Shep Hyken's Blog, page 5
July 14, 2025
Top 5 Customer Service & CX Articles for Week of July 14, 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.
A Million Customer Conversations with AI Agents Yielded This Surprising Lesson by Vala Afshar
(ZDNET) Salesforce began with a restricted rollout and targeted content, allowing us to learn quickly, iterate, and enhance the system. Today, these AI agents provide consistent, multilingual service at scale, leveraging a diverse set of reliable data.
My Comment: We kick off this week’s Top Five roundup with an article from the amazing Vala Afshar, the Chief Digital Evangelist for Salesforce. The subject is AI, and I like this deep dive into his three best practices recommendations. While Salesforce is a huge company, that doesn’t mean the strategies and tactics that Vala shares don’t apply to small and medium-sized businesses. They do. Whether you are currently using or thinking of using AI for customer service and CX, you will want to read this article.
Dear Bosses, Please Stop Calling It “the Year of the Customer” by Hope Horner
(Inc. Magazine) There’s nothing wrong with wanting to put more emphasis on the customer. That instinct is a good one. But enough with the slogans! If it’s really about the customer, prove it.
My Comment: I’ve preached from the very beginning of my career that a focus on the customer is an all-the-time effort. I’ve been to many company conferences and worked with clients who say something similar to “This is the year of the customer.” This article does an amazing job of pointing a few things out. In the author’s words, “…if you have to declare it the ‘year of the customer,’ it’s because the customer hasn’t been a consistent priority.” Paying attention to customer service and customer experience (CX) shouldn’t be a theme for a year. It should be forever.
Everyone Talks CX. Almost No One Delivers by Businesswire
(Martech Cube) Harvard Business Review Analytic Services study in association with Infobip reveals the AI gap undermining customer experience.
My Comment: This very short article is about the disconnect leaders have in thinking their AI and CX are meeting their customers’ expectations. The follow-up to the title of this article (which is a quote from Ben Lewis, VP Marketing and Growth at Infobip) is, “When brands can’t deliver meaningful, human-like conversations, they don’t just lose efficiency – they lose trust.” There’s a report you can download, but consider what I’ve been preaching about AI. There must be a balance between AI-fueled customer support and live/human support. There’s only so much AI or chatbots can do. Don’t put your company at risk of losing customers because you’re out of balance and not meeting customer expectations.
Why Prime Day Works—And What You Can Learn From It by Brittany Hodak
(Brittany Hodak) You don’t need to sell millions of products a minute to borrow from Amazon’s playbook. You just need to think like a fan-centric brand. Here are three ways to elevate your impact regardless of your industry or size.
My Comment: You don’t have to be Amazon (or be the size of Amazon) to learn from them and take advantage of those lessons. Brittany Hodak, fellow CX expert, gives us an overview of the Amazon Prime Day (week) sale and why it works. The shares three actionable steps to create a sale that will endear you even more to your “superfan” customers. There’s a lot packed into this short article.
Minibar Math Is So Wild, a $130 Tiny Vodka Makes Restaurant Cocktails Feel Like a Steal by Darron Cardosa
(Food & Wine) Going out to dinner is a costly outing and it almost feels like you need to take out a second mortgage or skip a month of rent to do it. But I have found a way to make it feel like it’s not that expensive and all I have to say are six little words: At least it’s not the minibar.
My Comment: In my book, The Convenience Revolution, I use the hotel minibar as a perfect example of convenience. A premium price is often charged for taking a drink or snack from the minibar. This entertaining article will leave you surprised at just how much of a premium price customers will pay. For example, a Snickers bar in a drug store is less than $2.00, but at this author’s hotel minibar, it was $10. That’s about $2.00 a bite. But customers are willing to pay these prices. Why? Convenience! The takeaway from this article shouldn’t be about high minibar prices. It should be something I’ve been preaching for years. The experience – and in this case, it’s a convenient experience – makes price less relevant.
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.
A Million Customer Conversations with AI Agents Yielded This Surprising Lesson by Vala Afshar
(ZDNET) Salesforce began with a restricted rollout and targeted content, allowing us to learn quickly, iterate, and enhance the system. Today, these AI agents provide consistent, multilingual service at scale, leveraging a diverse set of reliable data.
My Comment: We kick off this week’s Top Five roundup with an article from the amazing Vala Afshar, the Chief Digital Evangelist for Salesforce. The subject is AI, and I like this deep dive into his three best practices recommendations. While Salesforce is a huge company, that doesn’t mean the strategies and tactics that Vala shares don’t apply to small and medium-sized businesses. They do. Whether you are currently using or thinking of using AI for customer service and CX, you will want to read this article.
Dear Bosses, Please Stop Calling It “the Year of the Customer” by Hope Horner
(Inc. Magazine) There’s nothing wrong with wanting to put more emphasis on the customer. That instinct is a good one. But enough with the slogans! If it’s really about the customer, prove it.
My Comment: I’ve preached from the very beginning of my career that a focus on the customer is an all-the-time effort. I’ve been to many company conferences and worked with clients who say something similar to “This is the year of the customer.” This article does an amazing job of pointing a few things out. In the author’s words, “…if you have to declare it the ‘year of the customer,’ it’s because the customer hasn’t been a consistent priority.” Paying attention to customer service and customer experience (CX) shouldn’t be a theme for a year. It should be forever.
Everyone Talks CX. Almost No One Delivers by Businesswire
(Martech Cube) Harvard Business Review Analytic Services study in association with Infobip reveals the AI gap undermining customer experience.
My Comment: This very short article is about the disconnect leaders have in thinking their AI and CX are meeting their customers’ expectations. The follow-up to the title of this article (which is a quote from Ben Lewis, VP Marketing and Growth at Infobip) is, “When brands can’t deliver meaningful, human-like conversations, they don’t just lose efficiency – they lose trust.” There’s a report you can download, but consider what I’ve been preaching about AI. There must be a balance between AI-fueled customer support and live/human support. There’s only so much AI or chatbots can do. Don’t put your company at risk of losing customers because you’re out of balance and not meeting customer expectations.
