Shep Hyken's Blog, page 5
August 19, 2025
Five Ways to React to What Customers Say About You Online
It’s one thing to listen to what your customers are saying when they reach out to you directly through calls, emails, texts, or direct messages. But many customers prefer to “go social” and comment on social media, review sites, and online forums. So the question is, “Are you listening?”
By “listening,” I mean social listening, paying attention to what customers are saying about you everywhere except directly to you.
In the past month, I’ve been asked twice about social listening, responding to surveys, and monitoring online comments and reviews. However, let me emphasize that comments and reviews are not limited to the typical review sites, such as Google, Yelp, TripAdvisor, and others. Your customers will also share comments on Facebook, Instagram, and other social media sites.
So, even though we call it social listening, a better name might be social reacting. If you take the time to “listen,” which means reading or watching what customers are saying about you, it is in your best interest to react with an appropriate response.
While I believe you should respond to all comments and reviews, it’s especially important to respond to the negative. By the way, negative reviews aren’t so bad. In one of my articles about embracing negative reviews, I mentioned that a perfect five-star rating causes some customers to think, “This is too good to be true.” Perfection is not reality, and customers know this.
With that in mind, here are five social reaction strategies and tactics:
React to Positive Comments: A short thank you is appropriate. If you can personalize it, even better.
React to Negative Comments: As mentioned, it’s especially important to respond to negative reviews and comments, and I’ll add, in a timely fashion. The sooner the better. This adds a sense of urgency and creates credibility. If possible, take the complaint “offline” and deal directly with the customer. Then return to the site where the comment or review was first shared and let the world know you resolved the issue.
React to Unreasonable Comments: Not every comment will be reasonable. Some people will be unreasonable. A simple and professional response is appropriate. Offer a way for the customer to contact you directly. Don’t be defensive, or you’ll add fuel to the fire.
It’s Okay to Use AI and Templates When Reacting: Depending on how many comments you get, AI and templates can save you time. But, make sure to customize them to the situation. Don’t just copy and paste comments. Customers will notice.
Treat Customer Comments as Learning Opportunities: This idea goes beyond social channels and review sites. Any comment that comes your way, positive or negative, is a learning opportunity. If you get negative feedback, find ways to prevent it from happening again. If the feedback is positive, find ways to make sure it always happens.
Companies spend a lot of money to get customers to notice them through marketing and advertising. Don’t waste that investment by not considering social reacting as part of your marketing and CX plan.
Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com . Connect with Shep on LinkedIn .
August 18, 2025
From Customer Frustration to Customer Satisfaction with Mark Rohan
This episode of
Amazing Business Radio with Shep Hyken
answers the following questions and more:
Why do many customers still prefer voice support over digital self-service or AI solutions?
What percentage of customers are likely to leave a company after a negative experience with automated phone systems?
How can companies use technology to detect and resolve customer service issues in real time?
Why is it important for companies to offer both digital and human support options?
What role does artificial intelligence play in modern customer support?
Top Takeaways
The customer experience begins the moment you first attempt to communicate with a business, whether through a chatbot, a phone call, or an email. Every interaction creates the customer’s impression of the organization. Be easy to do business with right from the very beginning.
Tools like Interactive Voice Response (IVR) menus and AI chatbots can make the difference between customer satisfaction and frustration. Studies show that around 73% of people will avoid a business if they have a bad encounter with an automated phone menu. That means companies could lose customers before they even have a chance to help them.
No matter how good AI and digital options become, there will always be moments when people want to talk to another person. AI and digital options may deliver the quickest response for routine or predictable issues that customers encounter day to day. However, when issues are urgent or sensitive, most customers prefer to hear a reassuring human voice.
Businesses that stick with doing things “the way we’ve always done it” put themselves at risk of falling behind. Adapting to new technologies, even if it feels uncomfortable, keeps companies competitive and relevant.
Customers don’t just compare one business to its direct competitors. Instead, they compare every interaction to the very best experience they’ve ever had, no matter where that was. If another company makes things quick and easy, customers expect you to do the same. Companies must continuously strive to be proactive, responsive, and raise their own standards.
Every issue that a customer encounters is an opportunity to be memorable and to create loyalty. If a problem occurs and is resolved quickly and kindly, customers may trust the company even more than if nothing had gone wrong.
Plus, Shep and Mark discuss what world-class brands are doing differently when it comes to integrating technology into their processes. Tune in!
Quotes:
“Everybody remembers the poor experiences, but very few people remember the good ones. You can’t always deliver a perfect customer experience, but you do your best to deliver the best you possibly can.”
“When things go wrong, what’s important is to go above and beyond thereafter, because that’s the thing that resonates a lot more with customers.”
“Customer experience doesn’t start once customers talk to an agent. It starts from the very first time that a customer makes any engagement with the business.”
“Embrace change. The most detrimental words to any business in the world are “That’s the way we always did it.”
About:
Mark Rohan is the Co-Founder and COO of Klearcom. He has 20 years of experience in telecom and IT, and is a strong advocate for seamless customer experiences.
Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio .
Why do many customers still prefer voice support over digital self-service or AI solutions?
What percentage of customers are likely to leave a company after a negative experience with automated phone systems?
How can companies use technology to detect and resolve customer service issues in real time?
Why is it important for companies to offer both digital and human support options?
What role does artificial intelligence play in modern customer support?
Top Takeaways
The customer experience begins the moment you first attempt to communicate with a business, whether through a chatbot, a phone call, or an email. Every interaction creates the customer’s impression of the organization. Be easy to do business with right from the very beginning.
