Shep Hyken's Blog, page 8
May 4, 2025
Top 5 Customer Service & CX Articles for Week of May 5, 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.
Here’s Why Trader Joe’s Doesn’t Need A Loyalty Program… And You Might Not, Either. by Brittany Hodak
(Brittany Hodak) A recent article in Customer Experience Dive noted that 90% of grocery shoppers now switch between online and in-store, and most retailers are leaning hard into data, tech, and personalization to stay competitive. But not Trader Joe’s.
My Comment: I’ve often written about customer loyalty programs actually being marketing programs that drive repeat business, which can sometimes lead to loyalty. It turns out, some customers are more loyal to the loyalty program than the business they keep returning to. My friend and fellow CX expert, Brittany Hodak, has written an excellent article about Trader Joe’s, the grocery retailer who proves that providing the best experience is the ultimate loyalty program.
Inside USPS’s Plan to Reinvent Customer Service With AI by Franck S Ardourel
(CMSWire) The agency is doing more than upgrading tech — it’s building a smarter, more inclusive customer experience.
My Comment: When we think of great case studies for customer service and CX, companies like Amazon, Apple, Costco, and other iconic brands come to mind. But there are plenty of less obvious brands we can all learn from, which is why I enjoyed this article about the USPS—yes, the post office! The article dives into how the USPS is modernizing its CX with AI and more. When you see what the USPS is doing – and why – you might ask yourself, “What can we do to be more proactive versus reactive and create better experiences for our customers?”
Global Customer Experience Differences: How Culture Shapes Consumer Expectations Across Asia, Europe, and Beyond by Dan Gingiss
(Dan Gingiss) Global customer experience differences are often a matter of unique cultural elements that lead to differing consumer expectations.
My Comment: Customer service and CX are different depending on what part of the world you’re in. However, while there may be cultural differences, the result the business is trying to achieve is the same: create an experience that is good enough to make the customer say, “I’ll be back.” After a recent trip to Asia, Dan Gingiss, “The Experience Maker,” shares his insights about the cultural nuances he observed. Dan states in the article, “From Japan’s meticulous service standards to Germany’s efficiency-focused approach, recognizing these differences allows companies to create meaningful connections with consumers across borders.”
12 Customer Service Email Templates—Plus 6 Best Practices by Shopify
(Shopify) These templated customer service emails will give your team quick and polished responses to the most common customer service scenarios.
My Comment: This is a very tactical article that includes 12 templates for the most common customer service issues and experiences. The examples cover everything from a thank you note/email to responding to a complaint, customers unsubscribing to your list, birthday discount offers, and more. Having templates that allow for a little personalization will make customers feel they are appreciated and heard. In addition, templates can save your people time, increase response times, and create a standardized approach to common requests and issues.
3 Customer Service Trends to Drive Loyalty by Michael Podolsky
(Inc. Magazine) With economic uncertainty in the headlines, consumer confidence is crossing stormy waters—changing expectations, thus driving consumer trends, and making it critical for businesses to stay on top of what customers want from a brand.
My Comment: We started this week’s Top Five roundup with an article on customer loyalty—specifically loyalty programs, and how some customers are more loyal to the program than the company or brand. Let’s wrap up with a few strategies to drive loyalty by properly responding and reacting to customers who have questions, complaints, or other issues. A loyalty program won’t make a difference if the customer experience is mismanaged. These three tactics are somewhat common sense, but often, common sense is not so common.
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.
Here’s Why Trader Joe’s Doesn’t Need A Loyalty Program… And You Might Not, Either. by Brittany Hodak
(Brittany Hodak) A recent article in Customer Experience Dive noted that 90% of grocery shoppers now switch between online and in-store, and most retailers are leaning hard into data, tech, and personalization to stay competitive. But not Trader Joe’s.
My Comment: I’ve often written about customer loyalty programs actually being marketing programs that drive repeat business, which can sometimes lead to loyalty. It turns out, some customers are more loyal to the loyalty program than the business they keep returning to. My friend and fellow CX expert, Brittany Hodak, has written an excellent article about Trader Joe’s, the grocery retailer who proves that providing the best experience is the ultimate loyalty program.
Inside USPS’s Plan to Reinvent Customer Service With AI by Franck S Ardourel
(CMSWire) The agency is doing more than upgrading tech — it’s building a smarter, more inclusive customer experience.
My Comment: When we think of great case studies for customer service and CX, companies like Amazon, Apple, Costco, and other iconic brands come to mind. But there are plenty of less obvious brands we can all learn from, which is why I enjoyed this article about the USPS—yes, the post office! The article dives into how the USPS is modernizing its CX with AI and more. When you see what the USPS is doing – and why – you might ask yourself, “What can we do to be more proactive versus reactive and create better experiences for our customers?”
Global Customer Experience Differences: How Culture Shapes Consumer Expectations Across Asia, Europe, and Beyond by Dan Gingiss
(Dan Gingiss) Global customer experience differences are often a matter of unique cultural elements that lead to differing consumer expectations.
My Comment: Customer service and CX are different depending on what part of the world you’re in. However, while there may be cultural differences, the result the business is trying to achieve is the same: create an experience that is good enough to make the customer say, “I’ll be back.” After a recent trip to Asia, Dan Gingiss, “The Experience Maker,” shares his insights about the cultural nuances he observed. Dan states in the article, “From Japan’s meticulous service standards to Germany’s efficiency-focused approach, recognizing these differences allows companies to create meaningful connections with consumers across borders.”
12 Customer Service Email Templates—Plus 6 Best Practices by Shopify
(Shopify) These templated customer service emails will give your team quick and polished responses to the most common customer service scenarios.
My Comment: This is a very tactical article that includes 12 templates for the most common customer service issues and experiences. The examples cover everything from a thank you note/email to responding to a complaint, customers unsubscribing to your list, birthday discount offers, and more. Having templates that allow for a little personalization will make customers feel they are appreciated and heard. In addition, templates can save your people time, increase response times, and create a standardized approach to common requests and issues.
