and personalization, not a transaction. With the ability to control when, where, and how they engage with brands, consumers are more empowered than ever, putting increased pressure on brands to rethink their engagement strategies.
My Comment: The classic “4 Ps of Marketing” are product, price, place, and promotion. This article shares with us a more modern version that is worth considering. The new “4 Ps” are persistent, personalized, prescriptive, and predictive. The author expands on each of these and suggests that the big difference is that the original 4 Ps helped build brands, and the new 4 Ps helps grow them. Read the article and you’ll understand the difference.
CX Leaders Expect Self-Service and Live Chat to Overtake Phone, Email by 2027 by Michael Brady
(CX Dive) The promise of agent assist solutions is that they can help customer service professionals resolve complex cases more efficiently, according to Gartner. However, both customers and CX leaders are skeptical that AI agents will significantly expand and improve self-service.
My Comment: Self-service customer support will continue to increase. Younger customers appreciate digital support and also embrace live chat, which is live support, just not on a phone. As the younger customer becomes a more powerful economic force, companies will have to cater to the communication channels their customers want to use. This short article gives you the opinions and insights of 265 customer service and support executives.
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 2, 2025
Anything That Is Immediately Gratifying Will Be Repeated
“Anything that is immediately gratifying will be repeated.” Almost 15 years ago, that was Steve Wynn’s opening line of a keynote speech. Wynn, the founder and chairman of Wynn Resorts, went on to say, “The strongest force on earth is something that affects your self-esteem.” Wynn was talking about how leaders should treat employees. That is the inspiration for this article. My take on this is simple. When leaders can create a gratifying experience that builds self-esteem for employees, they create fulfillment. In other words, make someone feel good about what they are doing, and they will repeat it and want to keep growing to make it better.
So, how can we create an experience that will be repeated?
Here are four ways:
Praise Employees for a Job Well Done: If someone is doing a good job, let them know it. Celebrate their successes and wins. To do this, you must pay attention to what employees are doing.
Thank Them for Their Hard Work: It’s one thing to say, “Great job.” It’s another to express genuine appreciation. Thank employees when they step up, work hard, and deliver on your expectations.
Educate Employees and Make Them Smarter: Learning is akin to personal growth. Giving people an opportunity to grow will increase their confidence and self-esteem. That growth turns into better employee and customer experiences.
Give Them Opportunities to Share Their Stories: This is the big one. In Wynn’s video, he shared the story of an employee who went “above and beyond” to help a hotel guest get their medicine delivered. That became their “North Star” of how employees should treat customers. I recently wrote about these types of stories and how important it is for an organization to not only find them but also share them with their teams. We have a tool I call the Moments of Magic® Card, and it’s the No. 1 culture-changing tool we share with our clients. This ongoing exercise has employees write a short example in just a few sentences about a positive customer or employee experience they created. These are shared at team meetings, and the best get shared throughout the entire company. Some clients compile the examples and assemble a book of their own legendary customer service stories.
Share Their Stories
All four of these are important, but let’s emphasize the Share Their Stories idea. Toward the end of his speech, Wynn talked about how he shared the medicine story with all employees. It motivated others to create their stories. He also mentioned that beautiful chandeliers, handwoven fabrics, onyx, and marble are wasted investments if the customers aren’t treated well. Regardless of how beautiful his resorts are, employees make the difference.
Stories from fellow employees create motivation, and it’s gratifying to them to be recognized and praised for their efforts. This is what gets the best behaviors and practices repeated, and what gets customers to say, “I’ll be back.”
Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com . Connect with Shep on LinkedIn .
September 1, 2025
Human-Centric AI in Customer Service with Nick Glimsdahl
This episode of
Amazing Business Radio with Shep Hyken
answers the following questions and more:
What is human-centric AI?
How can companies find the right balance between automation and personal customer interactions?
What are the biggest risks of over-automating customer support processes?
Why do so many AI projects in customer service fail?
How can organizations manage change effectively when implementing AI-driven solutions for customer experience?
Top Takeaways
Artificial Intelligence can help make customer service faster and more efficient, but it should never completely replace people. Humans are still essential for understanding emotions, showing empathy, and solving complex problems for customers.
Don’t jump into new technology just because it’s trendy. Don’t use AI for the sake of using AI. Companies should ask themselves what problems they want AI to solve and what a successful outcome looks like.