Tools like Interactive Voice Response (IVR) menus and AI chatbots can make the difference between customer satisfaction and frustration. Studies show that around 73% of people will avoid a business if they have a bad encounter with an automated phone menu. That means companies could lose customers before they even have a chance to help them.
No matter how good AI and digital options become, there will always be moments when people want to talk to another person. AI and digital options may deliver the quickest response for routine or predictable issues that customers encounter day to day. However, when issues are urgent or sensitive, most customers prefer to hear a reassuring human voice.
Businesses that stick with doing things “the way we’ve always done it” put themselves at risk of falling behind. Adapting to new technologies, even if it feels uncomfortable, keeps companies competitive and relevant.
Customers don’t just compare one business to its direct competitors. Instead, they compare every interaction to the very best experience they’ve ever had, no matter where that was. If another company makes things quick and easy, customers expect you to do the same. Companies must continuously strive to be proactive, responsive, and raise their own standards.
Every issue that a customer encounters is an opportunity to be memorable and to create loyalty. If a problem occurs and is resolved quickly and kindly, customers may trust the company even more than if nothing had gone wrong.
Plus, Shep and Mark discuss what world-class brands are doing differently when it comes to integrating technology into their processes. Tune in!
Quotes:
“Everybody remembers the poor experiences, but very few people remember the good ones. You can’t always deliver a perfect customer experience, but you do your best to deliver the best you possibly can.”
“When things go wrong, what’s important is to go above and beyond thereafter, because that’s the thing that resonates a lot more with customers.”
“Customer experience doesn’t start once customers talk to an agent. It starts from the very first time that a customer makes any engagement with the business.”
“Embrace change. The most detrimental words to any business in the world are “That’s the way we always did it.”
About:
Mark Rohan is the Co-Founder and COO of Klearcom. He has 20 years of experience in telecom and IT, and is a strong advocate for seamless customer experiences.
Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio .
Top 5 Customer Service & CX Articles for Week of August 18, 2025
Each week, I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comments about each article and would like to hear what you think too.
Is Customer Service Getting Worse? Boomers and Gen Xers Seem to Think So by Jason Bramwell
(CPA Practice Advisor) Nearly half of U.S. shoppers say customer service provided by businesses is getting worse, according to results from the latest Consumer Pulse survey from GoDaddy, yet Gen Z and millennials remain more upbeat than their parents’ generations.
My Comment: We kick of this week’s Top Five roundup with a short article that shares some findings related to customer service getting worse. According to a survey from GoDaddy, half of U.S. shoppers say customer service is getting worse. That perfectly aligns with my customer service and CX research (50%). But not all shoppers/consumers feel the same. Age makes a difference. There’s a big difference between Gen Z and Baby Boomers.
5 Ways a Chatbot Will Help Your Customer Service Team by Daria Leshchenko
(Inc. Magazine) Global research and advisory firm Gartner predicted in 2023 much of what we are experiencing today. Generative AI, digital customer service, and conversational user interfaces are transforming the customer service journey, enabling customer service leaders to meet the rapidly growing expectations of the next generation of customer support.
My Comment: Yes, chatbots can help your customer service team. This article shares five ways to do so, recognizing that AI can offer 24/7 support, transfer the caller to a live agent when needed, communicate with the customer in multiple languages, and more. If this article intrigues you, be sure to check out my recently published article titled Five Reasons We Love Chatbots and Five Reasons We Hate Them .
How Retailers Are Using Delivery Personas to Build Customer Loyalty by Johannes Panzer
(Total Retail) While consumers’ e-commerce expectations grow more fragmented, one important solution is to offer dynamic delivery options that allow customers to choose based on their priorities. By designing delivery features around real customer behavior and operational capacity, retailers can drive down cost, reduce delivery failures, and retain more customers with every order.
My Comment: This article looks at a new way online retailers are personalizing the experience for their customers. There are many differences in the way people buy, based on background, gender, age, etc. What about how their orders are delivered? This article identifies five personas and how they like their merchandise delivered. The differences include cost, speed, eco-friendliness, and more.
B2B Customer Loyalty In The Age Of Ubiquitous B2C Convenience by Martha Salinas
(MinuteHack) B2B buyers increasingly expect the same convenience and ease they experience as consumers. That may sound self-evident, but for suppliers operating in complex, competitive environments, it’s a reality that demands attention: even your most longstanding customers wouldn’t hesitate to walk away with surprising speed.
My Comment: All customers, and that includes B2B customers, compare all of their experiences to the best experiences they have had with any company, and that most likely is a consumer experience. Why? Even purchasing agents in large companies are consumers. This article focuses on creating a B2B payment system similar to a consumer experience. Consider this an example of just one way we can bring B2C thinking into a B2B customer experience.
OpenAI Forgot the Golden Rule of CX: Don’t Yank Away What Customers Love by Dom Nicastro
(CMSWire) No matter how good these large language models like OpenAI’s baby ChatGPT get, customer experience will always matter. Always.
My Comment: Recently, OpenAI rolled out an updated version of its popular ChatGPT platform. Based on the features and benefits of the new ChatGPT 5, it seemed like customers would love it – but they didn’t. It’s like when Coca-Cola rolled out The New Coke. It didn’t take long for consumers to convince Coke to go back to offering the original Coke. That’s close to what OpenAI did. Almost immediately, they made ChatGPT 4 available with the upgrade as an option. They also apologized and acknowledged the problem. Yes, OpenAI’s intention was good. The execution didn’t work. The recovery is textbook excellent customer experience.
Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops. Connect with Shep on LinkedIn.
