Shep Hyken's Blog, page 9

April 9, 2025

How to Reverse Declining Customer Satisfaction

Customer SatisfactionOne of our subscribers asked, “How can I reverse our company’s declining customer satisfaction ratings?” 

Not knowing specifics about the company, its customer feedback, how long the scores have declined, and other details makes it a difficult question to answer. Still, I felt compelled to share something that could help. What I came up with is a list of three “to-dos” that any company should use to find out what’s causing a downward trend.  

As I was writing down my ideas, I realized that this list could also be used to find out what is causing customer satisfaction to go up. After all, don’t you want to know why customers are happy – and then do more of the same? Think about that as you read my short list. With that in mind, we’ll focus on the question of declining customer satisfaction. 

My first response was three words: Find the friction!  

Often, there are specific places in the customer’s journey that cause a drop in satisfaction. I refer to those as friction points. We want to eliminate or at least mitigate them. So how do you find these places? Three ideas: 

Mystery shop your company. If you want to find out what customers experience, become a customer of your own company. Find out what customers experience during busy times, how long they have to wait on hold, how long it takes for someone to respond to an email and more.  


Ask your customers. Get feedback through surveys and direct communication. When you hear about a complaint, follow up directly with the customer to learn more. Don’t assume it’s a one-off situation. If it’s happening to one customer, it could happen to many. 


Ask your employees . The people working the front line, which includes the customer support team, salespeople and anyone else who interacts directly with customers, hear customer comments, both good and bad. Have ongoing conversations with front liners to learn what they are hearing. 

Learning what customers are experiencing firsthand and having conversations with customers and employees is far different than reading a report. There’s nothing wrong with a report, and I advocate for that as well, but why not both? And once you have the information, don’t just talk about it. Do something about it. Find where there’s friction. Learn what makes customers unhappy. Change what needs to be changed. Then, watch for a trend of declining complaints and start to reap the benefits of rising customer satisfaction.

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 .
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Published on April 09, 2025 06:05

April 8, 2025

Serving Up Elevated Customer Experiences with Michael Cecchi-Azzolina

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:   

What is hospitality mentality? 
What are the differences between technical service skills and the soft service skills (the softer, people-focused side of service)? 
Why is emotional connection important in business? 
What lessons can businesses learn from the hospitality industry? 
How can businesses identify candidates with a natural aptitude for delivering exceptional customer service?

Top Takeaways

The “hospitality mentality” is about the attitude and warmth that staff bring to their roles in serving customers. People crave acknowledgment and kindness, elevating a customer’s experience from good to amazing.  


Customer service is not just about technical execution. Customers resonate with the “soft side” of service, which is all about the emotional connection that makes them feel welcome and motivates them to come back.  


An emotional connection is a powerful tool in hospitality. Customers go to restaurants not just for the food but for the joy and comfort it brings them. When you understand and cater to the customer’s emotional needs, you can generate repeat business and nurture loyalty within your customer base. 


Creating a great customer experience hinges on hiring the right people. Technical skills can be trained for, and experience can be earned. Look for candidates with a people-oriented mindset and a genuine passion for creating great customer experiences.   


Building an amazing customer experience is all about the details. In a restaurant setting, details such as ensuring the music is just the right volume so as not to disrupt the conversation, lighting that sets the perfect mood, and friendly staff that acknowledge customers right away all contribute to the overall experience. 


Kindness can be the golden rule in any industry. It’s a simple yet overlooked way to enhance customer and employee interactions and build loyalty.  


Authentic leaders can transform a business. When owners or managers work alongside their staff, it elevates the whole team’s performance. It improves employee morale and connects with customers, making everyone feel appreciated and special. 


Plus, Michael shares how running a restaurant is like being on a Broadway stage. Tune in!

Quotes:
“If you’ve worked in a restaurant, you can work anywhere.” 

“Don’t just hire based on a resume. A resume might show experience and skill. But it takes a truly special person to understand real hospitality and connect person to person.” 

“It’s all about the hospitality. People want to be acknowledged. They want to be treated kindly, connected, and remembered.”

“Be kind. Be nice. If you start with that, you’re in a winning position.” 