3 Customer Service Trends to Drive Loyalty by Michael Podolsky
(Inc. Magazine) With economic uncertainty in the headlines, consumer confidence is crossing stormy waters—changing expectations, thus driving consumer trends, and making it critical for businesses to stay on top of what customers want from a brand.
My Comment: We started this week’s Top Five roundup with an article on customer loyalty—specifically loyalty programs, and how some customers are more loyal to the program than the company or brand. Let’s wrap up with a few strategies to drive loyalty by properly responding and reacting to customers who have questions, complaints, or other issues. A loyalty program won’t make a difference if the customer experience is mismanaged. These three tactics are somewhat common sense, but often, common sense is not so common.
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 04, 2025 23:00
April 29, 2025
Five Words Customers Love

Think about what makes certain companies stand out from their competitors. Is it their product? Is it price? These matter, but as I’ve been preaching for decades, the differentiator is the customer experience. And specifically, the experience I want to focus on in this article is convenience.
These five words, “So you don’t have to,” form a statement that embodies the essence of creating a convenient customer experience. When companies take on certain responsibilities, eliminate friction points and other tasks to make the buying process easier for a customer, they are sending a message to their customers that says, “We’ll handle this so you don’t have to.”
Amazon delivers packages to your doorstep … so you don’t have to drive to the store.
Online grocery delivery services shop for your food and deliver it … so you don’t have to spend time in the store, pushing the cart, waiting in line to check out, and like Amazon, you don’t even have to drive to the store.
Auto-renewal subscriptions charge you automatically … so you don’t have to remember to re-subscribe.
I can go on with numerous examples. The So You Don’t Have To experience is about making it easy for your customers and saving them time, energy and effort. My annual customer service and experience research consistently shows that convenience is a major driver of customer loyalty. In fact, 66% of customers say convenience is more important than friendly service, and 58% of customers are willing to pay more for it.
So, how can you deliver the So You Don’t Have To experience to your customers? Here are four ideas to get you started:
Identify Your Customers’ Friction Points – Identify any areas of stress or effort in your process that can be changed or eliminated to make it easier for your customers.
Practice Proactive Service – Train your team to solve customers’ problems proactively before they contact you – ideally before they even know there is a problem. Examine the reasons for these problems and find ways to eliminate them altogether.
Become Your Customer – Look at your processes as if you are the customer. Mystery shop your own business and experience what your customers experience.
Don’t Be Shy – If you’re going to make it easy for your customers, let them know. Explain why doing business with you is different.
Every time you remove a step, eliminate a form, reduce waiting time or simplify a process, you’re telling the customer you value their time. Whether the words are explicitly stated or implied through your actions, you’re saying, “We’ll handle this … so you don’t have to.”
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 April 29, 2025 23:00
How to Operationalize WOW Experiences with Eric D. Stone
This episode of
Amazing Business Radio with Shep Hyken
answers the following questions and more:
What is a ‘wow moment’ in customer interactions?
How can organizations operationalize positive customer feedback?
How can an organization create a workplace culture focused on providing an amazing customer experience?
Why is it important for employees to have clear goals and expectations?
How can employees’ personal and professional growth impact the overall customer service experience?
Top Takeaways
Creating a strong workplace culture is crucial for providing excellent customer service and experience. What is felt by the employees inside a company will be felt outside by the customers. That’s why empowering employees and focusing on customer satisfaction should be built into every part of the company’s culture.
It is impossible to go above and beyond in every interaction with a customer. However, simple gestures like writing a note or responding to a customer’s email quickly can create lasting impressions on customers. These WOW moments may be small, but they can become part of the culture when encouraged consistently throughout the organization.
Eric also shares the five key factors for employee engagement.
Strong relationships: Connection matters. When employees have strong relationships with each other, they’re more likely to build great connections with customers.
Clear expectations: When goals and expectations are clearly communicated, they create a consistent customer experience.
The right tools: Employees must be equipped with tools and information to achieve the desired outcome.
Opportunities for growth: How does the organization help employees grow personally and professionally?
Recognition: Recognize and reward excellence.
While many organizations focus on mitigating negative feedback, it’s also important to celebrate positive interactions and find a way to operationalize them so that they become a part of the culture.
An important part of addressing customer complaints is understanding the employee’s viewpoint before making assumptions or taking corrective actions. This prevents employee frustration and promotes a supportive work environment where they feel valued and heard.
While the phrase “the customer is always right” is well-known, the customer is not always right, but they’re always the customer. Let them be wrong with dignity and respect. However, there are customers whom you can fire if they are abusive toward employees.
Did we live up to our promise? This is an important question because we make a commitment to our customers at the beginning of their journey with us. This commitment is the reason why they choose to do business with us instead of our competitors. This promise must be clear to our employees across the organization to ensure we deliver what our customers expect from us.
Plus, Eric D. Stone shares the story of Johnny the Bagger and how his WOW moments can be operationalized into the company culture. Tune in!
Quotes:
“Be mindful of how you handle negative feedback. Track those moments, watch for patterns, and bring your team together before small issues become bigger problems.”
“Customers can be unreasonable, unrealistic, and demanding, but you must always make them feel they are being treated fairly, with respect, and dignity.”
“What are you doing to create a continuous learning cycle in your organization? Does your training align with your key initiatives, allow people to be at their best, and foster a show, observe, and shape mentality?”
“Employees sometimes confuse effort with execution. They need to understand what promises we make to our customers and live up to them consistently. Our delivery needs to match our customers’ expectations.”
About:
Eric D. Stone is the author of the award-winning book Jumpstart Your Workplace Culture. Before founding Clear Path Ventures, he had a successful twenty-six-year career at Enterprise Holdings.
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 a ‘wow moment’ in customer interactions?
How can organizations operationalize positive customer feedback?
How can an organization create a workplace culture focused on providing an amazing customer experience?
Why is it important for employees to have clear goals and expectations?
How can employees’ personal and professional growth impact the overall customer service experience?
