Shep Hyken's Blog, page 7
May 26, 2025
Building Brand Reputation Through Customer Experience with Ray Titus
This episode of
Amazing Business Radio with Shep Hyken
answers the following questions and more:
How can businesses maintain consistent customer service across different industries?
How does staff training influence customer satisfaction?
How does community involvement enhance customer loyalty?
Can one employee’s actions shape the reputation of an entire franchise network?
How does embracing technological change improve customer experience?
Top Takeaways
Different types of businesses may require different standards when it comes to their products and procedures. However, customer experience standards like being easy to do business with and maintaining excellent customer communication can be applied to any industry.
Delivering a consistent level of service helps customers know what to expect, no matter which location or brand they visit. It’s this consistency that builds trust and a strong reputation over time.
Every business and leader must be receptive to change, whether it is new technology, rising customer expectations, or new regulations. Companies need to keep learning and adapting to thrive.
Every employee, from new hires to experienced managers, represents the entire brand and all its locations the second they interact with a customer. Every person in the company must be trained and equipped to be the “CEO of the Moment” because a single moment can make or break the brand’s reputation.
Becoming involved in the local community allows brands to stand out and build loyalty. This could mean supporting Little League teams, participating in school events, or helping with local charities. Customers appreciate it when brands support the causes that they care about. When a brand becomes “the most popular person in town,” people will go out of their way to support it.
Training isn’t something you did. It’s something you do continuously and consistently. It isn’t just about teaching people how to do their jobs. It’s about sharing company values, customer service best practices, and keeping up to date with the standards for each type of business.
Examine every touchpoint in a customer’s journey and try to make it the best in the world. Businesses can set themselves apart by making little improvements in each interaction that add up to an unforgettable experience for customers.
Plus, Shep and Ray talk about Will Guidara’s concept of “unreasonable hospitality” that can be applied to all businesses, in every industry. Tune in!
Quotes:
“Your employees must understand that what they say and do impacts others. When they interact with a customer, they represent not just themselves but the entire organization’s reputation.”
“Every type of business may have different standards for things like cleanliness or operations, but customer experience standards remain the same. Greeting customers well, responding quickly, and maintaining consistent service are basics that never change.”
“Embrace change. Find the balance between the old school tactics that always worked for you and the new strategies that will serve you in the future.”
About:
Ray Titus is the CEO of United Franchise Group (UFG), a global leader in franchising. UFG and its affiliated brands currently have a presence in over 80 countries, with a network of over 1,800 franchise locations worldwide.
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 maintain consistent customer service across different industries?
How does staff training influence customer satisfaction?
How does community involvement enhance customer loyalty?
Can one employee’s actions shape the reputation of an entire franchise network?
How does embracing technological change improve customer experience?
Top Takeaways
Different types of businesses may require different standards when it comes to their products and procedures. However, customer experience standards like being easy to do business with and maintaining excellent customer communication can be applied to any industry.
Delivering a consistent level of service helps customers know what to expect, no matter which location or brand they visit. It’s this consistency that builds trust and a strong reputation over time.
Every business and leader must be receptive to change, whether it is new technology, rising customer expectations, or new regulations. Companies need to keep learning and adapting to thrive.
Every employee, from new hires to experienced managers, represents the entire brand and all its locations the second they interact with a customer. Every person in the company must be trained and equipped to be the “CEO of the Moment” because a single moment can make or break the brand’s reputation.
Becoming involved in the local community allows brands to stand out and build loyalty. This could mean supporting Little League teams, participating in school events, or helping with local charities. Customers appreciate it when brands support the causes that they care about. When a brand becomes “the most popular person in town,” people will go out of their way to support it.
Training isn’t something you did. It’s something you do continuously and consistently. It isn’t just about teaching people how to do their jobs. It’s about sharing company values, customer service best practices, and keeping up to date with the standards for each type of business.
Examine every touchpoint in a customer’s journey and try to make it the best in the world. Businesses can set themselves apart by making little improvements in each interaction that add up to an unforgettable experience for customers.
Plus, Shep and Ray talk about Will Guidara’s concept of “unreasonable hospitality” that can be applied to all businesses, in every industry. Tune in!
Quotes:
“Your employees must understand that what they say and do impacts others. When they interact with a customer, they represent not just themselves but the entire organization’s reputation.”
“Every type of business may have different standards for things like cleanliness or operations, but customer experience standards remain the same. Greeting customers well, responding quickly, and maintaining consistent service are basics that never change.”
“Embrace change. Find the balance between the old school tactics that always worked for you and the new strategies that will serve you in the future.”
About:
Ray Titus is the CEO of United Franchise Group (UFG), a global leader in franchising. UFG and its affiliated brands currently have a presence in over 80 countries, with a network of over 1,800 franchise locations worldwide.
Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio .
Published on May 26, 2025 23:00
Top 5 Customer Service & CX Articles for Week of May 26, 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.
Three-Quarters of Customers Would Pay More for a Premium Experience by Lauren Braun
(Qualtrics) The majority of US consumers (72%) say they would pay more for a premium experience when doing business with a company, according to new data from Qualtrics XM Institute. In particular, consumers are most willing (84%) to pay for a better experience when flying. Meanwhile, 61% are willing to pay more when visiting a primary care provider, and 68% for better customer service.
My Comment: Would you pay more if you knew you would receive a great customer service experience? According to a Qualtrics survey, the answer is yes. (The findings align with my customer service and CX research.) There are specific examples of what customers are willing to pay more for. For example, 84% of customers would pay for a better airline experience. And age makes a difference. The younger generation is willing to pay more than the older generation.
AI in Customer Service by Matthew Finio and Amanda Downie
(IBM) Artificial intelligence (AI) in customer service refers to the use of technologies like AI and automation to streamline support, quickly assist customers and personalize interactions while minimizing the need for human involvement.