Why Prime Day Works—And What You Can Learn From It by Brittany Hodak
(Brittany Hodak) You don’t need to sell millions of products a minute to borrow from Amazon’s playbook. You just need to think like a fan-centric brand. Here are three ways to elevate your impact regardless of your industry or size.
My Comment: You don’t have to be Amazon (or be the size of Amazon) to learn from them and take advantage of those lessons. Brittany Hodak, fellow CX expert, gives us an overview of the Amazon Prime Day (week) sale and why it works. The shares three actionable steps to create a sale that will endear you even more to your “superfan” customers. There’s a lot packed into this short article.
Minibar Math Is So Wild, a $130 Tiny Vodka Makes Restaurant Cocktails Feel Like a Steal by Darron Cardosa
(Food & Wine) Going out to dinner is a costly outing and it almost feels like you need to take out a second mortgage or skip a month of rent to do it. But I have found a way to make it feel like it’s not that expensive and all I have to say are six little words: At least it’s not the minibar.
My Comment: In my book, The Convenience Revolution, I use the hotel minibar as a perfect example of convenience. A premium price is often charged for taking a drink or snack from the minibar. This entertaining article will leave you surprised at just how much of a premium price customers will pay. For example, a Snickers bar in a drug store is less than $2.00, but at this author’s hotel minibar, it was $10. That’s about $2.00 a bite. But customers are willing to pay these prices. Why? Convenience! The takeaway from this article shouldn’t be about high minibar prices. It should be something I’ve been preaching for years. The experience – and in this case, it’s a convenient experience – makes price less relevant.
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.
July 8, 2025
Why Every Company Needs Its Own Nordstrom Tire Story
Earlier this year, I wrote a Forbes article celebrating the 50th anniversary of the famous Nordstrom story in which a man wanted to return a set of used tires – even though Nordstrom never even sold tires. That fact didn’t stop the employee from giving the customer a refund. Right or wrong, that story is still talked about 50 years later! I’ve mentioned this story in the past, and the point is that stories like these become legends inside an organization, and if the brand is lucky, they may even get some good press. They are not easy to find, unless you intentionally look for them. Nordstrom had been in business for 75 years before this legendary story was discovered and shared.
I’ve written about many such stories. They are a reminder for every company to find its unique story that exemplifies the importance of customer service. These stories are powerful because they become a “north star” for how a company should treat its customers. Publicity is optional. The real value is cultural.
For example, there are numerous Ritz-Carlton legendary stories, such as Joshie the Giraffe, in which the hotel staff made a big effort to return a stuffed animal to a child. There are also stories that aren’t so famous. I interviewed Horst Schulze, the first president and co-founder of the Ritz-Carlton, who shared a story about empowering employees to take care of their guests.
The short version is that the Ritz-Carlton allows employees to spend up to $2,000 to resolve a guest issue without seeking manager approval. One day a housekeeper found a guest’s computer. The guest had already checked out and flown from California to Hawaii. She took it upon herself to book an airline ticket and personally delivered the laptop to the guest.
As crazy as this may sound, the housekeeper was not reprimanded but instead was applauded for her efforts. Then, she was coached that next time, overnight shipping would be sufficient. The point is, there’s no risk in taking care of a guest. The story became a teaching moment for both the housekeeper and all Ritz staff, reinforcing the hotel chain’s commitment to empowered, guest-focused service.
Not every company will have a $2,000 empowerment policy like the Ritz-Carlton or a story like Nordstrom that literally defines their customer experience, but that doesn’t mean you can’t enjoy similar benefits.
So, here’s your assignment. Find your company’s legendary customer service story. If you don’t yet have one, start looking for those stories. Use them in training, meetings and internal communications. Over time, they will become the DNA of your customer service culture. And who knows? Fifty years from now, someone might still be telling your story.
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 .
July 7, 2025
How Text Messaging Transforms Customer Engagement with Dave Baxter
This episode of
Amazing Business Radio with Shep Hyken
answers the following questions and more:
How has text messaging evolved as a preferred channel for customer communication for customers?
Why do customers prefer receiving communications from businesses via mobile devices?
What role does trust play when a customer provides their mobile number to a business?
How can businesses avoid abusing the privilege of texting their customers?
What impact does timely and relevant text communication have on customer loyalty?
Top Takeaways
Texting is fast and direct, and people are already glued to their phones for hours each day. 95% of texts are opened and read within five minutes of being received, making it one of the most preferred method of communication for customers.
Customers now have more choices than ever, from the products they want to buy to the brands they want to do business with. If a company doesn’t meet them on their terms, they are likely to simply take their business elsewhere. Giving customers what they want, the way they want it, is the best way to earn their loyalty.
When a customer gives you their phone number, it is a sign of trust. For some people, a phone number is almost as personal as their home address or, in some cases, even their social security number. When that trust is abused by spamming irrelevant messages, customers can easily block a business… forever!
Texting has evolved over the years. It’s no longer just plain words in a message. Rich Communication Services (RCS) now allows images, video, branded messages, and even interactive options.
Text messaging can help answer questions and solve problems more quickly than making a call or sending an email. Texting provides speed and accuracy. Depending on the interaction, it can also provide a level of anonymity and comfort to customers who may not feel comfortable talking on the phone.
Building communication around customers’ preferences helps businesses get their message across effectively and quickly. But remember, the customer will always win. With so many choices and tools, customers have the final say in how they do business. Be mindful of what you text, how often, etc. Don’t abuse the customer’s trust in you.
Plus, Shep and Dave discuss why Millennials and Gen Z are willing to leave brands that don’t offer text communication. Tune in!
Quotes:
“Businesses are met with the challenge to send messages to their customers where they want to be met. 95% of text messages are open and read in under 5 minutes while only 22% of emails are actually ever read.”
“Text is the most preferred, effective, and efficient communication channel. Don’t abuse your ability to send your customers a message because they have the choice to block you.”
“Your phone number can almost be just as powerful as your social security number. People rarely change it, and it holds a secure, timestamped record of your most important interactions.”