About:

Michael Cecchi-Azzolina has nearly forty years of experience in the restaurant and hospitality industry. He is the owner of Cecchi’s Bar & Grill and author of Your Table Is Ready: Tales of a New York City Maître D’

Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio .
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Published on April 08, 2025 02:56

April 6, 2025

Top 5 Customer Service & CX Articles for Week of April 7, 2025

Each week, I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comments about each article and would like to hear what you think too.
The Inside-Out Blueprint for Customer Experience by Greg Kihlstrom
(CMSWire) Medallia Experience showed how organizations win when culture, AI, and leadership all work in harmony.

My Comment: Just two weeks ago, Medallia Experience 2025 took place in Las Vegas, bringing together CX leaders and practitioners from around the world to discuss the trends, changes, and opportunities in CX. The first article in this week’s Top Five roundup features a recap of how culture, AI, and leadership work to create the best experience (for both employees and customers).
The Top Customer Service Trends and Technologies for 2025: Agentic AI Is Poised to Remake Self-Service by Phillip Britt
(Destination CRM) It’s long been known that excellent customer service is critical for companies’ bottom lines, and the numbers continue to support that. Research from The Harvard Business Review found that customers whose experiences with companies met or exceeded expectations spent 140 percent more than customers who had negative experiences. Additionally, customers with higher satisfaction levels are 74 percent more likely to still be customers a year later, compared to only 43 percent who rate their customer experiences as poor.

My Comment: We’re in April, and there are still articles about top trends for 2025. I appreciated the stats and findings shared in the article, which emphasize the importance of a good CX. Even with the help of AI, there is still much work to be done. And here’s my prediction based on these trends (and what I know about AI). The near future – in less than a year – will see great improvements in CX for the companies who are investing in the new technology and leaving legacy systems behind.
How B2B and B2C Brands Are Winning Hearts with Memory-Driven CX by Annette Franz
(MarTech) The future of CX isn’t just personalized — it’s nostalgic. Learn to use past moments to create deeper customer connections.

My Comment: “Memory-driven CX” is recognizing your customer’s past experiences. When I go to a hotel, and the front desk agent says, “Welcome back. Last time you were here, we had you in a beautiful corner room. Would you like that room again?”, they don’t actually remember me, but the computer does. As that employee looks at the screen, they share knowledge of my prior experience, which enhances this interaction. Smart brands are finding ways to leverage these memories to create experiences that get customers to say, “I’ll be back!”
Customer Journey Management for Next-Gen CX by Nayan Teja
(CX Network) A customer journey is a structured series of interactions between a business (brand) and its customer. The brand designs these interactions to improve customer satisfaction, drive sales, reduce churn or enhance brand loyalty.

My Comment: The author of this article defines the customer journey as “A structured series of interactions between a business (brand) and its customer. The brand designs these interactions to improve customer satisfaction, drive sales, reduce churn, or enhance brand loyalty.” The author then breaks down some key components of the journey and shares some additional ideas. The conclusion is that managing digital-to-physical (and vice versa) journeys is important and necessary to remain competitive and successful.
How to Address Common Customer Service Gaps by Robin Gareiss
(TechTarget) Has customer service gotten worse? Customers and businesses disagree on the answer to that question.

My Comment: This article addresses the gaps in customer service that cause customers to switch companies or brands. It doesn’t surprise me that five of these gaps include AI. Only the fifth one touches on the problems with staff not being properly trained or the need for more people to support live customer support calls or chats. There are other gaps to consider, but this list is a good way to start a conversation around what gaps you might have that push customers away.
BONUS
How Customer Attitudes to AI in Customer Service Are Changing by Robyn Coppell
(Call Centre Helper) AI is playing a growing role in customer service, with more companies integrating it into their support systems. Customers are increasingly using AI to resolve issues, and confidence in its ability to handle complex queries is rising. However, concerns remain about accuracy, and many still expect access to human support when needed.

My Comment: Our good friends at Call Centre Helper interviewed me about the findings in my 2025 customer service and CX research (available by clicking on the link). This is an excellent recap of some of the most important topics and findings in the research, including generational differences in AI, the need for human backup, and more. Here’s a great stat from the video (and the report): 61% of Gen Zs, that’s the younger generation, have successfully used AI for support versus just 32% of Baby Boomers. That’s a BIG difference! Enjoy the video!