My Comment: About 12 years ago, I attended the IBM Watson conference in Las Vegas and was introduced to AI and its capabilities. The advances in just over ten years are nothing short of remarkable. While this article may be basic for some of our readers, if anyone can explain how AI works in customer service, it’s IBM.
How Creators Influence Every Stage of the Customer Journey by Davide Demarchi
(The Olympian) Influencers aren’t just fueling impulse buys, they’re shaping how people discover, evaluate, commit to, and stay loyal to brands, CreatorDB notes. Their influence is emotional, ongoing, and deeply integrated into digital behavior.
My Comment: This article falls under the category of influencer marketing. Done well, customers feel great about the products they buy. There’s plenty of detail about the modern customers’ buying process. If part of your CX strategy includes influencers, this is a must-read article.
3 Customer Service Trends to Follow for Better Brand Reputation by Joanna Clark-Simpson
(CX Network) Brand reputation is hard-earned, but make no mistake, businesses that rest on their laurels and fail to focus on customer service will see it fade faster than it took to build it up. Brand reputation management hinges on knowing customer expectations and taking action. Keeping a finger on the pulse of customer service trends in 2025 is crucial to serving your market’s needs and making sure your customer service is prepared to deliver them.
My Comment: How a company manages complaints, problems, and even simple questions or requests can make or break its reputation. This short article emphasizes three important areas: responding properly, using the customer’s preferred communication channel, and taking initiative (so you don’t waste your customer’s time).
The Loyalty Program Boomerang: When Rewards Drive Customers Away by Dennis Armbruster
(CMSWire) Think your loyalty perks build trust? Research shows they can actually accelerate churn when expectations aren’t met.
My Comment: A good customer loyalty program at a minimum, should drive repeat business, but it doesn’t always create loyalty. I’ve written numerous articles on customer loyalty, and the point is that most programs are more about discounts and perks. The author’s research finds that customers who join loyalty programs hold the company to higher standards, and churn can increase if their expectations aren’t met.
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.
Three-Quarters of Customers Would Pay More for a Premium Experience by Lauren Braun
(Qualtrics) The majority of US consumers (72%) say they would pay more for a premium experience when doing business with a company, according to new data from Qualtrics XM Institute. In particular, consumers are most willing (84%) to pay for a better experience when flying. Meanwhile, 61% are willing to pay more when visiting a primary care provider, and 68% for better customer service.
My Comment: Would you pay more if you knew you would receive a great customer service experience? According to a Qualtrics survey, the answer is yes. (The findings align with my customer service and CX research.) There are specific examples of what customers are willing to pay more for. For example, 84% of customers would pay for a better airline experience. And age makes a difference. The younger generation is willing to pay more than the older generation.
AI in Customer Service by Matthew Finio and Amanda Downie
(IBM) Artificial intelligence (AI) in customer service refers to the use of technologies like AI and automation to streamline support, quickly assist customers and personalize interactions while minimizing the need for human involvement.
My Comment: About 12 years ago, I attended the IBM Watson conference in Las Vegas and was introduced to AI and its capabilities. The advances in just over ten years are nothing short of remarkable. While this article may be basic for some of our readers, if anyone can explain how AI works in customer service, it’s IBM.
How Creators Influence Every Stage of the Customer Journey by Davide Demarchi
(The Olympian) Influencers aren’t just fueling impulse buys, they’re shaping how people discover, evaluate, commit to, and stay loyal to brands, CreatorDB notes. Their influence is emotional, ongoing, and deeply integrated into digital behavior.
My Comment: This article falls under the category of influencer marketing. Done well, customers feel great about the products they buy. There’s plenty of detail about the modern customers’ buying process. If part of your CX strategy includes influencers, this is a must-read article.
3 Customer Service Trends to Follow for Better Brand Reputation by Joanna Clark-Simpson
(CX Network) Brand reputation is hard-earned, but make no mistake, businesses that rest on their laurels and fail to focus on customer service will see it fade faster than it took to build it up. Brand reputation management hinges on knowing customer expectations and taking action. Keeping a finger on the pulse of customer service trends in 2025 is crucial to serving your market’s needs and making sure your customer service is prepared to deliver them.
My Comment: How a company manages complaints, problems, and even simple questions or requests can make or break its reputation. This short article emphasizes three important areas: responding properly, using the customer’s preferred communication channel, and taking initiative (so you don’t waste your customer’s time).
The Loyalty Program Boomerang: When Rewards Drive Customers Away by Dennis Armbruster
(CMSWire) Think your loyalty perks build trust? Research shows they can actually accelerate churn when expectations aren’t met.
My Comment: A good customer loyalty program at a minimum, should drive repeat business, but it doesn’t always create loyalty. I’ve written numerous articles on customer loyalty, and the point is that most programs are more about discounts and perks. The author’s research finds that customers who join loyalty programs hold the company to higher standards, and churn can increase if their expectations aren’t met.
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.
Published on May 26, 2025 07:23
May 20, 2025
The Subtle WOW: How Doing the Expected Is Sometimes Surprising

Before we go further, I have always had concerns about organizations that attempt to WOW their customers at every interaction. It’s just impossible to do. The concept of WOW is often associated with going above and beyond what’s expected, so much so that the customer is “blown away” by the experience. The problem is that’s not always possible. That’s why I took it out of my vocabulary and started using the word amazing to describe what I think WOW really is all about, which is a consistent and predictable experience that ALWAYS meets, and only occasionally exceeds, the customer’s expectations. It’s easy to say, “The people at that company are amazing.” It’s a little clunky and awkward to say, “The people at that company are WOW.”