Is Customer Service Getting Worse? Boomers and Gen Xers Seem to Think So by Jason Bramwell
(CPA Practice Advisor) Nearly half of U.S. shoppers say customer service provided by businesses is getting worse, according to results from the latest Consumer Pulse survey from GoDaddy, yet Gen Z and millennials remain more upbeat than their parents’ generations.
My Comment: We kick of this week’s Top Five roundup with a short article that shares some findings related to customer service getting worse. According to a survey from GoDaddy, half of U.S. shoppers say customer service is getting worse. That perfectly aligns with my customer service and CX research (50%). But not all shoppers/consumers feel the same. Age makes a difference. There’s a big difference between Gen Z and Baby Boomers.
5 Ways a Chatbot Will Help Your Customer Service Team by Daria Leshchenko
(Inc. Magazine) Global research and advisory firm Gartner predicted in 2023 much of what we are experiencing today. Generative AI, digital customer service, and conversational user interfaces are transforming the customer service journey, enabling customer service leaders to meet the rapidly growing expectations of the next generation of customer support.
My Comment: Yes, chatbots can help your customer service team. This article shares five ways to do so, recognizing that AI can offer 24/7 support, transfer the caller to a live agent when needed, communicate with the customer in multiple languages, and more. If this article intrigues you, be sure to check out my recently published article titled Five Reasons We Love Chatbots and Five Reasons We Hate Them .
How Retailers Are Using Delivery Personas to Build Customer Loyalty by Johannes Panzer
(Total Retail) While consumers’ e-commerce expectations grow more fragmented, one important solution is to offer dynamic delivery options that allow customers to choose based on their priorities. By designing delivery features around real customer behavior and operational capacity, retailers can drive down cost, reduce delivery failures, and retain more customers with every order.
My Comment: This article looks at a new way online retailers are personalizing the experience for their customers. There are many differences in the way people buy, based on background, gender, age, etc. What about how their orders are delivered? This article identifies five personas and how they like their merchandise delivered. The differences include cost, speed, eco-friendliness, and more.
B2B Customer Loyalty In The Age Of Ubiquitous B2C Convenience by Martha Salinas
(MinuteHack) B2B buyers increasingly expect the same convenience and ease they experience as consumers. That may sound self-evident, but for suppliers operating in complex, competitive environments, it’s a reality that demands attention: even your most longstanding customers wouldn’t hesitate to walk away with surprising speed.
My Comment: All customers, and that includes B2B customers, compare all of their experiences to the best experiences they have had with any company, and that most likely is a consumer experience. Why? Even purchasing agents in large companies are consumers. This article focuses on creating a B2B payment system similar to a consumer experience. Consider this an example of just one way we can bring B2C thinking into a B2B customer experience.
OpenAI Forgot the Golden Rule of CX: Don’t Yank Away What Customers Love by Dom Nicastro
(CMSWire) No matter how good these large language models like OpenAI’s baby ChatGPT get, customer experience will always matter. Always.
My Comment: Recently, OpenAI rolled out an updated version of its popular ChatGPT platform. Based on the features and benefits of the new ChatGPT 5, it seemed like customers would love it – but they didn’t. It’s like when Coca-Cola rolled out The New Coke. It didn’t take long for consumers to convince Coke to go back to offering the original Coke. That’s close to what OpenAI did. Almost immediately, they made ChatGPT 4 available with the upgrade as an option. They also apologized and acknowledged the problem. Yes, OpenAI’s intention was good. The execution didn’t work. The recovery is textbook excellent customer experience.
Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops. Connect with Shep on LinkedIn.
August 12, 2025
Five Reasons We Love Chatbots, and Five Reasons We Hate Them
More and more, brands are starting to get the chatbot “thing” right. AI is improving, and customers are realizing that a chatbot can be a great first stop for getting quick answers or resolving questions. After all, if you have a question, don’t you want it answered now? In a recent interview, I was asked, “What do you love about chatbots?” That was easy. Then came the follow-up question, “What do you hate about chatbots?” Also easy. The truth is, chatbots can deliver amazing experiences. They can also cause just as much frustration as a very long phone hold. With that in mind, here are five reasons to love (and hate) chatbots:
Why We Love Chatbots
24/7 Availability: Chatbots are always on. They don’t sleep. Customers can get help at any time, even during holidays.
Fast Response: Instant answers to simple questions, such as hours of operation, order status and basic troubleshooting, can be provided with efficiency and minimal friction.
Customer Service at Scale: Once you set up a chatbot, it can handle many customers at once. Customers won’t have to wait, and human agents can focus on more complicated issues and problems.
Multiple Language Capabilities: The latest chatbots are capable of speaking and typing in many different languages. Whether you need global support or just want to cater to different cultures in a local area, a chatbot has you covered.
Consistent Answers: When programmed properly, a chatbot delivers the same answers every time.
Why We Hate Chatbots
AI Can’t Do Everything, but Some Companies Think It Can: This is what frustrates customers the most. Some companies believe AI and chatbots can do it all. They can’t, and the result is frustrated customers who will eventually move on to the competition.
A Lack of Empathy: AI can do a lot, but it can’t express true emotions. For some customers, care, empathy and understanding are more important than efficiency.
Scripted Retorts Feel Robotic: Chatbots often follow strict guidelines. That’s actually a good thing, unless the answers provided feel overly scripted and generic.
Hard to Get to a Human: One of the biggest complaints about chatbots is, “I just want to talk to a person.” Smart companies make it easy for customers to leave AI and connect to a human.
There’s No Emotional Connection to a Chatbot: You’ll most likely never hear a customer say, “I love my chatbot.” A chatbot won’t win your heart. In customer service, sometimes how you make someone feel is more important than what you say.