“In a world that’s on-demand and real-time, the customer always wins because they have a choice. So meet them where they want to be met in terms of communication, from the very beginning and throughout your entire relationship.”
About:
Dave Baxter is the CEO of Solutions by Text, a company that helps businesses from the payment and financial space communicate with customers in a reliable, effective, and compliant way.
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 has text messaging evolved as a preferred channel for customer communication for customers?
Why do customers prefer receiving communications from businesses via mobile devices?
What role does trust play when a customer provides their mobile number to a business?
How can businesses avoid abusing the privilege of texting their customers?
What impact does timely and relevant text communication have on customer loyalty?
Top Takeaways
Texting is fast and direct, and people are already glued to their phones for hours each day. 95% of texts are opened and read within five minutes of being received, making it one of the most preferred method of communication for customers.
Customers now have more choices than ever, from the products they want to buy to the brands they want to do business with. If a company doesn’t meet them on their terms, they are likely to simply take their business elsewhere. Giving customers what they want, the way they want it, is the best way to earn their loyalty.
When a customer gives you their phone number, it is a sign of trust. For some people, a phone number is almost as personal as their home address or, in some cases, even their social security number. When that trust is abused by spamming irrelevant messages, customers can easily block a business… forever!
Texting has evolved over the years. It’s no longer just plain words in a message. Rich Communication Services (RCS) now allows images, video, branded messages, and even interactive options.
Text messaging can help answer questions and solve problems more quickly than making a call or sending an email. Texting provides speed and accuracy. Depending on the interaction, it can also provide a level of anonymity and comfort to customers who may not feel comfortable talking on the phone.
Building communication around customers’ preferences helps businesses get their message across effectively and quickly. But remember, the customer will always win. With so many choices and tools, customers have the final say in how they do business. Be mindful of what you text, how often, etc. Don’t abuse the customer’s trust in you.
Plus, Shep and Dave discuss why Millennials and Gen Z are willing to leave brands that don’t offer text communication. Tune in!
Quotes:
“Businesses are met with the challenge to send messages to their customers where they want to be met. 95% of text messages are open and read in under 5 minutes while only 22% of emails are actually ever read.”
“Text is the most preferred, effective, and efficient communication channel. Don’t abuse your ability to send your customers a message because they have the choice to block you.”
“Your phone number can almost be just as powerful as your social security number. People rarely change it, and it holds a secure, timestamped record of your most important interactions.”
“In a world that’s on-demand and real-time, the customer always wins because they have a choice. So meet them where they want to be met in terms of communication, from the very beginning and throughout your entire relationship.”
About:
Dave Baxter is the CEO of Solutions by Text, a company that helps businesses from the payment and financial space communicate with customers in a reliable, effective, and compliant way.
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 July 7, 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 Makes for a Good Loyalty Program? by Kristen Doerer
(CX Dive) The elements will depend on a brand’s customer base, industry and competition. But experts identified commonalities across successful programs: differentiation, value and emotional connection.
My Comment: We kick off this week’s Top Five roundup with an article about loyalty programs that is actually a compilation of six other articles on customer loyalty. The main article links to six others that include case studies, strategies, and ideas to consider as you review or develop your program.
Online Review Management Strategy Tips + Software Picks by Shopify
(Shopify) There are meaningful ways you can encourage reviews, respond to them in a way that builds trust, and take action on critiques to improve your brand image.
My Comment: How do you manage reviews and comments on social media and review sites? If you don’t currently have a strategy, then this article is essential reading. My short version of an online review strategy is to acknowledge every review and respond quickly to any complaints or negative comments. Yes, that’s common sense, but it amazes me how it’s not always so common. This article offers ideas on how to respond and includes suggestions for software programs to help you do so.
Built to Serve, Designed to Last: Medtronic’s CX-Driven Culture Over 76 Years by Ricardo Saltz Gulko
(Eglobalis) This article explores the roots of Medtronic’s longevity, how it executes its 100-year vision, and why its culture and business cannot afford—and are engineered—not to fail.
My Comment: Ricardo Saltz Gulko is no stranger to this weekly roundup. I’ve shared his articles in the past. What I like about this one is that it is a deep dive into one company’s CX strategy. The company is Medtronic, the world’s largest medical device company. Ricard shares how Medtronic differentiates itself from its competitors, the company’s commitment to its customers, the focus on culture, and much more.
How Agentic AI Will Change the Customer Experience by Drapers Bespoke
(Drapers) Six out of 10 customers (63%) expect AI-fuelled technologies to become the primary mode of customer support in the years to come, compared with 21% just four years ago, an annual survey of 1,000 US consumers by customer service expert Shep Hyken shows.
My Comment: This short article covers what many are calling “next-level AI” in the customer support and contact center. Typical AI will have answers. Agentic AI can take action on those answers. In other words, it can do the appropriate follow-up based on what the customer needs. It helps both customers and customer support agents.
Call Center Workers Are Tired of Being Mistaken for AI by Morgan Meaker
(Bloomberg) As more workers are asked by strangers if they’re bots, surreal conversations are prompting introspection in the industry about what it means to be human.
My Comment: One of the top topics and concerns around AI for customer support is transparency. Sometimes, the AI is so good, the customer doesn’t realize they are talking to a machine. This article flips this concept around. Some customers may not realize they are speaking with a human. Some customers don’t believe they are talking to live agents. One contact center agent is quoted: “I even ask them, ‘Is there anything you want me to say to prove that I’m a real human?”
BONUS
How is AI impacting Customer Support? Lessons from 20+ Support Leaders by Hiver
(Hiver) AI in customer support isn’t all hype. It’s got real, practical use cases that are changing the way businesses build customer relationships. So, we asked 20+ support leaders how AI is showing up in everyday support processes.
My Comment: This report from Hiver is “gated,” so you’ll have to give your email address to get the report, but it is well worth it. More than 20 CX experts and support leaders (myself included) share their thoughts on how AI is impacting customer support.