That’s why I loved what Stone said: “Wow is a surprise.” In other words, it’s not about every experience. It’s about the occasional opportunity to surprise a customer. It could be something big, such as handling an emergency situation in which employees go above and beyond. As I said earlier, you can’t count on that type of opportunity for every transaction, but what you can do is find little ways to surprise your customers. For example, if you return a call quickly, the customer might say, “Wow, that was fast!” That’s not an over-the-top or above-and-beyond experience, but it’s a small surprise.
With that in mind, let’s use the return phone call as an example. When you know people are often surprised and make comments like, “Wow, that was fast,” simply because you called them back quickly, don’t just say, “Thank you,” and feel good about the experience. Instead, operationalize the experience. In other words, make quickly returned calls part of your official process. Set a standard, such as all calls are to be returned within two hours (or whatever the appropriate length of time you feel is right for you).
With that as an example, what other interactions do you have with customers that need to be formally operationalized? Here are a few ideas to get your creative juices flowing:
All phone calls are to be answered within three rings.
A promise to only transfer a customer once, knowing you’ll get the customer to the right person the first time.
Proactive updates to inform customers before they reach out to you asking for information.
Following up after a resolution to make sure a customer is still happy.
Acknowledging customer milestones, such as congratulating them on their 10th order with you, their birthday, etc.
None of these ideas are above-and-beyond types of WOW experiences, but they will cause a customer to notice. Use these examples to help you get creative about finding other simple or small WOWs you can operationalize and make part of the customer’s regular experience when they do business with 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 .
Published on May 20, 2025 23:00
What Customers Really Expect from Brands with Kenji Hayward
This episode of
Amazing Business Radio with Shep Hyken
answers the following questions and more:
What are the top expectations customers have from brands?
What role does AI play in enhancing customer interactions and support?
How many bad experiences does it take before a customer stops doing business with a company?
Why is it important for companies to use their products?
Is there a difference between how businesses and customers perceive good response times?
Top Takeaways
Be a customer of your own business. One of the best ways to understand and improve a product is by using it yourself. When team members, including managers and leaders, act as customers, they feel what real customers experience, both the good and the bad.
The State of Service Expectations by Front found that it only takes three bad experiences before 59% of customers decide to leave and find a different company to do business with. This leaves almost half of the customers who leave after 2 or even 1 negative experience from your brand. This means every interaction counts.
The very first interaction can set the tone for their whole experience. Many companies are now using AI to handle their first contact, so it must be friendly, fast, and accurate.
Transparency is essential in building trust. Companies using AI or chatbots should always be upfront with customers. People appreciate being told whether they are chatting with a human or a digital assistant, and that when the technology isn’t working, there is an easy way to reach a real person.
Many customers (39%) like it when companies remember their preferences or past purchases and use that information to offer better service. However, some customers (57%) also worry about how much personal data is shared with AI or other technology. Finding the right balance between personalization and privacy is important so customers can feel comfortable and safe with how their information is being used.
Customers want an amazing experience, even if it costs extra. The State of Service Expectations found that 60% of customers would be willing to pay more for faster response times. Our customer service and experience research echoes this, where 59% of customers say customer service is more important than price.
AI has gotten much better, faster, and cheaper in the last few years. It’s easy to get caught up in the latest technology or the fanciest software. But no matter how advanced your tech is, it won’t matter if you don’t have the foundations of good customer service, like empathy, transparency, speed, and convenience.
Plus, Shep and Kenji discuss how much customers are willing to wait for email, chat, or phone responses before they start to lose patience with your brand. Tune in!
Quotes:
“Bad experiences can turn the customer off and make you lose their loyalty. In this day and age, where customers have many options on brands they want to work with, the role of customer support teams has become really amplified.”
“There’s a clear difference between what customers expect in terms of response times versus what businesses think are good response times. Customers are expecting better and faster service than most companies realize.”
“If you’ve built an experience you’re proud of, you can monetize that, and customers are willing to pay for it.”
“You can have the fanciest tool, but if you don’t have the basic foundation of good customer experience, it’s just lipstick on a pig.”
About:
Kenji Hayward is the Senior Director of Customer Support at Front. He is a customer experience and AI innovator. You can follow his newsletter on customer support and technology, Top Tier Support.
Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio .
What are the top expectations customers have from brands?
What role does AI play in enhancing customer interactions and support?
How many bad experiences does it take before a customer stops doing business with a company?
Why is it important for companies to use their products?
Is there a difference between how businesses and customers perceive good response times?
Top Takeaways
Be a customer of your own business. One of the best ways to understand and improve a product is by using it yourself. When team members, including managers and leaders, act as customers, they feel what real customers experience, both the good and the bad.
The State of Service Expectations by Front found that it only takes three bad experiences before 59% of customers decide to leave and find a different company to do business with. This leaves almost half of the customers who leave after 2 or even 1 negative experience from your brand. This means every interaction counts.
The very first interaction can set the tone for their whole experience. Many companies are now using AI to handle their first contact, so it must be friendly, fast, and accurate.
Transparency is essential in building trust. Companies using AI or chatbots should always be upfront with customers. People appreciate being told whether they are chatting with a human or a digital assistant, and that when the technology isn’t working, there is an easy way to reach a real person.
Many customers (39%) like it when companies remember their preferences or past purchases and use that information to offer better service. However, some customers (57%) also worry about how much personal data is shared with AI or other technology. Finding the right balance between personalization and privacy is important so customers can feel comfortable and safe with how their information is being used.
Customers want an amazing experience, even if it costs extra. The State of Service Expectations found that 60% of customers would be willing to pay more for faster response times. Our customer service and experience research echoes this, where 59% of customers say customer service is more important than price.
AI has gotten much better, faster, and cheaper in the last few years. It’s easy to get caught up in the latest technology or the fanciest software. But no matter how advanced your tech is, it won’t matter if you don’t have the foundations of good customer service, like empathy, transparency, speed, and convenience.