Chatbots are powerful tools, but they are not a replacement for human connection. The best companies use AI to enhance support, not replace it. When chatbots handle the routine issues and agents handle the more complex and human moments, that’s when customer experience goes from efficient to … amazing.
Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com . Connect with Shep on LinkedIn .
August 11, 2025
Creating Work Teams That Employees Love to Join with Dr. Tim Currie
This episode of
Amazing Business Radio with Shep Hyken
answers the following questions and more:
What is swift trust?
How does internal company culture influence customer experience?
How can leaders build a followership?
Why is trust important for employee engagement and customer satisfaction in virtual teams?
How can organizations recreate the benefits of in-office culture for remote teams?
Top Takeaways
Creating a strong culture of trust in a remote work environment takes much more than just assigning tasks and checking the results. Since people aren’t together in the same place, leaders and team members need to go out of their way to engage, communicate, and build connections, just like they would in person.
Swift trust is a concept that involves assuming your teammate is competent, reliable, and of good character. This is common in remote settings or short-term projects where you don’t have time to build deeper relationships. This form of trust often remains transactional and surface-level unless further effort is made to deepen those relationships.
Happy employees usually lead to happy customers, no matter where work is happening. The way employees feel inside an organization directly affects how they treat customers, whether employees are working in an office or from home. If workers feel connected and cared for, they’re more likely to treat customers well.
In an office, great leaders can “work the room” and connect with employees face-to-face. When everyone works remotely, leaders have to become visible in new ways.
The number one indicator of trust in leadership is online availability. Seeing a manager’s green light online or receiving an answer to a question builds confidence that leadership is engaged and supportive. This digital presence is similar to an office’s “open door” policy, as it allows employees to reach out and get help even when they are not in the same location.
“Followership” is the idea that employees want to be led by someone they trust and respect. This is possible in remote work when companies are willing to invest in teams mastering skills like communicating through video calls, chat platforms, and social media-style updates.
When employees are scattered around the world, they still need to feel like they’re part of the team. Regular video calls to celebrate successes, check in on well-being, or just have fun keep morale high.
Plus, Shep and Tim talk about what is causing the “attention battle” in teams and how to win it effectively. Tune in!
Quotes:
“The more leaders can authentically engage in digital channels and share more of themselves on a personal level, the more employees will feel they are sincere and genuinely reaching out. It’s the closest thing to human touch we can find in a remote setting.”
“You have to become an influencer to your own employee base. That means sharing what you’re doing, your insights, and your challenges so employees working from home know what their leader is doing and why.”
About:
Dr. Tim Currie is a leadership expert who has personally generated over $100 million in revenue and guided teams to more than $1 billion. He is the author of Swift Trust: Mastering Relationships in the Remote Work Revolution.
Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio .
What is swift trust?
How does internal company culture influence customer experience?
How can leaders build a followership?
Why is trust important for employee engagement and customer satisfaction in virtual teams?
How can organizations recreate the benefits of in-office culture for remote teams?
Top Takeaways
Creating a strong culture of trust in a remote work environment takes much more than just assigning tasks and checking the results. Since people aren’t together in the same place, leaders and team members need to go out of their way to engage, communicate, and build connections, just like they would in person.
Swift trust is a concept that involves assuming your teammate is competent, reliable, and of good character. This is common in remote settings or short-term projects where you don’t have time to build deeper relationships. This form of trust often remains transactional and surface-level unless further effort is made to deepen those relationships.
Happy employees usually lead to happy customers, no matter where work is happening. The way employees feel inside an organization directly affects how they treat customers, whether employees are working in an office or from home. If workers feel connected and cared for, they’re more likely to treat customers well.
In an office, great leaders can “work the room” and connect with employees face-to-face. When everyone works remotely, leaders have to become visible in new ways.
The number one indicator of trust in leadership is online availability. Seeing a manager’s green light online or receiving an answer to a question builds confidence that leadership is engaged and supportive. This digital presence is similar to an office’s “open door” policy, as it allows employees to reach out and get help even when they are not in the same location.
“Followership” is the idea that employees want to be led by someone they trust and respect. This is possible in remote work when companies are willing to invest in teams mastering skills like communicating through video calls, chat platforms, and social media-style updates.
When employees are scattered around the world, they still need to feel like they’re part of the team. Regular video calls to celebrate successes, check in on well-being, or just have fun keep morale high.
Plus, Shep and Tim talk about what is causing the “attention battle” in teams and how to win it effectively. Tune in!
Quotes:
“The more leaders can authentically engage in digital channels and share more of themselves on a personal level, the more employees will feel they are sincere and genuinely reaching out. It’s the closest thing to human touch we can find in a remote setting.”
“You have to become an influencer to your own employee base. That means sharing what you’re doing, your insights, and your challenges so employees working from home know what their leader is doing and why.”
About:
Dr. Tim Currie is a leadership expert who has personally generated over $100 million in revenue and guided teams to more than $1 billion. He is the author of Swift Trust: Mastering Relationships in the Remote Work Revolution.
Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio .
Top 5 Customer Service & CX Articles for Week of August 11, 2025
Each week, I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comments about each article and would like to hear what you think too.
How Verizon Is Tapping AI to Drive Customer Experience Innovation by Judy Mottl
(Retail Customer Experience) Verizon has unveiled its most significant customer experience transformation involving every customer channel – from retail stores to its app to its online storefront and within its phone-based customer service.
My Comment: We kick off this week’s Top Five roundup with an article about Verizon’s focus on customer experience. I always enjoy learning what large brands are doing to focus on their customers. Brian Higgins, Verizon’s Chief Customer Experience Officer, talks about personalization, proactive service, and how they are using AI for customer support, without replacing live agents. It’s about removing “heavy cognitive load” so humans can work better, smarter, and more efficiently.