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.
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Published on April 06, 2025 23:00

April 1, 2025

Your Call Is Very Important to Us

customer support trendsRecently, I wrote an article about the customer service farce . One of several examples I shared was the line we often hear when calling customer support: “Your call is very important to us.” When we hear it, we hope it’s true. We hope it means that the company is going to respect our time, that someone will pick up the call quickly (versus being put on hold for an unreasonable amount of time), and that the agent we talk to will have the knowledge and skills to answer our question or resolve our complaint, and we’ll not have to repeat our story again and again.

In our most recent customer service and CX research, we asked a number of questions about contact centers that convey the message, “Your call is very important to us.” The answers will make you smile – maybe even laugh. I’ve shared some of these findings from surveys from the previous year. Here are the latest with a couple of new ones. 

Cleaning the Toilet: Nearly four out of 10 customers (39%) say they would rather clean a toilet than call customer support. (That’s gross!) 


A Root Canal Is Better Than This: A third of U.S. customers (34%) would rather visit the dentist than call customer support. (That’s painful!) 


Dinner with In-Laws: Half of the customers (53%) say they would rather have dinner with their in-laws than call customer support. (That could be painful, too!) 


Glossophobia (The Fear of Public Speaking): Even though speaking in public is one of the greatest fears, often ahead of death, one in four customers (26%) would rather speak in front of an audience of 1,000 than call customer support. (Yikes, that’s scary!) 

But seriously … as humorous as some of these findings are, there’s some truth behind them. Consider a few more findings from this year’s report: 

Half of U.S. customers (51%) say that when they call customer support with a question or to resolve a problem, the company does not value their time.  


And speaking of respecting time, over half of the customers we surveyed (55%) say they stopped doing business with a company or brand because it kept them on hold for too long. 


Six out of 10 customers (63%) say they have stopped doing business with a company because of the inability to connect with someone from customer support. 

It sounds like I’m being negative, but the reality is that this information gives me hope – for the companies that get it right. The more serious findings mean that more than half of customers are ripe to switch companies, and if you’re doing it right, they are hopefully going to switch to you.  

Whether your company has just a few dedicated employees to support your customers or a large contact center, this information and the opportunities we take from it are applicable to you. Your customers deserve attention and respect. Don’t make them feel as if their call is NOT very important to 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 .
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Published on April 01, 2025 23:00

March 31, 2025

Building Unbreakable Customer Relationships with Jason Ten-Pow

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:   

What makes an “unbreakable” customer relationship, and how can companies achieve it? 
What are the key components of a tailored customer experience strategy? 
How does digital transformation impact customer experience? 
What common mistakes do businesses make in providing effortless customer experiences? 
How can proactive communication improve customer satisfaction?

Top Takeaways

Businesses that prioritize professionalism in their interactions gain a threefold advantage over their competitors. Being professional is about more than just being polite. It’s about being knowledgeable, reliable, and meeting customer expectations.  


Companies that excel in creating low-effort experiences are four times more likely to outperform their competitors. Make it easy for customers to navigate and interact with your brand, whether online or in person.  


Customers have high expectations, not just from your direct competitors, but from every interaction they have with any brand. Companies must consistently deliver what customers expect to stand out, providing reliable and consistent service.  


Digital interactions are often the first point of contact between a customer and a brand. Companies must design these platforms with the customer in mind. They need to be intuitive, easy to navigate, and filled with up-to-date information.  


One of the biggest challenges customers face when it comes to having a convenient experience is channel jumping or switching between different modes of communication. There should be continuity across channels where customers can transition from one service channel to another without losing their place in the conversation and having to repeat themselves.  


Be proactive in communication, especially during service disruptions. Customers appreciate when businesses reach out with information, including updates before they even have to ask.


Plus, Shep and Jason discuss how different customers have varying expectations based on their demographics and preferences, and why brands must understand these differences and tailor how they engage with them accordingly. Tune in! 

Quotes:
“Because many customer experiences are now digital, you’re not just competing with others in your industry. You’re up against companies that are the gold standard, like Amazon. To build unbreakable relationships, you must meet and exceed those high expectations.”  

“An unbreakable relationship is when you cultivate a lasting, nurtured, and strong relationship with your customers, making them feel so connected that it’s nearly impossible for them to switch to a competitor.” 

“You want to know if a brand prioritizes a customer’s wants, needs, and desires? All you have to do is go to their website and see how difficult it is to find a phone number.” 