Top Takeaways
Creating a strong workplace culture is crucial for providing excellent customer service and experience. What is felt by the employees inside a company will be felt outside by the customers. That’s why empowering employees and focusing on customer satisfaction should be built into every part of the company’s culture.
It is impossible to go above and beyond in every interaction with a customer. However, simple gestures like writing a note or responding to a customer’s email quickly can create lasting impressions on customers. These WOW moments may be small, but they can become part of the culture when encouraged consistently throughout the organization.
Eric also shares the five key factors for employee engagement.
Strong relationships: Connection matters. When employees have strong relationships with each other, they’re more likely to build great connections with customers.
Clear expectations: When goals and expectations are clearly communicated, they create a consistent customer experience.
The right tools: Employees must be equipped with tools and information to achieve the desired outcome.
Opportunities for growth: How does the organization help employees grow personally and professionally?
Recognition: Recognize and reward excellence.
While many organizations focus on mitigating negative feedback, it’s also important to celebrate positive interactions and find a way to operationalize them so that they become a part of the culture.
An important part of addressing customer complaints is understanding the employee’s viewpoint before making assumptions or taking corrective actions. This prevents employee frustration and promotes a supportive work environment where they feel valued and heard.
While the phrase “the customer is always right” is well-known, the customer is not always right, but they’re always the customer. Let them be wrong with dignity and respect. However, there are customers whom you can fire if they are abusive toward employees.
Did we live up to our promise? This is an important question because we make a commitment to our customers at the beginning of their journey with us. This commitment is the reason why they choose to do business with us instead of our competitors. This promise must be clear to our employees across the organization to ensure we deliver what our customers expect from us.
Plus, Eric D. Stone shares the story of Johnny the Bagger and how his WOW moments can be operationalized into the company culture. Tune in!
Quotes:
“Be mindful of how you handle negative feedback. Track those moments, watch for patterns, and bring your team together before small issues become bigger problems.”
“Customers can be unreasonable, unrealistic, and demanding, but you must always make them feel they are being treated fairly, with respect, and dignity.”
“What are you doing to create a continuous learning cycle in your organization? Does your training align with your key initiatives, allow people to be at their best, and foster a show, observe, and shape mentality?”
“Employees sometimes confuse effort with execution. They need to understand what promises we make to our customers and live up to them consistently. Our delivery needs to match our customers’ expectations.”
About:
Eric D. Stone is the author of the award-winning book Jumpstart Your Workplace Culture. Before founding Clear Path Ventures, he had a successful twenty-six-year career at Enterprise Holdings.
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 April 29, 2025 03:58
April 27, 2025
Top 5 Customer Service & CX Articles for Week of April 28, 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.
Valuable Experience by William Grobel
(Deloitte) CX is a significant influence on revenue and 87 per cent of business leaders say it’s their top growth driver. It’s the sum of your interactions with customers – the advertising viewed, the receipts and invoices received, the ease of transaction, the performance of your website, your social presence, customer service and product performance – all shape how your customers feel about your brand.
My Comment: We kick off this week’s top five with an interesting article that comes from the private equity world. In short, PE firms are very careful about the companies they invest in. They scrutinize every part of the business. Measurement of everything helps drive their investment decisions. This Deloitte article confirms the importance of CX to the current and future revenue of the company. In this article, you’ll find lots of numbers and concepts about why CX can be one of the most important success criteria for any type of business.
How Smart Onboarding Turns New Customers into Lifelong Fans by Alexander Procter
(Okoone) High-impact onboarding cuts churn, accelerates product adoption, and drives real ROI. When teams align and optimize around the customer journey, friction drops, and retention rises. Most companies miss this. The ones that don’t are pulling ahead fast.
My Comment: Most businesses have an opportunity to “onboard” customers. This could be for a first purchase or when they purchase something new that requires some special attention. This is the perfect opportunity to confirm in the customer’s mind that they made the right decision to buy from you versus a competitor. If you haven’t already done so, create an onboarding program; a powerful part of the CX.
Video Experiences That Create Loyalty, Engagement, and Conversions by Michael Stelzner
(Social Media Examiner) Struggling to turn viewers into loyal fans or paying customers? Wondering what type of video content actually builds trust and drives conversions in 2025?
My Comment: This excellent article is about creating videos that are more about an experience than just information. I’ve written about Dollar Shave Club’s videos in the past. They are memorable and funny—as in laugh-out-loud and want to share them with friends funny. The experience helped propel their success. The title sums up what the article is all about.
Most Consumers Will Pay 25% More for Their Favorite Brands, Survey Finds by Michael Brady
(Marketing Dive) Positive customer experiences, consistent product quality and long-term brand familiarity drive greater loyalty, a UserTesting study found.
My Comment: My annual customer service and CX research found that 59% of customers are willing to pay more for a good experience. But how much more? According to this article, most consumers will pay 25% more for their favorite brands. And what makes them a favorite brand? Positive customer experiences, product quality, and long-term brand familiarity drive loyalty that makes price less relevant.
Customers Want Relationships, Not Just Easy Experiences by Rob Markey, Phil Sager, Cassy Reichert, Eduardo Roma, Joanna Zhou, and Sophia Rodawig
(Bain & Company) The gap between what executives believe about their customer experience (CX) and what customers actually feel has never been wider. While C-suite leaders speak confidently about being “customer-first” and “experience-led,” their own teams confessed to a reality of dashboard overload, survey fatigue, and tools that gather dust rather than insights.
My Comment: Did I save the best for last? I love this article, which includes five trends/ideas from the good people at Bain & Company. Let’s start with the idea that no matter how easy you make it for your customers, they still want a relationship where the company knows and recognizes them for their past business. The second trend regarding surveys is pricelessness. Surveys still have a place, when done well, but there are more effective ways to find out how customers are thinking about you. I’ll let you read the article to learn about the other three.
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.
Valuable Experience by William Grobel
(Deloitte) CX is a significant influence on revenue and 87 per cent of business leaders say it’s their top growth driver. It’s the sum of your interactions with customers – the advertising viewed, the receipts and invoices received, the ease of transaction, the performance of your website, your social presence, customer service and product performance – all shape how your customers feel about your brand.