How to Win Customer Loyalty in Unprecedented Times by Christopher Cubba
(Total Retail) Shoppers aren’t just tightening their wallets; they’re rethinking what loyalty really means. Loyalty isn’t dead, but traditional programs alone are no longer enough to keep shoppers engaged.
My Comment: Tariffs, inflation, and economic uncertainty are creating unrest in almost every industry, not just retail. Customers are increasingly sensitive to price, including loyal customers. The author shares several ways to help keep your customers coming back, even in uncertain times.
US Senators Propose Bill to Mandate the Right to Human Customer Service by Charlie Mitchell
(CX Today) Two US senators have proposed a bill that forces contact center agents to immediately disclose their location and/or whether they’re AI. The bill would then make the agent, human or AI, transfer the contact to a US-based call center if the customer requests it.
My Comment: Last week, I included an article where Sam Altman, CEO of OpenAI (ChatGPT), predicted the end of customer support centers. Others mentioned in the article weren’t in alignment with Altman. This article shares that two U.S. senators are proposing a bill, the “Keep Call Centers in America Act of 2025,” that gives customers the right to talk to a live agent. By the way, I’m not in alignment with Altman’s prediction either. Yes, AI will change the way we do business, but I think it’s too early to start closing up the customer support center.
Shoppers Sick of Service With a Shrug by Instore Magazine
(Instore Magazine) When it comes to providing satisfactory customer service, retailers and other businesses appear to be losing the battle. Nearly half of U.S. shoppers say customer service provided by businesses is getting worse the latest GoDaddy Consumer Pulse survey found that Gen Z and Millennials are more upbeat than their parents’ generations about their level of customer satisfaction.
My Comment: This article includes findings from a GoDaddy survey, claiming that customer service is declining. 42% of customers feel that customer service isn’t what it used to be, versus 20% who feel that service has improved. And the differences between older and younger generations is interesting. Not all customers are the same. If you have read my customer service and CX research, then you know I love looking at this type of information. The numbers tell a story, one that will help learn to better serve our customers.
This Is the Polite Way Restaurants Tell You That You’re Being a Jerk by Seth Gerber
(Food & Wine) Regardless of the ongoing hardship in the restaurant industry, the public still demands chipper and prompt service from people like me. The phrase, “not as good as before the pandemic” appears frequently in online reviews, as if all it takes is to simply pick ourselves up, shake it off, and get right back to work.
My Comment: I’ve often written and preached that the customer is NOT always right . And sometimes, based on certain behaviors, some customers aren’t worth doing business with . I love articles that focus on hospitality in the restaurant world. Any business can learn to adopt a hospitality mentality. This article includes some tips on how to handle rude and difficult customers.
BONUS
Want to Foster Knowledge Sharing Between Your Agents? by Megan Jones
(Call Centre Helper) Fostering collaboration and knowledge sharing is more than a nice-to-have!It’s a necessity, empowering agents to work smarter, not harder, while improving morale, performance, and customer satisfaction.
My Comment: Our friends at Call Centre Helper have just published another excellent article for the contact center world. Megan Jones interviewed several customer service experts (myself included) and compiled a list of excellent answers to the question: How do you share knowledge between customer support agents?
Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops. Connect with Shep on LinkedIn.
How Verizon Is Tapping AI to Drive Customer Experience Innovation by Judy Mottl
(Retail Customer Experience) Verizon has unveiled its most significant customer experience transformation involving every customer channel – from retail stores to its app to its online storefront and within its phone-based customer service.
My Comment: We kick off this week’s Top Five roundup with an article about Verizon’s focus on customer experience. I always enjoy learning what large brands are doing to focus on their customers. Brian Higgins, Verizon’s Chief Customer Experience Officer, talks about personalization, proactive service, and how they are using AI for customer support, without replacing live agents. It’s about removing “heavy cognitive load” so humans can work better, smarter, and more efficiently.
How to Win Customer Loyalty in Unprecedented Times by Christopher Cubba
(Total Retail) Shoppers aren’t just tightening their wallets; they’re rethinking what loyalty really means. Loyalty isn’t dead, but traditional programs alone are no longer enough to keep shoppers engaged.
My Comment: Tariffs, inflation, and economic uncertainty are creating unrest in almost every industry, not just retail. Customers are increasingly sensitive to price, including loyal customers. The author shares several ways to help keep your customers coming back, even in uncertain times.
US Senators Propose Bill to Mandate the Right to Human Customer Service by Charlie Mitchell
(CX Today) Two US senators have proposed a bill that forces contact center agents to immediately disclose their location and/or whether they’re AI. The bill would then make the agent, human or AI, transfer the contact to a US-based call center if the customer requests it.
My Comment: Last week, I included an article where Sam Altman, CEO of OpenAI (ChatGPT), predicted the end of customer support centers. Others mentioned in the article weren’t in alignment with Altman. This article shares that two U.S. senators are proposing a bill, the “Keep Call Centers in America Act of 2025,” that gives customers the right to talk to a live agent. By the way, I’m not in alignment with Altman’s prediction either. Yes, AI will change the way we do business, but I think it’s too early to start closing up the customer support center.
Shoppers Sick of Service With a Shrug by Instore Magazine
(Instore Magazine) When it comes to providing satisfactory customer service, retailers and other businesses appear to be losing the battle. Nearly half of U.S. shoppers say customer service provided by businesses is getting worse the latest GoDaddy Consumer Pulse survey found that Gen Z and Millennials are more upbeat than their parents’ generations about their level of customer satisfaction.