About:

Jason Ten-Pow is a research, consulting, and customer experience expert. He is the CEO of bespokeCX, president of ONR, and author of UNBREAKABLE: A Proven Process for Building Unbreakable Relationships with Customers

Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio .
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Published on March 31, 2025 23:00

March 30, 2025

Top 5 Customer Service & CX Articles for Week of March 31, 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.
Survey Shuffle to AI Shuffle: Medallia Wants to Reshape the CX Deck by Dom Nicastro
(CMSWire) “It starts with hiring right to begin with,” Hyken said. “Bad hires equal high churn, which is frustrating and expensive. Good people must then be properly trained and empowered to take care of customers. Finally, employees must be given the right tools they need to take care of customers. If you’re investing in a good CX, it must be supported with a good CX.”

My Comment: The Medallia Experience 2025 conference was just in Las Vegas last week. This article provides a comprehensive overview of Medallia’s contributions to the CX landscape, particularly in the area of CX measurement. Surveys are still a way to get feedback, but AI can do much more as it analyzes all areas of the experience – and not only gives us the numbers but also makes suggestions to improve the experience, eliminate friction, and much more.
How Consumer Feedback Shapes Customer Experience by Jessica Aleman
(FocusGroups.org) Today’s competitive business landscape highlights customer experience as a crucial differentiator across industries. Companies that excel at creating positive and memorable experiences often enjoy higher customer loyalty, increased sales, and a stronger brand reputation. However, truly enhancing the customer service experience requires businesses to remain attuned to their customers’ desires, feelings, and areas for improvement. This is where consumer feedback proves invaluable.

My Comment: And speaking of CX metrics and feedback, here’s an excellent article about consumer feedback. The benefit to getting the feedback allows you to understand customers’ expectations, improve products/services, identify friction, and more. I’ll emphasize that feedback is a gift, but it means nothing if the company doesn’t take appropriate action on the feedback.
Understanding Luxury Customer Experience and Its Essential Elements by Vertu
(Vertu) Luxury customer experience is more than regular customer service. It creates special and unforgettable moments. It makes you feel important with personal attention and custom offers. For example, 89% OF LUXURY BUYERS THINK SERVICE QUALITY MATTERS AS MUCH AS THE PRODUCT. This shows how important great experiences are in this market.

My Comment: This is a comprehensive article about understanding the luxury experience. And if you don’t consider your products and services to be in the “luxury category,” you should still read the article. There are plenty of ideas that can be applied to almost any type of business. I always suggest looking outside of your industry to get ideas on how to be more competitive within your industry.
Accenture Claims “Customer Service Is on the Brink” by Rhys Fisher
(CX Today) As AI and automation reshape customer interactions, businesses that embrace these innovations will be best positioned to build lasting relationships and drive loyalty in an increasingly competitive landscape.

My Comment: This article may be taking the opposite side by claiming customer service on the brink. I won’t argue with the findings, such as 87 % of customers admitted that they were likely to avoid a company after just one bad experience. Or, that almost two-thirds of respondents stated that they had been frustrated or annoyed with at least one recent bad experience. All that means is that we understand what our customers want, and now that we have the information, we must use it to create the experience that gets customers to say, “I’ll be back!”
New Survey Reveals Price Hikes Won’t Break Customer Loyalty. But There’s a Catch. by CXM Editorial
(Customer Experience Magazine) A new global study by UserTesting reveals that brand loyalty does not suffer the consequences of price hikes. On the contrary, customers seem willing to pay more to stay loyal to their favourite brands.

My Comment: Prices are increasing, whether due to inflation or tariffs. How are customers reacting? This brief article presents a positive perspective on the concern of how customers will react to higher prices. The majority of customers will remain loyal to you despite price increases, but you must provide a compelling reason, such as excellent customer service and experience, for them to return.
BONUS
Using Customer Feedback to Improve Agent Performance by Megan Jones
(Call Centre Helper) How well do you use available customer feedback to improve agent performance? Whether it’s positive or negative, directly linking agents to what customers are saying can help to make sure everyone is pulling in the same direction.

My Comment: Our friends at Call Centre Helper have compiled another group of ideas from some of the more notable customer service and CX experts around the world. This time, the topic is using customer feedback to improve contact center agent performance.
25 Best Customer Service Podcasts by Feedspot
(Feedspot) Looking for Customer Service podcasters to listen to or for your outreach campaign to promote your brand or product? Our Customer Service podcasters list is what you need.

My Comment: If you enjoy podcasts – and specifically the topics of customer service and CX – then you are going to love this article which lists the top 25 podcasts on these topics. I’m honored to be part of this list. So, start listening and learning!