My Comment: We kick off this week’s top five with an interesting article that comes from the private equity world. In short, PE firms are very careful about the companies they invest in. They scrutinize every part of the business. Measurement of everything helps drive their investment decisions. This Deloitte article confirms the importance of CX to the current and future revenue of the company. In this article, you’ll find lots of numbers and concepts about why CX can be one of the most important success criteria for any type of business.
How Smart Onboarding Turns New Customers into Lifelong Fans by Alexander Procter
(Okoone) High-impact onboarding cuts churn, accelerates product adoption, and drives real ROI. When teams align and optimize around the customer journey, friction drops, and retention rises. Most companies miss this. The ones that don’t are pulling ahead fast.
My Comment: Most businesses have an opportunity to “onboard” customers. This could be for a first purchase or when they purchase something new that requires some special attention. This is the perfect opportunity to confirm in the customer’s mind that they made the right decision to buy from you versus a competitor. If you haven’t already done so, create an onboarding program; a powerful part of the CX.
Video Experiences That Create Loyalty, Engagement, and Conversions by Michael Stelzner
(Social Media Examiner) Struggling to turn viewers into loyal fans or paying customers? Wondering what type of video content actually builds trust and drives conversions in 2025?
My Comment: This excellent article is about creating videos that are more about an experience than just information. I’ve written about Dollar Shave Club’s videos in the past. They are memorable and funny—as in laugh-out-loud and want to share them with friends funny. The experience helped propel their success. The title sums up what the article is all about.
Most Consumers Will Pay 25% More for Their Favorite Brands, Survey Finds by Michael Brady
(Marketing Dive) Positive customer experiences, consistent product quality and long-term brand familiarity drive greater loyalty, a UserTesting study found.
My Comment: My annual customer service and CX research found that 59% of customers are willing to pay more for a good experience. But how much more? According to this article, most consumers will pay 25% more for their favorite brands. And what makes them a favorite brand? Positive customer experiences, product quality, and long-term brand familiarity drive loyalty that makes price less relevant.
Customers Want Relationships, Not Just Easy Experiences by Rob Markey, Phil Sager, Cassy Reichert, Eduardo Roma, Joanna Zhou, and Sophia Rodawig
(Bain & Company) The gap between what executives believe about their customer experience (CX) and what customers actually feel has never been wider. While C-suite leaders speak confidently about being “customer-first” and “experience-led,” their own teams confessed to a reality of dashboard overload, survey fatigue, and tools that gather dust rather than insights.
My Comment: Did I save the best for last? I love this article, which includes five trends/ideas from the good people at Bain & Company. Let’s start with the idea that no matter how easy you make it for your customers, they still want a relationship where the company knows and recognizes them for their past business. The second trend regarding surveys is pricelessness. Surveys still have a place, when done well, but there are more effective ways to find out how customers are thinking about you. I’ll let you read the article to learn about the other three.
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 April 27, 2025 23:00
April 22, 2025
What to Say When You Don’t Have What the Customer Wants

I added a second part to that question. What if what the customer wants is something you’ve never had in stock? Some customers might still be angry that you do not have what they want. And even if they aren’t, whether the item is out of stock or you just don’t carry it, that doesn’t mean you can’t make the customer happy.
Before we go further, let me do a very quick recap of how to deal with any upset or complaining customer. This is my five-step process for handling complaints:
Apologize for the problem.
Acknowledge what the problem is.
Discuss the resolution. (In a moment, I’ll cover this in detail.)
Accept ownership. It may not be your fault, but now you own taking care of the customer.
Act with urgency.
So, back to #3, the resolution. Is the item the customer wants temporarily out of stock? If so, when will it be in, and when can the customer expect to receive it? Giving customers information gives them a sense of control.
What if you’re out of the item and won’t get any more back in inventory? This is an opportunity to shine. If you can’t suggest a reasonable alternative, does a competitor have what the customer wants? Yes, I’m suggesting sending the customer to a competitor. Even if the sale goes to a competitor, the customer will realize you’re more interested in getting them what they want and need versus making a sale, which can go a long way in building trust that takes the relationship to a higher level.
One of my favorite examples comes from an Ace Hardware store. It was a very cold winter, and a customer was upset to find out the store was out of space heaters. Rather than say, “Sorry,” and send the customer away, the associate called a competitor, confirmed they had a space heater, and asked them to hold it for his customer. And who do you think the customer loved after that experience? (It’s a rhetorical question, but just in case you can’t figure it out … Ace Hardware!)
Any time a customer is unhappy or has a complaint, it’s an opportunity to resolve the problem and turn a Moment of Misery™ into a Moment of Magic®. For inventory issues, it’s an easy fix. Always think to yourself, even if you have to give up the sale to a competitor, “Is what I’m doing right now going to get the customer to come back?” When you have the customer’s best interest in mind, they will!
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 April 22, 2025 23:00
April 21, 2025
The Benefits of AI-Powered Customer Experience with Isabelle Zdatny
This episode of
Amazing Business Radio with Shep Hyken
answers the following questions and more:
What is Agentic AI?
What is the difference between generative AI, analytical AI, and agentic AI?
What impact does AI have on analyzing and predicting customer behavior?
How do companies balance AI with the need for human empathy in customer service?
Why is it crucial for companies to start implementing AI to improve customer experience?
Top Takeaways
As technology advances, the quality of customer experiences is gradually improving. However, customers are becoming less tolerant of poor experiences. Businesses must realize that one bad interaction can significantly impact customer loyalty.
In Shep’s recent customer service and experience survey, we found that the average customer is willing to give you two chances before they switch to a competitor. Loyal customers will give three chances. Maintaining consistent positive experiences is critical to retaining customers.
Traditional approaches to getting customer feedback are less effective in measuring loyalty. Consumers are leaving less feedback because they don’t trust that their voice is acknowledged. They often see little value in answering surveys and may prefer to quietly switch to a competitor.