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 Makes for a Good Loyalty Program? by Kristen Doerer
(CX Dive) The elements will depend on a brand’s customer base, industry and competition. But experts identified commonalities across successful programs: differentiation, value and emotional connection.
My Comment: We kick off this week’s Top Five roundup with an article about loyalty programs that is actually a compilation of six other articles on customer loyalty. The main article links to six others that include case studies, strategies, and ideas to consider as you review or develop your program.
Online Review Management Strategy Tips + Software Picks by Shopify
(Shopify) There are meaningful ways you can encourage reviews, respond to them in a way that builds trust, and take action on critiques to improve your brand image.
My Comment: How do you manage reviews and comments on social media and review sites? If you don’t currently have a strategy, then this article is essential reading. My short version of an online review strategy is to acknowledge every review and respond quickly to any complaints or negative comments. Yes, that’s common sense, but it amazes me how it’s not always so common. This article offers ideas on how to respond and includes suggestions for software programs to help you do so.
Built to Serve, Designed to Last: Medtronic’s CX-Driven Culture Over 76 Years by Ricardo Saltz Gulko
(Eglobalis) This article explores the roots of Medtronic’s longevity, how it executes its 100-year vision, and why its culture and business cannot afford—and are engineered—not to fail.
My Comment: Ricardo Saltz Gulko is no stranger to this weekly roundup. I’ve shared his articles in the past. What I like about this one is that it is a deep dive into one company’s CX strategy. The company is Medtronic, the world’s largest medical device company. Ricard shares how Medtronic differentiates itself from its competitors, the company’s commitment to its customers, the focus on culture, and much more.
How Agentic AI Will Change the Customer Experience by Drapers Bespoke
(Drapers) Six out of 10 customers (63%) expect AI-fuelled technologies to become the primary mode of customer support in the years to come, compared with 21% just four years ago, an annual survey of 1,000 US consumers by customer service expert Shep Hyken shows.
My Comment: This short article covers what many are calling “next-level AI” in the customer support and contact center. Typical AI will have answers. Agentic AI can take action on those answers. In other words, it can do the appropriate follow-up based on what the customer needs. It helps both customers and customer support agents.
Call Center Workers Are Tired of Being Mistaken for AI by Morgan Meaker
(Bloomberg) As more workers are asked by strangers if they’re bots, surreal conversations are prompting introspection in the industry about what it means to be human.
My Comment: One of the top topics and concerns around AI for customer support is transparency. Sometimes, the AI is so good, the customer doesn’t realize they are talking to a machine. This article flips this concept around. Some customers may not realize they are speaking with a human. Some customers don’t believe they are talking to live agents. One contact center agent is quoted: “I even ask them, ‘Is there anything you want me to say to prove that I’m a real human?”
BONUS
How is AI impacting Customer Support? Lessons from 20+ Support Leaders by Hiver
(Hiver) AI in customer support isn’t all hype. It’s got real, practical use cases that are changing the way businesses build customer relationships. So, we asked 20+ support leaders how AI is showing up in everyday support processes.
My Comment: This report from Hiver is “gated,” so you’ll have to give your email address to get the report, but it is well worth it. More than 20 CX experts and support leaders (myself included) share their thoughts on how AI is impacting customer support.
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.
July 1, 2025
The Customer Service Recovery Paradox
Here’s something that might surprise you. Some of your most loyal customers may be the ones who have had problems and complaints in the past. For years, I’ve been preaching that when a customer comes to you with a problem or complaint, the goal is not only to resolve the issue, but also to restore their confidence. I was recently reminded of the concept known as the Service Recovery Paradox. Back in 1992, Michael McCollough and Sundar Bharadwaj coined the phrase to describe, according to Wikipedia, “a situation when the customer thinks more highly of a company after the company has corrected a problem with their service, compared to how they would regard the company if non-faulty service had been provided. The main reason behind this thinking is that the successful recovery of a faulty service increases the assurance and confidence from the customer.”
BOOM! That’s the point. Fix whatever needs to be fixed in such a way that makes things right and restores the customer’s confidence in you so well that they want to continue doing business with you. Furthermore, if done the right way, you not only get the customer to come back, but that confidence can also create loyalty. When the customer says, “I know I can depend on them even when there is a problem,” why would they consider doing business with anyone else?
The Customer Service Recovery Paradox
When a customer brings a problem or complaint to your attention, they are hoping for you to take care of it. It’s how you go about doing so that will create the Customer Service Recovery Paradox. Three things must happen:
The resolution makes the customer happy. It may be as simple as answering a question. Or it may require a repair, or a replacement of something that can’t be fixed. Regardless, the customer must agree that the resolution is satisfactory. However, that only brings you back to what the customer expected in the first place. Dissatisfaction can linger from the effort and friction they experienced in getting the issue resolved.
It must happen fast. Speed is your friend. The faster to resolution, the better.
Go beyond the fix. The problem is resolved, and you did it quickly and efficiently. That helps restore the customer’s confidence in you, but let’s take it just a bit further with what happens next. While some instances may require a refund or discount, that’s not always necessary. A simple note or email that thanks the customer for letting you help them and reminds them you will always have their back may be all it takes.
When customers know they can depend on you, especially when things go wrong, why would they risk doing business with anyone else? That’s not just customer retention. That’s a foundation for customer loyalty.
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 .
June 30, 2025
Why Mere Satisfaction Isn’t Enough for Customer Loyalty with Jamey Lutz
This episode of
Amazing Business Radio with Shep Hyken
answers the following questions and more:
How can businesses convert mediocre customer experiences into exceptional ones?
How can businesses turn unhappy customers into loyal fans?
Why is mere customer satisfaction not enough to ensure long-term loyalty?
How can businesses benchmark their customer experience performance?
How can businesses use customer feedback to prioritize improvements that actually matter?
Top Takeaways
Having a customer-focused experience starts with the organization’s culture. When everyone in the company, from leadership to frontline teams, cares about service, the customer feels it.