Plus, Shep and Kenji discuss how much customers are willing to wait for email, chat, or phone responses before they start to lose patience with your brand. Tune in!
Quotes:
“Bad experiences can turn the customer off and make you lose their loyalty. In this day and age, where customers have many options on brands they want to work with, the role of customer support teams has become really amplified.”
“There’s a clear difference between what customers expect in terms of response times versus what businesses think are good response times. Customers are expecting better and faster service than most companies realize.”
“If you’ve built an experience you’re proud of, you can monetize that, and customers are willing to pay for it.”
“You can have the fanciest tool, but if you don’t have the basic foundation of good customer experience, it’s just lipstick on a pig.”
About:
Kenji Hayward is the Senior Director of Customer Support at Front. He is a customer experience and AI innovator. You can follow his newsletter on customer support and technology, Top Tier Support.
Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio .
Published on May 20, 2025 03:39
May 19, 2025
Top 5 Customer Service & CX Articles for Week of May 19, 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.
Removing Barriers: How Rigid Rules Can Damage Customer Relationships by Ryan Minton
(Forbes) In today’s experience-driven economy, rigid policies can be a competitive disadvantage. I believe the organizations that thrive will be those that empower their people to operate confidently in the gray area—where authentic human connection happens and customer loyalty is born.
My Comment: We kick of this week’s Top Five article with a reminder that it can be dangerous to have strict rules and policies that can erode the customer experience. The author’s background is in hotel management. He gets what it takes to make customers happy. His comment that exceptional service happens in the “gray area” is spot on.
Can Contact Centers Move From Cost Centers to Experience Hubs? by Scott Clark
(CMSWire) Many say yes. Brands are reinventing the contact center—from reactive support desks to loyalty-building experience hubs with emotionally intelligent agents.
My Comment: Whether you have a customer support team of one or ten thousand (or more), this article drives home the message that customer support becomes an experience shouldn’t cost. It should pay. Smart companies recognize that customer support should be measured with more than efficiency metrics (such as Average Handle Time). The experience and outcome of a call can drive repeat business, positive word-of-mouth, and confidence that can lead to customer loyalty.
Managing Today’s Crisis of Trust by Sam Richardson
(Business Reporter) Trust takes years to build but can shatter in an instant—a familiar adage that rings true across industries and relationships alike.
My Comment: Customer service and CX may have been big enough differentiators to make price less relevant. With the shaky economy and businesses raising prices due to inflation, tariffs, etc., something else beyond CX will help with price sensitivity, and that’s trust. This article covers that topic and introduces us to a role within an organization that most companies need to consider: the Chief Trust Officer.
Winning Customer Loyalty Starts with Straight Talk about Tariffs by Ryan Phelan
(MarTech) Learn why human, brand-aligned messaging beats corporate spin when tariffs hit. Real-world examples show what works — and what doesn’t.
My Comment: If your company is impacted by tariffs – or the possibility of them – this article is a must-read. The key is transparency and communicating with customers about why you’re raising prices. And it’s not just telling them why, it’s how you tell them. Included in the article are different examples of how companies are communicating with their customers.
Customer Loyalty Starts With Consistency, Ends With Advocacy by Scott Clark
(CMSWire) Customer loyalty isn’t just earned through rewards programs or sales-driven perks—it’s built through consistent, emotionally resonant experiences that meet customers where they are. As expectations rise and brand-switching becomes frictionless, businesses must rethink loyalty not as a program, but as a product of every interaction.
My Comment: Most articles on customer loyalty programs focus on the points and perks we offer customers in exchange for their repeat business. This article includes ideas that I’ve been preaching for many years. For true customer loyalty to happen, there must be an emotional connection. The author covers the topic of how emotional connections are redefining customer loyalty and there is a shift from rewards (points and perks) to relationships. The key is to create emotional loyalty.
BONUS
What Will Agent Roles Look Like in 2035? by Megan Jones
(Call Centre Helper) The role of an agent is changing fast – as customer needs become more complex and technology continues to reshape day-to-day life in the contact centre. But with so many moving parts, what will an agent’s role look like 10 years from now?
My Comment: Our friends at CallCentreHelper.com have released another excellent article with insights from some of the top customer service and CX minds in the industry. This time the focus is what the future of a customer support agent role will be in ten years. I’m very excited about the future, and I think you will be, too!
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.
Removing Barriers: How Rigid Rules Can Damage Customer Relationships by Ryan Minton
(Forbes) In today’s experience-driven economy, rigid policies can be a competitive disadvantage. I believe the organizations that thrive will be those that empower their people to operate confidently in the gray area—where authentic human connection happens and customer loyalty is born.
My Comment: We kick of this week’s Top Five article with a reminder that it can be dangerous to have strict rules and policies that can erode the customer experience. The author’s background is in hotel management. He gets what it takes to make customers happy. His comment that exceptional service happens in the “gray area” is spot on.
Can Contact Centers Move From Cost Centers to Experience Hubs? by Scott Clark
(CMSWire) Many say yes. Brands are reinventing the contact center—from reactive support desks to loyalty-building experience hubs with emotionally intelligent agents.
My Comment: Whether you have a customer support team of one or ten thousand (or more), this article drives home the message that customer support becomes an experience shouldn’t cost. It should pay. Smart companies recognize that customer support should be measured with more than efficiency metrics (such as Average Handle Time). The experience and outcome of a call can drive repeat business, positive word-of-mouth, and confidence that can lead to customer loyalty.
Managing Today’s Crisis of Trust by Sam Richardson
(Business Reporter) Trust takes years to build but can shatter in an instant—a familiar adage that rings true across industries and relationships alike.