Unlike traditional AI, agentic AI can process data and understand the customer. As a result, it can take action without constant human assistance. Unlike analytical or generative AI, which are great at specific, focused tasks but still rely on people to prompt chatbots or act on predictions, agentic AI can manage entire end-to-end customer journeys and adapt to changes as they happen.
Customers should know when interacting with a bot rather than a human. Companies employing AI in customer interactions must be transparent about their use to maintain trust and ensure that experiences align with customers’ expectations ethically.
Human interaction is still needed in customer service. AI can handle routine tasks, allowing human agents to deal with complex issues requiring empathy.
According to recent Qualtrics research, there is a $860 billion ($420 billion for B2B and $440 billion for B2C) opportunity for organizations using AI to improve customer experiences systematically. This value is generated through increased employee productivity, process improvement, and revenue growth.
Plus Shep and Isabelle discuss more insights from Qualtric’s free report, Unlock the Potential of AI-Enabled CX . Tune in!
Quotes:
“Customers are less tolerant of friction these days. So even if you deliver consistently good experiences, just one bad interaction can send your relationship down a bad path more quickly than it used to.”
“Customer relationships are becoming increasingly transactional because switching between brands is easier and low-cost. Consumers have many options today, so they don’t need to tolerate companies not meeting their expectations.”
“There is a disconnect between how executives view AI’s role in their industry and how they embrace it. While they understand the value and potential, they are not always taking the necessary actions to leverage AI in their organization.”
“AI creates compounding advantages. Every single customer interaction makes these systems smarter. Every insight builds more value. Every experience improvement will deepen the company’s relationship with the customer.”
About:
Isabelle Zdatny is Head of Thought Leadership at Qualtrics XM Institute. She creates leading content on experience management trends and best practices, delivers training, and advises organizations on CX and EX strategy.
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 Agentic AI?
What is the difference between generative AI, analytical AI, and agentic AI?
What impact does AI have on analyzing and predicting customer behavior?
How do companies balance AI with the need for human empathy in customer service?
Why is it crucial for companies to start implementing AI to improve customer experience?
Top Takeaways
As technology advances, the quality of customer experiences is gradually improving. However, customers are becoming less tolerant of poor experiences. Businesses must realize that one bad interaction can significantly impact customer loyalty.
In Shep’s recent customer service and experience survey, we found that the average customer is willing to give you two chances before they switch to a competitor. Loyal customers will give three chances. Maintaining consistent positive experiences is critical to retaining customers.
Traditional approaches to getting customer feedback are less effective in measuring loyalty. Consumers are leaving less feedback because they don’t trust that their voice is acknowledged. They often see little value in answering surveys and may prefer to quietly switch to a competitor.
Unlike traditional AI, agentic AI can process data and understand the customer. As a result, it can take action without constant human assistance. Unlike analytical or generative AI, which are great at specific, focused tasks but still rely on people to prompt chatbots or act on predictions, agentic AI can manage entire end-to-end customer journeys and adapt to changes as they happen.
Customers should know when interacting with a bot rather than a human. Companies employing AI in customer interactions must be transparent about their use to maintain trust and ensure that experiences align with customers’ expectations ethically.
Human interaction is still needed in customer service. AI can handle routine tasks, allowing human agents to deal with complex issues requiring empathy.
According to recent Qualtrics research, there is a $860 billion ($420 billion for B2B and $440 billion for B2C) opportunity for organizations using AI to improve customer experiences systematically. This value is generated through increased employee productivity, process improvement, and revenue growth.
Plus Shep and Isabelle discuss more insights from Qualtric’s free report, Unlock the Potential of AI-Enabled CX . Tune in!
Quotes:
“Customers are less tolerant of friction these days. So even if you deliver consistently good experiences, just one bad interaction can send your relationship down a bad path more quickly than it used to.”
“Customer relationships are becoming increasingly transactional because switching between brands is easier and low-cost. Consumers have many options today, so they don’t need to tolerate companies not meeting their expectations.”
“There is a disconnect between how executives view AI’s role in their industry and how they embrace it. While they understand the value and potential, they are not always taking the necessary actions to leverage AI in their organization.”
“AI creates compounding advantages. Every single customer interaction makes these systems smarter. Every insight builds more value. Every experience improvement will deepen the company’s relationship with the customer.”
About:
Isabelle Zdatny is Head of Thought Leadership at Qualtrics XM Institute. She creates leading content on experience management trends and best practices, delivers training, and advises organizations on CX and EX strategy.
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 April 21, 2025 23:00
Top 5 Customer Service & CX Articles for Week of April 21, 2025
Each week, I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comments about each article and would like to hear what you think too.
What Are the Results from GenAI in Customer Service? Case Studies from Verizon, ING & United Airlines by Rebecca Sentance
(Econsultancy) From improved customer satisfaction to an uplift in sales, we examine three companies who have successfully applied GenAI in customer service alongside the takeaways from their usage.
My Comment: It’s not the topic of the day. It’s the topic of the year (and also last year). It’s GenAI, and it continues to improve. When used the right way, great results are achieved. Here are case studies from three recognizable brands and how they have found success using AI to create better customer service.
What 73% of Consumers Say About AI and the Customer Experience by John Smallwood
(Hotel-Online) As AI technologies become more prevalent in the hospitality industry, the challenge becomes even more pronounced. How can AI provide efficient, automated service without losing the human touch that makes guest interactions personal and memorable?
My Comment: As long as we’re on the subject of AI, here’s an interesting article about what customers are saying about it. What’s missing is empathy. As AI technologies become more prevalent in all industries (not just hospitality, which is the focus of this article), the human-to-human connection can be lost.
Study: Emotional Bonds Top Discounts in Driving Brand Loyalty by BusinessWire
(MarTech Cube) Bloomreach, the agentic platform for personalization, announced a new research report conducted with EMARKETER, “The Power of Trust and Emotions in Building Customer Loyalty.” Surveying more than 150 marketers, the report highlighted that today’s customers are less brand loyal than five years ago, with more than half of the study’s participants agreeing that marketing with an emotional message would resonate more than transactional or financial incentive-based marketing.