My Comment: This article includes findings from a GoDaddy survey, claiming that customer service is declining. 42% of customers feel that customer service isn’t what it used to be, versus 20% who feel that service has improved. And the differences between older and younger generations is interesting. Not all customers are the same. If you have read my customer service and CX research, then you know I love looking at this type of information. The numbers tell a story, one that will help learn to better serve our customers.
This Is the Polite Way Restaurants Tell You That You’re Being a Jerk by Seth Gerber
(Food & Wine) Regardless of the ongoing hardship in the restaurant industry, the public still demands chipper and prompt service from people like me. The phrase, “not as good as before the pandemic” appears frequently in online reviews, as if all it takes is to simply pick ourselves up, shake it off, and get right back to work.
My Comment: I’ve often written and preached that the customer is NOT always right . And sometimes, based on certain behaviors, some customers aren’t worth doing business with . I love articles that focus on hospitality in the restaurant world. Any business can learn to adopt a hospitality mentality. This article includes some tips on how to handle rude and difficult customers.
BONUS
Want to Foster Knowledge Sharing Between Your Agents? by Megan Jones
(Call Centre Helper) Fostering collaboration and knowledge sharing is more than a nice-to-have!It’s a necessity, empowering agents to work smarter, not harder, while improving morale, performance, and customer satisfaction.
My Comment: Our friends at Call Centre Helper have just published another excellent article for the contact center world. Megan Jones interviewed several customer service experts (myself included) and compiled a list of excellent answers to the question: How do you share knowledge between customer support agents?
Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops. Connect with Shep on LinkedIn.
August 5, 2025
When a CEO Picks Up the Phone: How Jeff Bezos and Bill Gates Learn About Customer Experience
Jeff Bezos, the former CEO of Amazon, shared a fascinating leadership story on the Lex Fridman Podcast about how he wanted to ensure his customers received the best customer experience. In Amazon’s early days, Bezos noticed a discrepancy between the “wait times” the customer support department was reporting and the feedback customers shared. The support team reported wait times of less than 60 seconds, but customers told a different story. Instead of asking for more data, Bezos took matters into his own hands. He picked up the phone during a meeting with the leadership team and called Amazon’s customer service number himself. The result was a 10-minute wait!
That one phone call did more than just expose a problem. It demonstrated the kind of leadership that sets the tone for others to follow. When the CEO is willing to experience what customers experience, it sends a clear message: customer service and CX are more than a department or a strategy. They are everyone’s responsibility.
When leaders get out of their offices
This story illustrates the importance of leaders getting out of their offices and experiencing what’s happening in the field or on the front line. Reading reports and analyzing data are part of the job. But when it comes to customer experience, nothing beats getting firsthand information.
Bezos, in effect, mystery shopped his company, pretending to be a customer. What he was really doing was trying to get to the truth. Sometimes the truth can be experienced directly, or it can be observed.
For example, as I wrote about in my book I’ll Be Back: How to Get Customers To Come Back Again and Again , Bill Gates, the founder of Microsoft, visited the company’s product support center and talked to customers. He sat down at a desk in a cubicle, put on a headset, picked up the phone and said, “Hello, this is Microsoft Product Support, William speaking. How can I help you?”
The beauty of these simple strategies, which provide firsthand information about what customers are experiencing, what they’re asking or what they’re complaining about, is that, for the cost of a little time and effort, they’re incredibly revealing. You don’t need surveys. You need to be willing to see your company through your customers’ eyes.
One other thought about what Bezos and Gates did. They didn’t keep their efforts a secret. When your team sees you personally calling your company or taking customer support calls, they understand that customer service and CX are a priority that starts at the top.
So, take a page from the Jeff Bezos and Bill Gates playbooks. Pick up the phone. Visit a store. Experience your website. Spend time on the front line. Experience and learn about your business as your customer would. You might be surprised by what you discover, and your customers are sure to appreciate the changes that follow.
Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com . Connect with Shep on LinkedIn .
August 4, 2025
How to Operationalize Customer Centricity with Dr. Jeff Dahms
This episode of
Amazing Business Radio with Shep Hyken
answers the following questions and more:
How does data-driven decision-making improve customer service?
Why is it important to understand the reasons behind customer decisions and behavior?
How can organizations effectively gather and utilize customer feedback to improve service?
How can businesses identify gaps in the customer journey using research and analytics?
What is the “cycle of success” framework in customer experience management?
Top Takeaways
When making decisions for your business, relying on gut feeling may not be reliable. Having data about your customers’ behavior and collecting their feedback gives you better odds of providing the best experience for them.
Improving customer experience is a continuous cycle. You start by collecting feedback from customers, then turn it into helpful data for your business. After that, share the information with your employees so they can better serve customers, and then look for new feedback from your customers about their experience to continue improving.
Smart leaders and managers know how to choose quality over quantity when it comes to data. When you are collecting huge amounts of information, use the pieces that help you make better decisions or solve a particular problem.
Traditional surveys can give you some feedback, but they don’t always tell the whole story. Not everyone will respond, and sometimes you only hear from people who either really love or really dislike your service. To gain more accurate insights, consider combining surveys with other methods, such as interviews or external research.
Collecting feedback is great, but it’s only helpful when the employees who work directly with your customers understand and know how to use it. Break down complex data into simple, actionable ideas. This could mean additional training, clearer instructions, or helpful tips to manage challenging situations.
Good research starts with good questions. Before collecting feedback, it’s better to understand the specific problem or question you’re trying to solve. When you define exactly what you need to know and why, it helps you choose the best research methods that will give you the most useful results.
Great customer experiences start with a positive environment for your employees. Make sure your team has the tools, training, and support they need to do their jobs well. When employees feel valued and know how to help customers, service improves for everyone.