My Comment: Customer service and CX may have been big enough differentiators to make price less relevant. With the shaky economy and businesses raising prices due to inflation, tariffs, etc., something else beyond CX will help with price sensitivity, and that’s trust. This article covers that topic and introduces us to a role within an organization that most companies need to consider: the Chief Trust Officer.
Winning Customer Loyalty Starts with Straight Talk about Tariffs by Ryan Phelan
(MarTech) Learn why human, brand-aligned messaging beats corporate spin when tariffs hit. Real-world examples show what works — and what doesn’t.
My Comment: If your company is impacted by tariffs – or the possibility of them – this article is a must-read. The key is transparency and communicating with customers about why you’re raising prices. And it’s not just telling them why, it’s how you tell them. Included in the article are different examples of how companies are communicating with their customers.
Customer Loyalty Starts With Consistency, Ends With Advocacy by Scott Clark
(CMSWire) Customer loyalty isn’t just earned through rewards programs or sales-driven perks—it’s built through consistent, emotionally resonant experiences that meet customers where they are. As expectations rise and brand-switching becomes frictionless, businesses must rethink loyalty not as a program, but as a product of every interaction.
My Comment: Most articles on customer loyalty programs focus on the points and perks we offer customers in exchange for their repeat business. This article includes ideas that I’ve been preaching for many years. For true customer loyalty to happen, there must be an emotional connection. The author covers the topic of how emotional connections are redefining customer loyalty and there is a shift from rewards (points and perks) to relationships. The key is to create emotional loyalty.
BONUS
What Will Agent Roles Look Like in 2035? by Megan Jones
(Call Centre Helper) The role of an agent is changing fast – as customer needs become more complex and technology continues to reshape day-to-day life in the contact centre. But with so many moving parts, what will an agent’s role look like 10 years from now?
My Comment: Our friends at CallCentreHelper.com have released another excellent article with insights from some of the top customer service and CX minds in the industry. This time the focus is what the future of a customer support agent role will be in ten years. I’m very excited about the future, and I think you will be, too!
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.
Published on May 19, 2025 05:41
May 13, 2025
Seven Things Customers Hate to Do – But Companies Make Them Do It Anyway

Customers Hate:
To Wait – Long hold times and long lines are frustrating and send negative messages, such as the customer’s time isn’t valued or the company is understaffed.
Repeating Anything – Calling customer support and being passed around to different people, having to repeat your story again and again, isn’t fun. Nor is filling out forms that repeat the information you’ve already filled out on previous forms.
Finding Hidden Fees – A stated price should be the price – with no extra fees. I recently checked into a hotel. They told me I had a $30 food and beverage credit as part of my stay – a nice surprise. Upon checking out, I noticed a $30 charge referred to as a “Destination Fee.” I asked about it, and the clerk said it was to cover the $30 food and beverage credit.
Filling Out Bad Surveys – Customers are learning to dislike surveys, especially if they are long. There are right and wrong ways to do surveys. And a bad survey shouldn’t be the last thing a customer experiences when doing business with you.
Listening to Complicated Phone Options – If you’ve called a company and been told to “listen to the following as our options have changed,” so you listen to the many options, and once you choose one, there are even more options … Well, I think you get the picture. There’s better technology to get the customer to the right person or the information they need.
Annoying Pop-Up Windows – If you’ve been on a website and are reading information or an article and pesky pop-up windows keep interrupting you with irrelevant messages and advertising, you’re a victim of annoying pop-up windows.
Anything that Requires Unnecessary Effort – Maybe you have a simple request or question. Why should it take a long time to fill out forms, answer unnecessary questions or more to get an answer?
There is a theme to this list. All of these imply the company doesn’t respect the customer’s time, energy, and effort. The goal should be the opposite: to respect and value your customer’s time, energy, and effort. Don’t create friction and put customers through anything more than necessary to get them what they want. In short, have a goal to be the easiest company to do business with. If you’re serious about it, you’ll find ways to eliminate and mitigate friction. And this list is far from complete. There are many, many other things customers hate doing.
So, here’s your assignment. Sit down with your team and brainstorm all the things they hate to do when doing business with any company. Then, ask what they think customers might hate about doing business with you. This can be processes, steps, policies, and more. Once you have the list, you know what to do. Eliminate all that makes doing business with you painful – or at least make some of the less painful. Don’t make your customers do things they hate doing!
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 .
Published on May 13, 2025 23:00
May 12, 2025
All Business is Personal with Joseph Michelli
This episode of
Amazing Business Radio with Shep Hyken
answers the following questions and more:
What are the benefits of combining technology with personal interaction in customer service?
What role does listening play in improving the customer experience?
How important is it for businesses to include digital and human touchpoints in customer interactions?
How does a seamless digital experience impact customer satisfaction and loyalty?
Why is emotional connection important in business?
Top Takeaways
Technology, like apps and AI, makes life convenient for customers by allowing easy online scheduling or instant answers through chatbots. However, it is still the human connection that builds lasting relationships. The best businesses use tech to make things faster and simpler but always offer a human backup for when a customer needs a personal touch.
So many businesses continue to operate the same way because “that’s how it’s always been done.” It is important to constantly ask why things are done a certain way and whether there’s a better, more modern, or easier approach for customers.
Delivering a great customer experience is not just about satisfying customer needs. It’s the best marketing a company can have.
People remember how you made them feel long after the transaction is over. Creating an emotional connection with your customers can transform a routine interaction into a memorable experience. Creating positive emotions through empathy, excitement, or delight builds loyalty and motivates customers to refer you to others.
Use Net Promoter Score as a guideline, not a vanity metric. While a high Net Promoter Score (NPS) can indicate customer satisfaction, the actual behavior of customers and the genuine referrals they make is what counts.