My Comment: How do you create loyalty? Create an emotional connection. Amanda Cole, CMO at Bloomreach, an agentic platform for personalization, sums it up well: “What truly drives lasting relationships is the emotional connection brands forge with consumers through personalized experiences… Companies that invest in understanding and responding to their customers’ emotional needs go beyond creating loyalty programs because it’s the thing to do – they’re creating brand advocates.” This article emphasizes the emotional connection, trust, and several other topics you must consider to create customer loyalty.
Five Expert Strategies to Boost Sales and Retain Customers in a Down Market by Rolling Stone Culture Council
(Rolling Stone) In a year marked by continued business closures and shrinking profit margins, declining sales remain one of the toughest challenges for companies trying to stay afloat. To regain stability, businesses must move beyond surface-level fixes and focus on proven strategies that drive revenue and strengthen customer loyalty.
My Comment: The market is down. There’s a lot of uncertainty about the short-term future. Consumers are concerned, if not downright scared. This article features five members of the Rolling Stone Culture Council who share their strategies and tactics on how to increase sales and keep customers coming back. By the way, these ideas are also great for doing the same in good financial times, as well!
Do You Focus on Volume Customers or Valued Customers? by Annette Franz
(CustomerThink) In today’s business environment, not all customers are created equal – nor should they be treated as such. While every customer contributes to a brand’s success in some way, understanding the difference between valued customers and volume customers is critical for building sustainable growth.
My Comment: Annette Franz is one of my favorite customer service and experience experts. In this excellent article, she shows the difference between volume customers, who may buy a lot but are transactional and have little or no loyalty, and valued customers, who are loyal, refer others, and are emotionally connected to the brand. It probably doesn’t come as a surprise that, over time, the valued customer is more profitable.
BONUS
Shep Hyken on Strengthening Customer Experience during Uncertain Times by Jasmine Daniel
(CBT News) Transparency is the most essential tool dealers have right now. Hyken encourages dealers to clearly explain why prices are rising and which specific components are impacted. Rather than avoiding the conversation, being upfront about the reasons behind price increases helps build long-term trust.
My Comment: I’m honored (again) to have been interviewed by Jim Fitzpatrick on CBT News. This article summarizes the interview, which is about how to strengthen customer experience when companies are forced to raise prices due to inflation and tariffs. Be sure to watch the video, 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.
What Are the Results from GenAI in Customer Service? Case Studies from Verizon, ING & United Airlines by Rebecca Sentance
(Econsultancy) From improved customer satisfaction to an uplift in sales, we examine three companies who have successfully applied GenAI in customer service alongside the takeaways from their usage.
My Comment: It’s not the topic of the day. It’s the topic of the year (and also last year). It’s GenAI, and it continues to improve. When used the right way, great results are achieved. Here are case studies from three recognizable brands and how they have found success using AI to create better customer service.
What 73% of Consumers Say About AI and the Customer Experience by John Smallwood
(Hotel-Online) As AI technologies become more prevalent in the hospitality industry, the challenge becomes even more pronounced. How can AI provide efficient, automated service without losing the human touch that makes guest interactions personal and memorable?
My Comment: As long as we’re on the subject of AI, here’s an interesting article about what customers are saying about it. What’s missing is empathy. As AI technologies become more prevalent in all industries (not just hospitality, which is the focus of this article), the human-to-human connection can be lost.
Study: Emotional Bonds Top Discounts in Driving Brand Loyalty by BusinessWire
(MarTech Cube) Bloomreach, the agentic platform for personalization, announced a new research report conducted with EMARKETER, “The Power of Trust and Emotions in Building Customer Loyalty.” Surveying more than 150 marketers, the report highlighted that today’s customers are less brand loyal than five years ago, with more than half of the study’s participants agreeing that marketing with an emotional message would resonate more than transactional or financial incentive-based marketing.
My Comment: How do you create loyalty? Create an emotional connection. Amanda Cole, CMO at Bloomreach, an agentic platform for personalization, sums it up well: “What truly drives lasting relationships is the emotional connection brands forge with consumers through personalized experiences… Companies that invest in understanding and responding to their customers’ emotional needs go beyond creating loyalty programs because it’s the thing to do – they’re creating brand advocates.” This article emphasizes the emotional connection, trust, and several other topics you must consider to create customer loyalty.
Five Expert Strategies to Boost Sales and Retain Customers in a Down Market by Rolling Stone Culture Council
(Rolling Stone) In a year marked by continued business closures and shrinking profit margins, declining sales remain one of the toughest challenges for companies trying to stay afloat. To regain stability, businesses must move beyond surface-level fixes and focus on proven strategies that drive revenue and strengthen customer loyalty.
My Comment: The market is down. There’s a lot of uncertainty about the short-term future. Consumers are concerned, if not downright scared. This article features five members of the Rolling Stone Culture Council who share their strategies and tactics on how to increase sales and keep customers coming back. By the way, these ideas are also great for doing the same in good financial times, as well!
Do You Focus on Volume Customers or Valued Customers? by Annette Franz
(CustomerThink) In today’s business environment, not all customers are created equal – nor should they be treated as such. While every customer contributes to a brand’s success in some way, understanding the difference between valued customers and volume customers is critical for building sustainable growth.
My Comment: Annette Franz is one of my favorite customer service and experience experts. In this excellent article, she shows the difference between volume customers, who may buy a lot but are transactional and have little or no loyalty, and valued customers, who are loyal, refer others, and are emotionally connected to the brand. It probably doesn’t come as a surprise that, over time, the valued customer is more profitable.
BONUS
Shep Hyken on Strengthening Customer Experience during Uncertain Times by Jasmine Daniel
(CBT News) Transparency is the most essential tool dealers have right now. Hyken encourages dealers to clearly explain why prices are rising and which specific components are impacted. Rather than avoiding the conversation, being upfront about the reasons behind price increases helps build long-term trust.