Plus, Shep and Jeff discuss why it is important to learn from customers, even the ones who have already left. Tune in!
Quotes:
“Do you know why your customers are making the decisions that they make? Understanding the ‘why’ behind customer choices is important if you want to operationalize a customer-centric philosophy in your daily business.”
“Collecting customer feedback is a never-ending cycle. Because as you make changes, customers are going to give you feedback again on how those changes impact them.”
“Research is a support function. It exists to help businesses move forward and provide better experiences for their customers.”
About:
Dr. Jeff Dahms is the data-driven Director of Customer Experience & Insights at Physicians Mutual, where he helps businesses leverage information to improve processes and customer outcomes.
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 data-driven decision-making improve customer service?
Why is it important to understand the reasons behind customer decisions and behavior?
How can organizations effectively gather and utilize customer feedback to improve service?
How can businesses identify gaps in the customer journey using research and analytics?
What is the “cycle of success” framework in customer experience management?
Top Takeaways
When making decisions for your business, relying on gut feeling may not be reliable. Having data about your customers’ behavior and collecting their feedback gives you better odds of providing the best experience for them.
Improving customer experience is a continuous cycle. You start by collecting feedback from customers, then turn it into helpful data for your business. After that, share the information with your employees so they can better serve customers, and then look for new feedback from your customers about their experience to continue improving.
Smart leaders and managers know how to choose quality over quantity when it comes to data. When you are collecting huge amounts of information, use the pieces that help you make better decisions or solve a particular problem.
Traditional surveys can give you some feedback, but they don’t always tell the whole story. Not everyone will respond, and sometimes you only hear from people who either really love or really dislike your service. To gain more accurate insights, consider combining surveys with other methods, such as interviews or external research.
Collecting feedback is great, but it’s only helpful when the employees who work directly with your customers understand and know how to use it. Break down complex data into simple, actionable ideas. This could mean additional training, clearer instructions, or helpful tips to manage challenging situations.
Good research starts with good questions. Before collecting feedback, it’s better to understand the specific problem or question you’re trying to solve. When you define exactly what you need to know and why, it helps you choose the best research methods that will give you the most useful results.
Great customer experiences start with a positive environment for your employees. Make sure your team has the tools, training, and support they need to do their jobs well. When employees feel valued and know how to help customers, service improves for everyone.
Plus, Shep and Jeff discuss why it is important to learn from customers, even the ones who have already left. Tune in!
Quotes:
“Do you know why your customers are making the decisions that they make? Understanding the ‘why’ behind customer choices is important if you want to operationalize a customer-centric philosophy in your daily business.”
“Collecting customer feedback is a never-ending cycle. Because as you make changes, customers are going to give you feedback again on how those changes impact them.”
“Research is a support function. It exists to help businesses move forward and provide better experiences for their customers.”
About:
Dr. Jeff Dahms is the data-driven Director of Customer Experience & Insights at Physicians Mutual, where he helps businesses leverage information to improve processes and customer outcomes.
Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio .
Top 5 Customer Service & CX Articles for Week of August 4, 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 Customer Satisfaction Surveys Went from Helpful to ‘Intrusive’ by Brent Jabbour and Simone Del Rosario
(Straight Arrow News) Roughly 25% of customers said they’ve stopped doing business with a company because it either sent too many surveys or the survey was too long.
My Comment: We open this week’s Top Five roundup with an article about surveys. Yes, I shared some commentary, and yes, my customer service research, but this article also features excellent commentary on satisfaction surveys. And, drum roll… Fred Reichheld, the grandfather of the Net Promoter Score (NPS), shares his take on surveys. If you’re interested in the benefits and concerns about customer satisfaction surveys, you will love this article.
What Prime Day 2025 Reveals About Shipping, Returns and Customer Expectations by Greg Kihlstrom
(CMSWire) Free shipping, easy returns and Buy with Prime drove record sales for Prime Day 2025. DTC brands must now meet these CX benchmarks year-round.
My Comment: Amazon Prime Day – actually four days – is over. What can we learn from Amazon’s big sale? Quite a bit! If you want to learn what motivates people to do business with you, especially if you sell to consumers, then this is an essential article to read. Learn from one of the top (if not the top) online retailers on the planet.
“Totally, Totally Gone”: OpenAI CEO Sam Altman Predicts the End of Human Customer Service by Charlie Mitchell
(CX Today) Sam Altman, CEO of OpenAI, has warned of a future where AI will eliminate entire job categories, including customer support.
My Comment: Sam Altman, CEO of OpenAI (ChatGPT), made a bold prediction: In the future, AI will, as the title of this article indicates, will eliminate live customer support. He goes on to state that new jobs will open up, so it’s not all gloom and doom. However, read the last part of the article, where other experts offer a rosier picture of the future of live customer service/support.
How to Avoid the Customer Experience Cliff by Jennifer Lee
(CRM) In the race to modernize customer service, many companies are sprinting toward automation and AI with great urgency. But companies that go too far in that direction at the expense of the human side of customer service risk tumbling off what I call the Customer Experience Cliff—the point where automation displaces so many human roles that the quality of the customer experience takes a nosedive.
My Comment: The “Cliff” in this article refers to the point at which companies overuse technology, eliminating human-to-human interactions. I’ve always preached the importance of finding a balance. The mistake companies make is that, as the article points out, “when efficiency becomes the sole metric that counts, something essential is lost.” The point is, you don’t want to “go over the cliff.”