Train your employees to listen to what customers say, not just hear their words. Many businesses train their staff to communicate, but few teach them to listen deeply and with empathy. Listening well helps you understand how your product and services impact the customer’s life and what it means to them.
Wow moments are not always over-the-top experiences. Going slightly beyond what’s expected can create a big impact on customers. Small gestures such as remembering a customer’s name or a personal preference can elevate a service experience from just fine to amazing.
Plus, Joseph shares how One Medical transformed healthcare by blending technology with personal service, creating a more convenient and customer-focused experience. Tune in!
Quotes:
“There’s a difference between personalization and a personal connection.”
“You need to make things easily accessible with technology. But, when it doesn’t work, or you truly need a human touch, have a real person empowered by technology to make them faster and smarter, ready to help.”
“The best way to market is to deliver a great experience. That’s how people determine whether or not a brand keeps their promises and if they are worthy of sharing.”
“If you want to grow your business, don’t overlook the power of referrals. It is an overlooked metric, but it is worth tracking. What percentage of your clients come from other clients?”
“It’s one thing to achieve operational excellence, but you also need to design an emotional experience at the most important touch points so customers leave with a connection.”
About:
Joseph Michelli is a speaker and consultant renowned for his customer experience and leadership expertise. He has worked with global brands like Starbucks, Mercedes-Benz, and The Ritz-Carlton Hotel. His latest book, All Business Is Personal: One Medical’s Human-Centered, Technology-Powered Approach to Customer Engagement, is now available on Amazon.
Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio .
What are the benefits of combining technology with personal interaction in customer service?
What role does listening play in improving the customer experience?
How important is it for businesses to include digital and human touchpoints in customer interactions?
How does a seamless digital experience impact customer satisfaction and loyalty?
Why is emotional connection important in business?
Top Takeaways
Technology, like apps and AI, makes life convenient for customers by allowing easy online scheduling or instant answers through chatbots. However, it is still the human connection that builds lasting relationships. The best businesses use tech to make things faster and simpler but always offer a human backup for when a customer needs a personal touch.
So many businesses continue to operate the same way because “that’s how it’s always been done.” It is important to constantly ask why things are done a certain way and whether there’s a better, more modern, or easier approach for customers.
Delivering a great customer experience is not just about satisfying customer needs. It’s the best marketing a company can have.
People remember how you made them feel long after the transaction is over. Creating an emotional connection with your customers can transform a routine interaction into a memorable experience. Creating positive emotions through empathy, excitement, or delight builds loyalty and motivates customers to refer you to others.
Use Net Promoter Score as a guideline, not a vanity metric. While a high Net Promoter Score (NPS) can indicate customer satisfaction, the actual behavior of customers and the genuine referrals they make is what counts.
Train your employees to listen to what customers say, not just hear their words. Many businesses train their staff to communicate, but few teach them to listen deeply and with empathy. Listening well helps you understand how your product and services impact the customer’s life and what it means to them.
Wow moments are not always over-the-top experiences. Going slightly beyond what’s expected can create a big impact on customers. Small gestures such as remembering a customer’s name or a personal preference can elevate a service experience from just fine to amazing.
Plus, Joseph shares how One Medical transformed healthcare by blending technology with personal service, creating a more convenient and customer-focused experience. Tune in!
Quotes:
“There’s a difference between personalization and a personal connection.”
“You need to make things easily accessible with technology. But, when it doesn’t work, or you truly need a human touch, have a real person empowered by technology to make them faster and smarter, ready to help.”
“The best way to market is to deliver a great experience. That’s how people determine whether or not a brand keeps their promises and if they are worthy of sharing.”
“If you want to grow your business, don’t overlook the power of referrals. It is an overlooked metric, but it is worth tracking. What percentage of your clients come from other clients?”
“It’s one thing to achieve operational excellence, but you also need to design an emotional experience at the most important touch points so customers leave with a connection.”
About:
Joseph Michelli is a speaker and consultant renowned for his customer experience and leadership expertise. He has worked with global brands like Starbucks, Mercedes-Benz, and The Ritz-Carlton Hotel. His latest book, All Business Is Personal: One Medical’s Human-Centered, Technology-Powered Approach to Customer Engagement, is now available on Amazon.
Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio .
Published on May 12, 2025 23:00
Top 5 Customer Service & CX Articles for Week of May 12, 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.
(Re-)Focus On Customer Retention And Growth During Volatile Times by Laura Ramos
(Forrester) While deeper understanding is the first step, retention should be the desired result. B2B teams that fail to prioritize, resource, and measure the impact of postsale customer engagement risk negative repercussions on customer retention, loyalty, growth, and advocacy.
My Comment: We kick off this week’s Top Five roundup with an article about retaining and growing customers during tough and shaky economic times. There are five strategies or tactics to consider. The important thing to keep in mind is that during tough times, companies that can remain customer-focused typically come out on top.
Your Business Doesn’t Need to Be Perfect — Here’s How Customer Loyalty Really Works by Jeff Helfgott
(Entrepreneur) It’s not a one-time achievement, building customer loyalty a continuous process of building trust by showing up, delivering value and being reliable.
My Comment: “Loyalty earns you the opportunity to make a second mistake.” That’s the opening line of the article. I’ll take it a step further that a mistake handled the right way earns you more chances. As long as mistakes or problems don’t happen all the time, if you recover well, you earn trust. Customers say, “Even when there’s a problem, I can always count on them.” That’s one reason customers stick around, even when the experience isn’t perfect.
10 Ways to Make Customers Feel More Valued by Megan Jones
(Call Centre Helper) When customers feel valued, they are more likely to stay loyal to your brand. It’s as simple as that! But getting this right can be tricky – especially when gimmicks can come across as too tacky, and personalization can be overused to the point of being overfamiliar (and even creepy!).