My Comment: I’m honored (again) to have been interviewed by Jim Fitzpatrick on CBT News. This article summarizes the interview, which is about how to strengthen customer experience when companies are forced to raise prices due to inflation and tariffs. Be sure to watch the video, 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 April 21, 2025 05:28
April 16, 2025
I Quote Dead People

I responded, “That’s funny. I quote dead people.” He looked at me strangely. He laughed. We’re both speakers, and we often use motivational quotes to emphasize our points. I told him the story of a client who felt one of my quotes was outdated. She said, “Nobody knows who you were referring to,” even though I prefaced the quote by mentioning that most of the audience wouldn’t recognize the actor I was about to quote, but that what he said was still relevant.
I could have quoted my father, my third-grade teacher, the 16th president of the United States or Aristotle, who died in 322 B.C. The point is, it doesn’t matter if the person is recognizable, living or dead. It’s what we can learn from them.
So my line, “I quote dead people,” is now in my standard explanation prior to quoting someone who has passed and whose name may not be recognizable. Here are six of my favorite quotes I’ve used in customer service and experience keynote speeches:
Leonardo da Vinci said, “Simplicity is the ultimate sophistication.” Companies that are easy to do business with will win over competitors that offer complicated, cumbersome and inconvenient experiences.
Aldo Gucci said, “Quality is remembered long after price is forgotten.” Our customer service research shows that people will pay more for a quality experience.
Zig Ziglar said, “You can have everything in life you want, if you will just help other people get what they want.” Help your customers get what they want – not always what you want to sell them – and they will reciprocate by giving you business.
The 16th president of the United States, Abraham Lincoln, said, “Give me six hours to chop down a tree, and I will spend the first four sharpening the axe.” There are many ways you can interpret this. I’ll go with the importance of preparation. When you have an important meeting, your customers deserve your best. Take time to prepare!
Sam Walton, the founder of Walmart, said, “There is only one boss. The customer. And he can fire everybody in the company from the chairman on down, simply by spending his money somewhere else.” Keep that in mind each and every time you’re interacting with a customer.
Tony Hsieh, the founder of Zappos, said, “Customer service shouldn’t be a department, it should be the entire company.”
I’ve quoted many great minds of the past – some well-known, others less recognized. Their words can be powerful, educational and inspiring. But no matter who said them, always give credit where it’s due. Why? Because it’s the right thing to do, and as Dr. Martin Luther King Jr. wisely said, “The time is always right to do the right thing.”
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 April 16, 2025 05:03
April 14, 2025
How to Get an Endless Stream of Customers with Marcus Sheridan
This episode of
Amazing Business Radio with Shep Hyken
answers the following questions and more:
Why is building trust important in business?
How to get more customers?
How can businesses stand out at the beginning of the buyer’s journey?
Why is it important for businesses to adapt to buyers’ changing behaviors and needs?
How has the shift to online research influenced how businesses approach customer interactions?
Top Takeaways
The more you know what your customers want, the better you can serve them. Your customers’ questions help you understand what they want, including their fears and concerns.
Becoming a teacher in your industry helps you establish yourself as an expert and builds trust with your audience.
Using content to showcase unique aspects of a business can be a game-changer. Demonstrating processes, sharing behind-the-scenes looks, or providing valuable insights into products can capture the attention and trust of potential customers.
Trust will always be critical in business. Continuously working towards being credible and trustworthy in the eyes of your customers will future-proof your business.
Marcus shares The Four Pillars of a Known and Trusted Brand:
Pillar #1. You’ve got to be willing to talk about what others in your industry aren’t willing to talk about.
Pillar #2. You’ve got to be willing to show what others in your space aren’t willing to show.
Pillar #3. You’ve got to be willing to sell in a way that nobody’s willing to sell.
Pillar #4. You’ve got to be more human in this time of AI and technology.
Plus, Marcus shares actionable tips on applying the four pillars in your business to make your brand stand out. Tune in!
Quotes:
“80% of the buyer’s journey is done before they fill out that form on your website or call you. If you want to win during that period, you can’t be like everyone else.”
“If you want to build an extraordinary brand, you must be willing to do things differently than the marketplace. So many rules are meant to be broken, so break the rules of your space.”
“We are all in the business of trust. Become the voice of trust for your customers, and your business and brand will be built to last.”
About:
Marcus Sheridan is a communication expert, keynote speaker, co-founder of PriceGuide.ai, and the co-founder of The Question First Group. He is the bestselling author of They Ask, You Answer: A Revolutionary Approach to Inbound Sales, Content Marketing, and Today’s Digital Consumer. His latest, Endless Customers: A Proven System to Build Trust, Drive Sales, and Become the Market Leader, 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 .
Why is building trust important in business?
How to get more customers?
How can businesses stand out at the beginning of the buyer’s journey?
Why is it important for businesses to adapt to buyers’ changing behaviors and needs?
How has the shift to online research influenced how businesses approach customer interactions?
Top Takeaways
The more you know what your customers want, the better you can serve them. Your customers’ questions help you understand what they want, including their fears and concerns.
Becoming a teacher in your industry helps you establish yourself as an expert and builds trust with your audience.
Using content to showcase unique aspects of a business can be a game-changer. Demonstrating processes, sharing behind-the-scenes looks, or providing valuable insights into products can capture the attention and trust of potential customers.
Trust will always be critical in business. Continuously working towards being credible and trustworthy in the eyes of your customers will future-proof your business.
Marcus shares The Four Pillars of a Known and Trusted Brand:
Pillar #1. You’ve got to be willing to talk about what others in your industry aren’t willing to talk about.
Pillar #2. You’ve got to be willing to show what others in your space aren’t willing to show.
Pillar #3. You’ve got to be willing to sell in a way that nobody’s willing to sell.
Pillar #4. You’ve got to be more human in this time of AI and technology.
Plus, Marcus shares actionable tips on applying the four pillars in your business to make your brand stand out. Tune in!
Quotes:
“80% of the buyer’s journey is done before they fill out that form on your website or call you. If you want to win during that period, you can’t be like everyone else.”