Satisfied customers are not necessarily loyal. Satisfaction means their expectations were met but not exceeded. They don’t complain because there isn’t enough for them to complain about, but that doesn’t mean they are happy. So, when another option with a better offering from a competitor, such as a smaller price tag, a more convenient location, or shorter wait times, comes along, they are still likely to leave.
Companies need to learn from good and bad customer feedback, but they should not neglect the customers in the middle. Customers who aren’t upset but aren’t delighted either are the most likely to leave without saying a word. These customers are dangerous because there is no obvious warning sign before they simply fail to return. Businesses should focus on transforming mediocre experiences into better ones by understanding what is missing and implementing improvements.
When a mistake happens, how it is handled matters even more than the mistake itself. When a business makes mistakes but shows empathy and resolves the issue promptly, customers feel valued and may become more loyal than they were before.
While learning what your competitors are doing right, remember that your customers don’t just compare you to companies within your industry. Customers compare you to the best experience that they have had in any industry. Study world-class organizations and what they are doing to stand out. Then consider what you might be able to apply to your brand.
What you think is important may not always align with what the customer thinks is important. To make impactful changes, ask for customer feedback and listen to what matters most to them. Focus your energy and resources on improvements that truly matter to your audience.
Additionally, Jamey shares lessons on providing an exceptional customer experience from his time as Director of Quality for The Ritz-Carlton. Tune in!
Quotes:
“If you only focus on fixing really bad experiences and celebrating great ones, you miss the danger in the middle. Customers who say, “It was okay,” will likely leave you the moment something better comes along.”
“If a customer has a negative experience and you do an awesome job of recovering them, they will become more loyal than they would have if the problem had never occurred.”
“Start with an end in mind. Define your desired outcomes, such as revenue, profitability, or wallet share, and work backward. Think about the strategies and changes in customer behavior needed to move the needle towards the goal.”
“Sometimes, the game changers in customer experience come from thinking beyond your current journey map, even into areas your customers don’t even know they want yet.”
About:
Jamey Lutz, founder and principal of Jamey Lutz Consulting and the author of Pathway to Purpose: Big Ideas for Fueling Irresistible Corporate Cultures. He served as the Director of Quality for The Ritz-Carlton, Palm Beach, and later as the Performance Improvement Leader of the Americas, where he led high-impact guest experience projects across 26 hotel properties.
Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio .
How can businesses convert mediocre customer experiences into exceptional ones?
How can businesses turn unhappy customers into loyal fans?
Why is mere customer satisfaction not enough to ensure long-term loyalty?
How can businesses benchmark their customer experience performance?
How can businesses use customer feedback to prioritize improvements that actually matter?
Top Takeaways
Having a customer-focused experience starts with the organization’s culture. When everyone in the company, from leadership to frontline teams, cares about service, the customer feels it.
Satisfied customers are not necessarily loyal. Satisfaction means their expectations were met but not exceeded. They don’t complain because there isn’t enough for them to complain about, but that doesn’t mean they are happy. So, when another option with a better offering from a competitor, such as a smaller price tag, a more convenient location, or shorter wait times, comes along, they are still likely to leave.
Companies need to learn from good and bad customer feedback, but they should not neglect the customers in the middle. Customers who aren’t upset but aren’t delighted either are the most likely to leave without saying a word. These customers are dangerous because there is no obvious warning sign before they simply fail to return. Businesses should focus on transforming mediocre experiences into better ones by understanding what is missing and implementing improvements.
When a mistake happens, how it is handled matters even more than the mistake itself. When a business makes mistakes but shows empathy and resolves the issue promptly, customers feel valued and may become more loyal than they were before.
While learning what your competitors are doing right, remember that your customers don’t just compare you to companies within your industry. Customers compare you to the best experience that they have had in any industry. Study world-class organizations and what they are doing to stand out. Then consider what you might be able to apply to your brand.
What you think is important may not always align with what the customer thinks is important. To make impactful changes, ask for customer feedback and listen to what matters most to them. Focus your energy and resources on improvements that truly matter to your audience.
Additionally, Jamey shares lessons on providing an exceptional customer experience from his time as Director of Quality for The Ritz-Carlton. Tune in!
Quotes:
“If you only focus on fixing really bad experiences and celebrating great ones, you miss the danger in the middle. Customers who say, “It was okay,” will likely leave you the moment something better comes along.”
“If a customer has a negative experience and you do an awesome job of recovering them, they will become more loyal than they would have if the problem had never occurred.”
“Start with an end in mind. Define your desired outcomes, such as revenue, profitability, or wallet share, and work backward. Think about the strategies and changes in customer behavior needed to move the needle towards the goal.”
“Sometimes, the game changers in customer experience come from thinking beyond your current journey map, even into areas your customers don’t even know they want yet.”
About:
Jamey Lutz, founder and principal of Jamey Lutz Consulting and the author of Pathway to Purpose: Big Ideas for Fueling Irresistible Corporate Cultures. He served as the Director of Quality for The Ritz-Carlton, Palm Beach, and later as the Performance Improvement Leader of the Americas, where he led high-impact guest experience projects across 26 hotel properties.
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 June 30, 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.
New Strategies: Switch the Focus within Your Business to the Customer by Steven Van Belleghem
(Jeweller Magazine) It’s time to lead by example within your store! Steven Van Belleghem reveals powerful strategies to improve customer experience within your business.
My Comment: We kick off this week’s Top Five with an article written by my friend and fellow CX expert, Steven Van Belleghem. This article is not about jewelry stores. It’s about some of the highest priorities you can give to creating a great experience for your customers. The article includes tips on hiring, training, creating a story worthy of repeating, leadership, and more.
The Power of a Customer-First Strategy by Melissa Puls
(Fast Company) When you remain centered on prioritizing customer needs and experiences, you create a foundation of trust and understanding that fosters long-term loyalty.
My Comment: This is an article on some foundational principles and basics tied to creating customer loyalty. For companies that are diving into digital self-service customer care with or without AI, the author emphasizes the balance between the digital and human-to-human.