My Comment: This excellent article has four CX experts (myself included) sharing 10 ways to show appreciation to your customers, but they are not what you might think. These ideas are more than ways to say, “Thank you.” Empowering agents and frontliners is a start. You’ll find a few interesting and new ideas here.
Don’t Let Tariffs Sabotage Customer Service by Leonard Klie
(CRM) Let’s face it, market volatility is here to stay while companies and countries negotiate with the Trump administration to reach a deal on tariffs. In the meantime, stock market turmoil, sourcing concerns, potentially higher production costs, supply chain disruption, and far more will threaten companies and leave the U.S. economy in a state of flux.
My Comment: Many companies and brands are in flux due to some uncertainties in the economy and the tariffs that are being imposed. Whenever there are tough times, the organizations that stay focused on their customers come out ahead. As the article points out, be careful with the changes you make. Cost-cutting measures are fine, but try to avoid changes that will negatively impact the customer experience. Don’t give customers a reason to try a competitor.
95% of Businesses Fail at This One Thing — Fix It Before It Costs You Customers by Antonia Hock
(Entrepreneur) Most businesses believe that they deliver a great customer experience, but this is based on outdated, old-fashioned ideas. Here’s what businesses can do to shift their customer experience to the modern customer.
My Comment: Surveys work, as long as they are done correctly. The problem is that some companies create or deliver a survey to the customer that is biased. Getting lots of great ratings is nice, but if they aren’t a true reflection of the entire customer base, you’re not seeing the entire picture. That’s what this article is about. According to the author, 95% of executive teams aren’t analyzing their customer metrics properly. The result is false assumptions and missed opportunities.
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.
(Re-)Focus On Customer Retention And Growth During Volatile Times by Laura Ramos
(Forrester) While deeper understanding is the first step, retention should be the desired result. B2B teams that fail to prioritize, resource, and measure the impact of postsale customer engagement risk negative repercussions on customer retention, loyalty, growth, and advocacy.
My Comment: We kick off this week’s Top Five roundup with an article about retaining and growing customers during tough and shaky economic times. There are five strategies or tactics to consider. The important thing to keep in mind is that during tough times, companies that can remain customer-focused typically come out on top.
Your Business Doesn’t Need to Be Perfect — Here’s How Customer Loyalty Really Works by Jeff Helfgott
(Entrepreneur) It’s not a one-time achievement, building customer loyalty a continuous process of building trust by showing up, delivering value and being reliable.
My Comment: “Loyalty earns you the opportunity to make a second mistake.” That’s the opening line of the article. I’ll take it a step further that a mistake handled the right way earns you more chances. As long as mistakes or problems don’t happen all the time, if you recover well, you earn trust. Customers say, “Even when there’s a problem, I can always count on them.” That’s one reason customers stick around, even when the experience isn’t perfect.
10 Ways to Make Customers Feel More Valued by Megan Jones
(Call Centre Helper) When customers feel valued, they are more likely to stay loyal to your brand. It’s as simple as that! But getting this right can be tricky – especially when gimmicks can come across as too tacky, and personalization can be overused to the point of being overfamiliar (and even creepy!).
My Comment: This excellent article has four CX experts (myself included) sharing 10 ways to show appreciation to your customers, but they are not what you might think. These ideas are more than ways to say, “Thank you.” Empowering agents and frontliners is a start. You’ll find a few interesting and new ideas here.
Don’t Let Tariffs Sabotage Customer Service by Leonard Klie
(CRM) Let’s face it, market volatility is here to stay while companies and countries negotiate with the Trump administration to reach a deal on tariffs. In the meantime, stock market turmoil, sourcing concerns, potentially higher production costs, supply chain disruption, and far more will threaten companies and leave the U.S. economy in a state of flux.
My Comment: Many companies and brands are in flux due to some uncertainties in the economy and the tariffs that are being imposed. Whenever there are tough times, the organizations that stay focused on their customers come out ahead. As the article points out, be careful with the changes you make. Cost-cutting measures are fine, but try to avoid changes that will negatively impact the customer experience. Don’t give customers a reason to try a competitor.
95% of Businesses Fail at This One Thing — Fix It Before It Costs You Customers by Antonia Hock
(Entrepreneur) Most businesses believe that they deliver a great customer experience, but this is based on outdated, old-fashioned ideas. Here’s what businesses can do to shift their customer experience to the modern customer.
My Comment: Surveys work, as long as they are done correctly. The problem is that some companies create or deliver a survey to the customer that is biased. Getting lots of great ratings is nice, but if they aren’t a true reflection of the entire customer base, you’re not seeing the entire picture. That’s what this article is about. According to the author, 95% of executive teams aren’t analyzing their customer metrics properly. The result is false assumptions and missed opportunities.
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.
Published on May 12, 2025 05:31
May 6, 2025
Best in Class or World-Class Customer Experience

With that in mind, I’d like to offer up the idea that if we focus on creating an experience based on trying to be better than a competitor, and that may mean you are the best in your industry, it still may not meet a customer’s expectations. All you are is the best dog in a horse race.
Being best in your industry means best in class, but as I just mentioned, it may not be enough. What you want to do is start comparing yourself – as in your company – to the obvious customer experience leaders. No, you may not be able to do what Amazon or Apple do, but using them as a model can help you move from best in class to world class.
So, how can you make this shift? Start by identifying what makes world-class companies so appealing to their customers. In my annual customer service and CX research, we find the best companies and brands share certain traits:
Consistency – Customers can predict their experience every time. It’s not great one time and the next time just average. Consistency creates predictability, and if the consistent experience is what customers want and know they will get, they come back.
Quick Response – Whether it’s Amazon’s instant confirmation emails or a faster-than-expected returned phone call or email, customers love it when the companies they do business with are fast in their communication.