“If you want to build an extraordinary brand, you must be willing to do things differently than the marketplace. So many rules are meant to be broken, so break the rules of your space.”
“We are all in the business of trust. Become the voice of trust for your customers, and your business and brand will be built to last.”
About:
Marcus Sheridan is a communication expert, keynote speaker, co-founder of PriceGuide.ai, and the co-founder of The Question First Group. He is the bestselling author of They Ask, You Answer: A Revolutionary Approach to Inbound Sales, Content Marketing, and Today’s Digital Consumer. His latest, Endless Customers: A Proven System to Build Trust, Drive Sales, and Become the Market Leader, 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 April 14, 2025 23:00
April 13, 2025
Top 5 Customer Service & CX Articles for Week of April 14, 2025
Each week, I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comments about each article and would like to hear what you think too.
Bridging Generations: How Personalization and Proactivity Shape CX by Brian Higgins
(TotalRetail) Here’s a strategy to please everyone from every generation. It starts with the two Ps: personalization and proactivity.
My Comment: Our opening article is about personalization. Not all customers are the same. Some are dramatically different. In this article, we learn from Verizon‘s CXO about how AI can help gather information about a customer to create an experience where the customer feels recognized and known.
Ask Jill! How employee feedback surveys fuel customer experience excellence by Jill Raff
(Nation’s Restaurant News) How employee surveys can help you ensure your team feels heard and empowered.
My Comment: I’ve often written, “What’s happening inside an organization is felt on the outside by the customer.” It doesn’t matter what kind of business you are in – retail, B2B, restaurants, etc. – employees can make or break the customer’s positive perception of doing business with you. While many companies survey customers to find out how they are doing, few survey their employees. That’s why, as the title of this article implies, employee feedback can fuel customer experience.
5 areas where businesses need to improve their customer experience by Mike Pastore
(MarTech) Businesses need to decrease customer effort if they want to improve the perception of their brand, and better search and AI experiences can help, according to a new report.
My Comment: Here are several reminders about important areas that all companies should pay close attention to. Done well, the customer’s impression of the company is positive. Two of the five ideas stood out to me: The website experience is often overlooked. It can be a beautiful website, but if it’s not easy for the customer to navigate, the effort to make the website look beautiful is wasted. I also want to emphasize the fourth idea, self-service expectations. Be sure you’re meeting your customers’ needs in this area. Some demand it, or they will choose to do business elsewhere.
3 Winning Brands, 3 Unique Approaches to Member Retention by Josh Liberatore
(Athletech News ) ATN breaks down how three top brands across different sectors of the industry – boutique fitness, big-box gyms and luxury lifestyle – are winning members over by creating a special and unique atmosphere.
My Comment: I love learning from different companies and industries. For example, one of the articles in this week’s roundup is about restaurants. Any business can use the ideas shared, and that is also the case with this article about the fitness industry. Here are three ways fitness centers keep their members/customers coming back. (I love the second example where Chuze Fitness, a chain with 50 locations) brings hospitality into the gym.
Back to Basics: What Is Customer Experience? by Jeannie Walters
(LinkedIn) Today, I’d like to introduce you to three tools that can help you create a foundation of Customer Experience Success.
My Comment: Let’s wrap up this week’s Top Five roundup with an article from one of my favorite CX experts, Jeannie Walters. She shares a “back to basics” article that will remind us of what CX is all about, along with some actionable ideas.
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.
Bridging Generations: How Personalization and Proactivity Shape CX by Brian Higgins
(TotalRetail) Here’s a strategy to please everyone from every generation. It starts with the two Ps: personalization and proactivity.
My Comment: Our opening article is about personalization. Not all customers are the same. Some are dramatically different. In this article, we learn from Verizon‘s CXO about how AI can help gather information about a customer to create an experience where the customer feels recognized and known.
Ask Jill! How employee feedback surveys fuel customer experience excellence by Jill Raff
(Nation’s Restaurant News) How employee surveys can help you ensure your team feels heard and empowered.
My Comment: I’ve often written, “What’s happening inside an organization is felt on the outside by the customer.” It doesn’t matter what kind of business you are in – retail, B2B, restaurants, etc. – employees can make or break the customer’s positive perception of doing business with you. While many companies survey customers to find out how they are doing, few survey their employees. That’s why, as the title of this article implies, employee feedback can fuel customer experience.
5 areas where businesses need to improve their customer experience by Mike Pastore
(MarTech) Businesses need to decrease customer effort if they want to improve the perception of their brand, and better search and AI experiences can help, according to a new report.
My Comment: Here are several reminders about important areas that all companies should pay close attention to. Done well, the customer’s impression of the company is positive. Two of the five ideas stood out to me: The website experience is often overlooked. It can be a beautiful website, but if it’s not easy for the customer to navigate, the effort to make the website look beautiful is wasted. I also want to emphasize the fourth idea, self-service expectations. Be sure you’re meeting your customers’ needs in this area. Some demand it, or they will choose to do business elsewhere.
3 Winning Brands, 3 Unique Approaches to Member Retention by Josh Liberatore
(Athletech News ) ATN breaks down how three top brands across different sectors of the industry – boutique fitness, big-box gyms and luxury lifestyle – are winning members over by creating a special and unique atmosphere.
My Comment: I love learning from different companies and industries. For example, one of the articles in this week’s roundup is about restaurants. Any business can use the ideas shared, and that is also the case with this article about the fitness industry. Here are three ways fitness centers keep their members/customers coming back. (I love the second example where Chuze Fitness, a chain with 50 locations) brings hospitality into the gym.
Back to Basics: What Is Customer Experience? by Jeannie Walters
(LinkedIn) Today, I’d like to introduce you to three tools that can help you create a foundation of Customer Experience Success.
My Comment: Let’s wrap up this week’s Top Five roundup with an article from one of my favorite CX experts, Jeannie Walters. She shares a “back to basics” article that will remind us of what CX is all about, along with some actionable ideas.
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 April 13, 2025 23:00