How To Create Raving Fans, Not Just Customers: 5 Strategies Enterprises Must Embrace To Win Customer Loyalty by Sal Rehmetullah
(Forbes) Do you remember the last time you were so thrilled with a product or service that you told a friend, left a five-star review or became a walking billboard for the brand? Chances are, it wasn’t because the company had the flashiest website or the cheapest price. It was because they did something remarkable, something that made you feel seen, heard, and valued.
My Comment: As long as we’re on the subject of loyalty, here’s an article with five ideas on creating an experience that gets customers to come back. I especially like numbers two and five, which are to make the first five minutes (of using your product) magical and to create an experience that customers want to share. The author makes the point that you must design the experience with the idea that customers will want to share it.
Research Finds ‘Attractiveness Advantage’ in Customer Experience by Jordan Karnbach
(Ole Miss) Have you ever found yourself thinking a server, salesperson or customer service employee was especially attractive, and wondered if that changed the way you felt about the interaction or even the outcome?
My Comment: If you’ve ever called customer support and talked to someone who seemed intelligent, helpful, and enthusiastic about solving your issue, you probably have higher confidence in your result versus a person who is less than enthusiastic and seems to be reading from a script. Well, at least according to this article, you may have a similar experience in person if the employee is good-looking (attractive). According to this study, looks count. However, want to state for the record (my personal opinion) that it may not be physical looks as much as how “put together” the employee is, along with their attitude, rather than how good-looking they are. Still, I found this article interesting and intriguing.
The Three Pillars of Customer Loyalty: Why, Who, and How by Siba Padhy
(Solutions Review) Companies recognize that they need to take loyalty more seriously—the problem is that they don’t know where to start. This article explores how customer data platforms (CDPs), AI agents, and machine learning (ML) tools can solve this challenge.
My Comment: It seems we’re heavy on articles about customer loyalty, but is there a more important concept to why we work so hard to create a great customer experience? After all, we want our customers to come back. We close out this week’s Top Five with a very thoughtful piece on loyalty, discussing why we want loyalty, understanding who our customers are, and some ideas on how to go about getting the customer 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. Connect with Shep on LinkedIn.
New Strategies: Switch the Focus within Your Business to the Customer by Steven Van Belleghem
(Jeweller Magazine) It’s time to lead by example within your store! Steven Van Belleghem reveals powerful strategies to improve customer experience within your business.
My Comment: We kick off this week’s Top Five with an article written by my friend and fellow CX expert, Steven Van Belleghem. This article is not about jewelry stores. It’s about some of the highest priorities you can give to creating a great experience for your customers. The article includes tips on hiring, training, creating a story worthy of repeating, leadership, and more.
The Power of a Customer-First Strategy by Melissa Puls
(Fast Company) When you remain centered on prioritizing customer needs and experiences, you create a foundation of trust and understanding that fosters long-term loyalty.
My Comment: This is an article on some foundational principles and basics tied to creating customer loyalty. For companies that are diving into digital self-service customer care with or without AI, the author emphasizes the balance between the digital and human-to-human.
How To Create Raving Fans, Not Just Customers: 5 Strategies Enterprises Must Embrace To Win Customer Loyalty by Sal Rehmetullah
(Forbes) Do you remember the last time you were so thrilled with a product or service that you told a friend, left a five-star review or became a walking billboard for the brand? Chances are, it wasn’t because the company had the flashiest website or the cheapest price. It was because they did something remarkable, something that made you feel seen, heard, and valued.
My Comment: As long as we’re on the subject of loyalty, here’s an article with five ideas on creating an experience that gets customers to come back. I especially like numbers two and five, which are to make the first five minutes (of using your product) magical and to create an experience that customers want to share. The author makes the point that you must design the experience with the idea that customers will want to share it.
Research Finds ‘Attractiveness Advantage’ in Customer Experience by Jordan Karnbach
(Ole Miss) Have you ever found yourself thinking a server, salesperson or customer service employee was especially attractive, and wondered if that changed the way you felt about the interaction or even the outcome?
My Comment: If you’ve ever called customer support and talked to someone who seemed intelligent, helpful, and enthusiastic about solving your issue, you probably have higher confidence in your result versus a person who is less than enthusiastic and seems to be reading from a script. Well, at least according to this article, you may have a similar experience in person if the employee is good-looking (attractive). According to this study, looks count. However, want to state for the record (my personal opinion) that it may not be physical looks as much as how “put together” the employee is, along with their attitude, rather than how good-looking they are. Still, I found this article interesting and intriguing.
The Three Pillars of Customer Loyalty: Why, Who, and How by Siba Padhy
(Solutions Review) Companies recognize that they need to take loyalty more seriously—the problem is that they don’t know where to start. This article explores how customer data platforms (CDPs), AI agents, and machine learning (ML) tools can solve this challenge.
My Comment: It seems we’re heavy on articles about customer loyalty, but is there a more important concept to why we work so hard to create a great customer experience? After all, we want our customers to come back. We close out this week’s Top Five with a very thoughtful piece on loyalty, discussing why we want loyalty, understanding who our customers are, and some ideas on how to go about getting the customer 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. Connect with Shep on LinkedIn.
June 24, 2025
A CX Failure Is an Opportunity to Show How Good You Really Are
When things go wrong for your customer, that’s when you have the best opportunity to prove how good you really are. Anyone can look good when everything is running smoothly, but your true customer service “chops” show up during a service failure. I recently went to a doctor’s office for an appointment. I arrived early to check in. The nurse at the desk was – no exaggeration – horrified that she had to tell me there was a glitch in the scheduling software, and my appointment had to be rescheduled. While some people might have taken a, “That’s too bad … it happens attitude,” she couldn’t have been more apologetic, showing tremendous empathy, and immediately went to work to find another time for me to return to see the doc.
I was at a restaurant and ordered a sandwich without mayonnaise. (I hate mayonnaise!) Of course, the sandwich came out slathered with mayo. The server spotted the mistake while setting the plate down in front of me. Before it even hit the table, she put it back on her tray. She served the rest of the food to everyone else at the table, and like the nurse who had to reschedule my appointment, she apologized and showed empathy. She immediately went to the kitchen to fix the problem. Several minutes later, I had a perfect sandwich.