9 Essential Steps to CX Maturity by Melanie Mingas
(CX Network) Customer experience (CX) maturity is the road to customer centricity. It is the result of delivering a finely-tuned organization-wide CX strategy that considers customer and company needs to deliver measurable benefits and real results, including financial results.
My Comment: Wrapping up this week’s Top Five roundup, here’s an article that breaks down nine practical steps to help any company level up its customer experience. It’s not about big budgets. It’s about leadership, alignment, and putting CX at the center of your culture. If you’re serious about creating a customer-first organization, read this article.
Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops. Connect with Shep on LinkedIn.
How Customer Satisfaction Surveys Went from Helpful to ‘Intrusive’ by Brent Jabbour and Simone Del Rosario
(Straight Arrow News) Roughly 25% of customers said they’ve stopped doing business with a company because it either sent too many surveys or the survey was too long.
My Comment: We open this week’s Top Five roundup with an article about surveys. Yes, I shared some commentary, and yes, my customer service research, but this article also features excellent commentary on satisfaction surveys. And, drum roll… Fred Reichheld, the grandfather of the Net Promoter Score (NPS), shares his take on surveys. If you’re interested in the benefits and concerns about customer satisfaction surveys, you will love this article.
What Prime Day 2025 Reveals About Shipping, Returns and Customer Expectations by Greg Kihlstrom
(CMSWire) Free shipping, easy returns and Buy with Prime drove record sales for Prime Day 2025. DTC brands must now meet these CX benchmarks year-round.
My Comment: Amazon Prime Day – actually four days – is over. What can we learn from Amazon’s big sale? Quite a bit! If you want to learn what motivates people to do business with you, especially if you sell to consumers, then this is an essential article to read. Learn from one of the top (if not the top) online retailers on the planet.
“Totally, Totally Gone”: OpenAI CEO Sam Altman Predicts the End of Human Customer Service by Charlie Mitchell
(CX Today) Sam Altman, CEO of OpenAI, has warned of a future where AI will eliminate entire job categories, including customer support.
My Comment: Sam Altman, CEO of OpenAI (ChatGPT), made a bold prediction: In the future, AI will, as the title of this article indicates, will eliminate live customer support. He goes on to state that new jobs will open up, so it’s not all gloom and doom. However, read the last part of the article, where other experts offer a rosier picture of the future of live customer service/support.
How to Avoid the Customer Experience Cliff by Jennifer Lee
(CRM) In the race to modernize customer service, many companies are sprinting toward automation and AI with great urgency. But companies that go too far in that direction at the expense of the human side of customer service risk tumbling off what I call the Customer Experience Cliff—the point where automation displaces so many human roles that the quality of the customer experience takes a nosedive.
My Comment: The “Cliff” in this article refers to the point at which companies overuse technology, eliminating human-to-human interactions. I’ve always preached the importance of finding a balance. The mistake companies make is that, as the article points out, “when efficiency becomes the sole metric that counts, something essential is lost.” The point is, you don’t want to “go over the cliff.”
9 Essential Steps to CX Maturity by Melanie Mingas
(CX Network) Customer experience (CX) maturity is the road to customer centricity. It is the result of delivering a finely-tuned organization-wide CX strategy that considers customer and company needs to deliver measurable benefits and real results, including financial results.
My Comment: Wrapping up this week’s Top Five roundup, here’s an article that breaks down nine practical steps to help any company level up its customer experience. It’s not about big budgets. It’s about leadership, alignment, and putting CX at the center of your culture. If you’re serious about creating a customer-first organization, read this article.
Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops. Connect with Shep on LinkedIn.
July 29, 2025
The Trust You Build Today Makes Solving Tomorrow’s Complaints Easier
When you have your customer’s confidence, the opportunity to create an excellent customer experience dramatically improves. That confidence comes from consistency. The customer knows what to expect, even if any problems or issues arise. They know you’ll take care of them. This is a follow-up to my article that covered the Customer Service Recovery Paradox, in which a customer’s perception of the company is higher after a problem or complaint is resolved than if the problem had never happened at all. One of our subscribers, Sean Crichton-Browne of Market Culture, shared a great comment. The short version is that when you have the customer’s confidence, especially in potentially tenuous situations, customers work with you rather than against you.
Sean’s insight is spot-on and worth diving into further. Think about the last time you had a problem with a company you trusted versus one that you didn’t. By the way, that lack of trust could be because you haven’t yet experienced how they handle a problem, not because of any inconsistencies or problems in the past. With the trusted company, you most likely approached the conversation differently. You were more patient as you explained the situation, and you were more open to their suggestions and solutions.
Contrast that with a company you don’t yet trust. You go into the conversation with your guard up, wondering if you’ll get the response and answers you hope for. You may even be prepared to fight for what you believe is right.
When customers trust you, they:
Give you the benefit of the doubt when mistakes happen.
Share more information about what went wrong, making it easier to fix.
Accept reasonable solutions rather than demanding unrealistic ones.
Remain calm and respectful, making it much easier to help them without having to first de-escalate the customer’s anger.
As mentioned, and worth mentioning again, confidence comes from consistency. Even if the customer has only done business with you once or twice, it can be earned through all of the positive touchpoints of those interactions. Every interaction, big or small, builds confidence. Every time you answer the phone, return a call promptly, respond to email quickly, keep your promises, and more, you’re building trust. When something does go wrong, not if something goes wrong, you will have those past interactions working for you.
Yes, we need to react to complaints and problems when they happen, but remember that your ability to resolve those issues successfully may have been determined long before the problem ever occurred. It’s determined by how you treat customers and manage every interaction, the small ones and the big ones. Every touchpoint is an opportunity to build the confidence that will make future problems easier to resolve. When you have their trust, customers work with you rather than against you.
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 .