Empowered Employees – Your customers are frustrated when they are dealing with employees who aren’t allowed to make decisions. If you hire good people and train them well, let them do their job. Not only will customers be happy, but your employees will appreciate the company they work for even more.
Friction-Free – I wrote an entire book on this topic, The Convenience Revolution . Find ways to be easy to do business with. Eliminate anything that is a hassle or has friction associated with it.
Here’s why I love these ideas. You don’t have to be Amazon or Apple to implement any of these. Any company, regardless of size or industry, can do this. You don’t need a technology budget to respond to customers quickly or empower your team.
Look at your customer journey and ask: What would world-class companies, such as Amazon, do at this touch point?” Or, “How would Apple handle this situation?” This exercise can reveal the opportunities you might miss when you’re only comparing yourself to your direct competitors.
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 .
Published on May 06, 2025 23:00
May 5, 2025
How to Create a Winning Customer Experience with Mike Milliron
This episode of
Amazing Business Radio with Shep Hyken
answers the following questions and more:
How does the Net Promoter Score (NPS) help organizations measure the effectiveness of their customer experience programs?
What role does employee engagement play in enhancing the customer experience?
How can schools empower students to achieve their future goals, both academically and in sports?
How can schools create a system that effectively responds to feedback from students and parents?
What is reputation marketing?
Top Takeaways
Happy and engaged employees naturally create better experiences for customers. When staff members feel heard, empowered, and proud of their work, they go above and beyond to help others.
While good marketing helps, it is not enough to build a good reputation. The real magic happens when people keep coming back and telling their friends because they had an amazing experience.
IMG Academy uses Net Promoter Score (NPS) to measure satisfaction and drive real improvements based on student and parent feedback. They’ve built a listening program that keeps their NPS steadily rising. Their winning customer experience and employee experience show that NPS is most valuable when it leads to actionable insights and loyalty rather than just being a score.
Creating an excellent customer experience takes everyone working together, from those working on the frontlines to the back office and the C-suite. When all team members are clear on the mission and know how they can make a difference, it creates a culture where it is “cool to care” about your customers.
When leaders are engaged and actively participate in initiatives, they can better understand the challenges faced by their teams and customers.
Collecting feedback and turning it into actionable steps helps create a culture that values continuous improvement. Customers and employees like knowing their opinions are heard and valued.
IMG Academy puts students at the center of everything they do. They have built an unrivaled experience through innovative listening programs that actively collect and act on feedback from students, parents, and staff multiple times each semester. This helps personalize and continuously improve every student’s journey.
Beyond academics and athletics, IMG Academy focuses on holistic development to empower student-athletes to thrive not just in sports, but also academically and socially, helping them “win their future.”
Plus, Mike Milliron shares how they create a 15 out of 10 experience at IMG. Tune in!
Quotes:
“You need to marry employee experience and customer experience, put a system around that, and act on it. Listening to your customers and your team is only powerful when you turn those insights into meaningful action.”
“Make sure there are opportunities for employees’ voices to be heard. Then act on that feedback.”
“Culture change is real and it’s powerful. If you rally the right people and put the right systems and structures together, you can have transformational change in a short period of time and have people excited about doing it.”
About:
Mike Milliron is the Chief Operating Officer of IMG Academy’s Bradenton campus. He focuses on creating an unrivaled experience for students, parents, campers, competitors, guests, and employees.
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 the Net Promoter Score (NPS) help organizations measure the effectiveness of their customer experience programs?
What role does employee engagement play in enhancing the customer experience?
How can schools empower students to achieve their future goals, both academically and in sports?
How can schools create a system that effectively responds to feedback from students and parents?
What is reputation marketing?
Top Takeaways
Happy and engaged employees naturally create better experiences for customers. When staff members feel heard, empowered, and proud of their work, they go above and beyond to help others.
While good marketing helps, it is not enough to build a good reputation. The real magic happens when people keep coming back and telling their friends because they had an amazing experience.
IMG Academy uses Net Promoter Score (NPS) to measure satisfaction and drive real improvements based on student and parent feedback. They’ve built a listening program that keeps their NPS steadily rising. Their winning customer experience and employee experience show that NPS is most valuable when it leads to actionable insights and loyalty rather than just being a score.
Creating an excellent customer experience takes everyone working together, from those working on the frontlines to the back office and the C-suite. When all team members are clear on the mission and know how they can make a difference, it creates a culture where it is “cool to care” about your customers.
When leaders are engaged and actively participate in initiatives, they can better understand the challenges faced by their teams and customers.
Collecting feedback and turning it into actionable steps helps create a culture that values continuous improvement. Customers and employees like knowing their opinions are heard and valued.
IMG Academy puts students at the center of everything they do. They have built an unrivaled experience through innovative listening programs that actively collect and act on feedback from students, parents, and staff multiple times each semester. This helps personalize and continuously improve every student’s journey.
Beyond academics and athletics, IMG Academy focuses on holistic development to empower student-athletes to thrive not just in sports, but also academically and socially, helping them “win their future.”
Plus, Mike Milliron shares how they create a 15 out of 10 experience at IMG. Tune in!
Quotes:
“You need to marry employee experience and customer experience, put a system around that, and act on it. Listening to your customers and your team is only powerful when you turn those insights into meaningful action.”
“Make sure there are opportunities for employees’ voices to be heard. Then act on that feedback.”
“Culture change is real and it’s powerful. If you rally the right people and put the right systems and structures together, you can have transformational change in a short period of time and have people excited about doing it.”
About:
Mike Milliron is the Chief Operating Officer of IMG Academy’s Bradenton campus. He focuses on creating an unrivaled experience for students, parents, campers, competitors, guests, and employees.
Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio .
Published on May 05, 2025 23:00