After both of these experiences, I received email messages asking me to complete a short survey. I gave each of these people and businesses a perfect, five-star rating. It wasn’t that they were flawless. In both cases, mistakes were made. But they each made a flawless recovery. In both situations, they didn’t offer a refund or anything for free. They just fixed the problem – but they did it with style. And when someone cares as much as these ladies did, how could I stay mad at them?
One important point: For this approach to work, problems have to be rare, not frequent, occurrences. No matter how nice employees are or how well they handle issues and complaints, if problems happen regularly, customers won’t trust the company. Excellence in recovery can only overcome occasional failures, not “systematic” ones.
I don’t need to rehash my Five Steps to Handling a Moment of Misery (Complaint) , but it’s important to point out that both people handled the problems well. Rescheduling an appointment seems like a bigger issue than remaking a sandwich, but that’s not the point. The point is they both fixed the problem, and the attitude they took while doing so became even more important than the fix.
Both of these stories illustrate how, when you really care, you can win back your customer. A mistake isn’t the end of your relationship with a customer. Handled the right way, it’s an opportunity to build trust and loyalty by showing how good you really are when things don’t go according to plan.
Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com . Connect with Shep on LinkedIn .
June 23, 2025
Adapt to the Local Culture and Create a Better CX with Katherine Melchior Ray
This episode of
Amazing Business Radio with Shep Hyken
answers the following questions and more:
How can cultural differences impact customer service interactions?
What role does personalization play in enhancing the customer experience across different cultures?
Why is it essential to understand local cultural perceptions when building brand value?
How can businesses strike a balance between global brand consistency and local cultural adaptation?
What impact does the country of origin have on storytelling for brands?
Top Takeaways
Understanding cultural diversity builds brand value. Different countries and cities may host a variety of cultures and nationalities where diverse preferences and customer expectations coexist. By embracing these differences, businesses can tailor customer experiences to fit cultural nuances and serve diverse markets better.
Customer experience is a global differentiator. Brands can no longer rely solely on product quality or price alone. The way brands engage with and serve their customers has a significant impact on their success.
Personalization isn’t just for luxury brands. Even small daily purchases, such as a cup of coffee, can be personalized to enhance customer satisfaction. Understanding customer preferences helps brands build confidence and provide a greater value than just the product itself.
Storytelling is an essential part of creating brand value because it shapes how customers perceive a brand’s origins, identity, and purpose.
Understanding cultural context is important because what resonates in one region may not be as meaningful or attractive elsewhere. Brands need to strike a balance between having a consistent global message and being flexible in the experience they create to adapt to different markets’ perceptions.
Trust and brand loyalty are strengthened when businesses prioritize understanding their customers’ cultural backgrounds and nuances. This communicates to the customer that they are valued as individuals, not just as transactions.
Cultural dynamics evolve, so it is essential for brands to continually learn from diverse international markets and keep up with customer preferences.
Plus, Katherine shares some interesting nuances in customer interactions from countries such as Japan, Singapore, Italy, France, the United Kingdom, and more. Tune in!
Quotes:
“The skills we learn to work across explicitly different cultures are the skills that we can use to embrace diversity in our own country.”
“Understand the culture from which your customer is coming from to personalize, localize, and customize the experience that is right for them, right for their culture, and right for their brand.”
“Remember to have cultural humility and focus on building a relationship with your customer because it’s always cheaper to keep a customer than to acquire a new one.”
About:
Katherine Melchior Ray, an educator at UC Berkeley Haas School of Business, brand expert, and co-author of Brand Global, Adapt Local: How to Build Brand Value Across Cultures. She has worked with some of the world’s biggest brands, including Nike, Nordstrom, Louis Vuitton, Gucci, Hyatt, Shiseido, and Babbel.
Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio .
How can cultural differences impact customer service interactions?
What role does personalization play in enhancing the customer experience across different cultures?
Why is it essential to understand local cultural perceptions when building brand value?
How can businesses strike a balance between global brand consistency and local cultural adaptation?
What impact does the country of origin have on storytelling for brands?
Top Takeaways
Understanding cultural diversity builds brand value. Different countries and cities may host a variety of cultures and nationalities where diverse preferences and customer expectations coexist. By embracing these differences, businesses can tailor customer experiences to fit cultural nuances and serve diverse markets better.
Customer experience is a global differentiator. Brands can no longer rely solely on product quality or price alone. The way brands engage with and serve their customers has a significant impact on their success.
Personalization isn’t just for luxury brands. Even small daily purchases, such as a cup of coffee, can be personalized to enhance customer satisfaction. Understanding customer preferences helps brands build confidence and provide a greater value than just the product itself.
Storytelling is an essential part of creating brand value because it shapes how customers perceive a brand’s origins, identity, and purpose.
Understanding cultural context is important because what resonates in one region may not be as meaningful or attractive elsewhere. Brands need to strike a balance between having a consistent global message and being flexible in the experience they create to adapt to different markets’ perceptions.
Trust and brand loyalty are strengthened when businesses prioritize understanding their customers’ cultural backgrounds and nuances. This communicates to the customer that they are valued as individuals, not just as transactions.
Cultural dynamics evolve, so it is essential for brands to continually learn from diverse international markets and keep up with customer preferences.
Plus, Katherine shares some interesting nuances in customer interactions from countries such as Japan, Singapore, Italy, France, the United Kingdom, and more. Tune in!
Quotes:
“The skills we learn to work across explicitly different cultures are the skills that we can use to embrace diversity in our own country.”
“Understand the culture from which your customer is coming from to personalize, localize, and customize the experience that is right for them, right for their culture, and right for their brand.”
“Remember to have cultural humility and focus on building a relationship with your customer because it’s always cheaper to keep a customer than to acquire a new one.”
About:
Katherine Melchior Ray, an educator at UC Berkeley Haas School of Business, brand expert, and co-author of Brand Global, Adapt Local: How to Build Brand Value Across Cultures. She has worked with some of the world’s biggest brands, including Nike, Nordstrom, Louis Vuitton, Gucci, Hyatt, Shiseido, and Babbel.
Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio .
June 22, 2025
Top 5 Customer Service & CX Articles for Week of June 23, 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 Improve Retail Customer Experiences: 12 Practical Tips (2025) by Shopify Staff
(Shopify) Learn what a great retail customer experience looks like, with 12 practical tips to improve the retail experience and generate more sales.
My Comment: We kick off this week’s Top Five Roundup with a reminder to check out the NiCE research about customer service happiness. This is what I found interesting. Global happiness (not related to customer service or CX) has dropped by 10 points to 58% from last year. However, happiness related to customer service increased by 5%.
Is customer experience the ultimate weapon in competitive markets? by Georgina Taylor
(Elite Business) Customer Experience (CX) was the battlefield, and the panellists marched in with real-world war stories, bold opinions, and surprisingly candid reflections, here’s what we learned.
My Comment: This article is “singing my song.” Customer experience (CX) is your most competitive weapon in a competitive market. This article is a compilation of answers from four panelists at the recent Elite Business Live conference. The questions answered and debated by the panel members started with, “Why does CX matter when everyone’s under pressure to cut costs?” In addition to the article, a link to YouTube is provided for viewing the entire panel discussion.
Fueling Brand Devotion Pays Off in Uncertain Times by Jasmin King
(Total Retail) Loyal customers are the most likely to stick with your brand during a downturn, and a loyalty program is the primary vehicle for keeping those relationships strong. By truly understanding what your customers value, you can create experiences that keep them coming back — driving increased lifetime value, improved retention, and reduced acquisition costs.
My Comment: We are experiencing some shaky economic conditions and consumers (and all customers in general) are more aware and concerned than ever about how they spend their money. That’s why this article makes great sense. Now is the time to focus on creating customer loyalty. If you can do it in “uncertain times,” you’ll keep your customers coming back when times get better.
Exceptional customer service is essential to loyalty, survey finds by Michael Brady
(CX Dive) Nearly 9 in 10 customers would purchase from a brand again following an amazing experience, according to a Verint survey.
My Comment: Following up on the last article in our roundup, this is the strategy to build loyalty. It’s simple (in theory): Create “exceptional customer service.” My customer service research is in alignment with the findings the author quotes from a survey that 9 in 10 customers would purchase from a brand again following an amazing experience. And if you want them to come back beyond the second time, be consistent in creating those experiences.
How Synthetic Customers Bring Companies Closer to the Real Ones by Andy Pierce, Louise Keely, Todd Papaioannou, Richard Lichtenstein, Basma Abdel Motaal, and Colleen Lin
(Bain & Company) From product design to campaign testing, companies are using synthetic customers to get sharper answers faster.
My Comment: If this article was written five years ago, you would think you might be reading a script for a sci-fi movie, but everything in this article is happening today. Synthetic customers are AI-generated “proxies” that can mimic human behavior and make informed buying decisions. They are created from a company’s data on all things related to the customer and are then used to simulate customer support calls. This is what training will look like in the future. Simulations based on real-life occurrences will put the best customer support agents to the test – and make them better.
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 Improve Retail Customer Experiences: 12 Practical Tips (2025) by Shopify Staff
(Shopify) Learn what a great retail customer experience looks like, with 12 practical tips to improve the retail experience and generate more sales.
My Comment: We kick off this week’s Top Five Roundup with a reminder to check out the NiCE research about customer service happiness. This is what I found interesting. Global happiness (not related to customer service or CX) has dropped by 10 points to 58% from last year. However, happiness related to customer service increased by 5%.
Is customer experience the ultimate weapon in competitive markets? by Georgina Taylor
(Elite Business) Customer Experience (CX) was the battlefield, and the panellists marched in with real-world war stories, bold opinions, and surprisingly candid reflections, here’s what we learned.
My Comment: This article is “singing my song.” Customer experience (CX) is your most competitive weapon in a competitive market. This article is a compilation of answers from four panelists at the recent Elite Business Live conference. The questions answered and debated by the panel members started with, “Why does CX matter when everyone’s under pressure to cut costs?” In addition to the article, a link to YouTube is provided for viewing the entire panel discussion.
Fueling Brand Devotion Pays Off in Uncertain Times by Jasmin King
(Total Retail) Loyal customers are the most likely to stick with your brand during a downturn, and a loyalty program is the primary vehicle for keeping those relationships strong. By truly understanding what your customers value, you can create experiences that keep them coming back — driving increased lifetime value, improved retention, and reduced acquisition costs.
My Comment: We are experiencing some shaky economic conditions and consumers (and all customers in general) are more aware and concerned than ever about how they spend their money. That’s why this article makes great sense. Now is the time to focus on creating customer loyalty. If you can do it in “uncertain times,” you’ll keep your customers coming back when times get better.
Exceptional customer service is essential to loyalty, survey finds by Michael Brady
(CX Dive) Nearly 9 in 10 customers would purchase from a brand again following an amazing experience, according to a Verint survey.
My Comment: Following up on the last article in our roundup, this is the strategy to build loyalty. It’s simple (in theory): Create “exceptional customer service.” My customer service research is in alignment with the findings the author quotes from a survey that 9 in 10 customers would purchase from a brand again following an amazing experience. And if you want them to come back beyond the second time, be consistent in creating those experiences.
How Synthetic Customers Bring Companies Closer to the Real Ones by Andy Pierce, Louise Keely, Todd Papaioannou, Richard Lichtenstein, Basma Abdel Motaal, and Colleen Lin
(Bain & Company) From product design to campaign testing, companies are using synthetic customers to get sharper answers faster.
My Comment: If this article was written five years ago, you would think you might be reading a script for a sci-fi movie, but everything in this article is happening today. Synthetic customers are AI-generated “proxies” that can mimic human behavior and make informed buying decisions. They are created from a company’s data on all things related to the customer and are then used to simulate customer support calls. This is what training will look like in the future. Simulations based on real-life occurrences will put the best customer support agents to the test – and make them better.
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.