Over-automation can hurt customer service. It’s easy to get excited about what AI can do and try to automate everything. Companies should use AI for simple tasks, but always provide customers with a clear way to connect with a live person when needed.
AI, just like humans, can make mistakes. Whether it’s providing incorrect information or making unusual decisions, AI hallucinations can occur. Companies that succeed with AI are always ready to learn from their mistakes by updating their systems, and refining AI training. Turn every mistake into an opportunity to keep improving.
Trust is the heart of any great service experience, whether powered by AI or humans. Companies must be honest, transparent, and consistent with their customers, especially when introducing new technology. Asking for customer feedback to gauge whether they trust the answers they are getting or feel confident in using the new technology can help companies measure success and look for ways to enhance the experience
AI is not just about helping customers. It also helps empower employees. When companies use AI in the background to lighten the workload for their teams, including summarizing calls, handling after-call work, or providing relevant information in real-time, employees can focus on solving complex problems and making customers happy.
Plus, Shep and Nick talk about why it’s crucial to stay flexible and keep evolving with technology. Tune in!
Quotes:
“Artificial Intelligence can mean a lot of things to a lot of people. Companies might say, ‘We want AI,’ but if you don’t clearly define what that means, it might not deliver the results you want.”
“Eighty percent of AI projects fail because many companies start tech-first instead of outcome-first.”
“Ask your frontline team what they’re hearing from the customer’s side. Let them test out the new technology before it rolls out. You want feedback from people who know the pain points firsthand.”
“Focus more on trust, transparency, and consistency than just high-level metrics. It’s not enough to ask, ‘Would you refer us to a friend?’ You need to know if customers really trust the answers and the experience you provide.”
About:
Nick Glimsdahl is a contact center strategist and author of The Heart of Service: A Blueprint for Human-Centric AI in Customer Service. He is also the host of the Press 1 For Nick podcast.
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 human-centric AI?
How can companies find the right balance between automation and personal customer interactions?
What are the biggest risks of over-automating customer support processes?
Why do so many AI projects in customer service fail?
How can organizations manage change effectively when implementing AI-driven solutions for customer experience?
Top Takeaways
Artificial Intelligence can help make customer service faster and more efficient, but it should never completely replace people. Humans are still essential for understanding emotions, showing empathy, and solving complex problems for customers.
Don’t jump into new technology just because it’s trendy. Don’t use AI for the sake of using AI. Companies should ask themselves what problems they want AI to solve and what a successful outcome looks like.
Over-automation can hurt customer service. It’s easy to get excited about what AI can do and try to automate everything. Companies should use AI for simple tasks, but always provide customers with a clear way to connect with a live person when needed.
AI, just like humans, can make mistakes. Whether it’s providing incorrect information or making unusual decisions, AI hallucinations can occur. Companies that succeed with AI are always ready to learn from their mistakes by updating their systems, and refining AI training. Turn every mistake into an opportunity to keep improving.
Trust is the heart of any great service experience, whether powered by AI or humans. Companies must be honest, transparent, and consistent with their customers, especially when introducing new technology. Asking for customer feedback to gauge whether they trust the answers they are getting or feel confident in using the new technology can help companies measure success and look for ways to enhance the experience
AI is not just about helping customers. It also helps empower employees. When companies use AI in the background to lighten the workload for their teams, including summarizing calls, handling after-call work, or providing relevant information in real-time, employees can focus on solving complex problems and making customers happy.
Plus, Shep and Nick talk about why it’s crucial to stay flexible and keep evolving with technology. Tune in!
Quotes:
“Artificial Intelligence can mean a lot of things to a lot of people. Companies might say, ‘We want AI,’ but if you don’t clearly define what that means, it might not deliver the results you want.”
“Eighty percent of AI projects fail because many companies start tech-first instead of outcome-first.”
“Ask your frontline team what they’re hearing from the customer’s side. Let them test out the new technology before it rolls out. You want feedback from people who know the pain points firsthand.”
“Focus more on trust, transparency, and consistency than just high-level metrics. It’s not enough to ask, ‘Would you refer us to a friend?’ You need to know if customers really trust the answers and the experience you provide.”
About:
Nick Glimsdahl is a contact center strategist and author of The Heart of Service: A Blueprint for Human-Centric AI in Customer Service. He is also the host of the Press 1 For Nick podcast.
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 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.