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.
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Published on March 30, 2025 23:00

March 25, 2025

The Dollar Convenience Club

Convenience Is a StrategyI just received an email from the Dollar Shave Club. I’ve been a member (as in customer) of the “club” for more than 10 years. I joined the club after watching their irreverent, R-rated (for language) YouTube video that has more than 28 million views. The concept was simple. Pay a small monthly fee and new razor blades are delivered to your mailbox. The member never has to worry about running out of fresh razor blades ever again.  

After giving them a try, I joined the club. For years, I received a package of four blades every month. I never worried about whether they would show up – they always did. It was so convenient, which is the reason for this article.

I’ve written about Dollar Shave Club and convenience before. Nothing new there, but what I want to share is the subject line of the email. It read:

More like Dollar Convenience Club 

There’s nothing special about razor blades, but what makes Dollar Shave Club special is its customer experience model, which is built around convenience. When they first started selling razor blades in 2012, the subscription model was not as popular as it is today. The word “subscription” was tied to newspapers and magazines. Today, almost any business can come up with its own version of a subscription model.  

So, back to Dollar Shave Club. What I love is how they promote convenience as much as, if not even more than, the actual razor blades and other “bathroom needs” – their words, not mine!  

While it is still called Dollar Shave Club, inflation has led to a higher price. Not to worry. Their customers still buy from them. Why?  

Convenience: This is the overarching reason they are in existence. 


Quality products: If the blades weren’t good, it wouldn’t matter if they were called the “Less than a Dollar Shave Club.” Quality is important to them. 


Price: Even though people are willing to pay more for convenience (the proof is in my annual CX research), they have chosen to go the opposite direction and have a low price that’s almost as compelling as the convenient experience.   


Consistency and reliability: Customers know exactly what to expect and when to expect it. The predictable schedule and consistent quality create trust and confidence in the brand.  


Fun: This is a bonus, but who doesn’t like a little fun? Its brand of fun may not be appropriate for everyone, but it is for some companies. Dollar Shave Club’s commercials are funny, which helps them stand out in a crowded market.  

The Dollar Shave Club doesn’t sell better blades. They sell a better experience. And that is the lesson for the day. If your product does what it’s supposed to do and you add the experience that customers want – and for the members of Dollar Shave Club, that’s convenience – you have a winning combination. And like Dollar Shave Club, consider promoting the specific experience.  

So, in addition to promoting what you sell, what experience do you create and promote that makes your customers love you even more? That answer is what will get your customers to say, “I’ll be back!”

Shep Hyken  is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s  customer service and customer experience keynote speeches  and his  customer service training workshops  at  www.Hyken.com . Connect with Shep on  LinkedIn .
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Published on March 25, 2025 23:00

March 24, 2025

Humility Leads to Customer Experience Innovation with John Rossman

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:   

How can businesses avoid settling into mediocrity in customer service? 
What role does humility play in improving a business’s customer experience? 
What is the innovator’s dilemma? 
How can companies ensure they are accurately measuring their customer experience? 
How does the concept of a ‘success trap’ affect a company’s customer service?

Top Takeaways

Humility is critical in recognizing where a business might be falling short. It allows companies to honestly assess their customer service and product offerings and make necessary changes. 


The real risk is setting goals that are too easy and reaching them instead of aiming high and always pushing yourself to do better. Mediocrity becomes the norm when businesses stop striving for greatness and settle for ‘average’ performance. 


Embracing failure as a part of the innovation process can benefit businesses. This mindset allows companies to experiment and take “big bets” that lead to breakthroughs. 


Customer metrics and feedback should not solely focus on the average experience. Paying attention to the outliers who express extreme satisfaction or dissatisfaction helps businesses address significant pain points and improve their overall service, which benefits everyone. 


Having a clear framework and language within a business can help your team know when innovative thinking is expected and when precision in execution is required. A healthy culture encourages employees to innovate and go the extra mile in delivering an amazing customer experience. It also trains employees to implement structured processes that ensure that the consistency and quality of service remain excellent. 


Adopting a mindset of continuous improvement prepares companies for future challenges. Regularly assess your internal processes and external industry trends to identify areas where you can improve.  


Plus, Shep and John discuss the perils of constantly playing defense in business. Tune in! 

Quotes:
“I truly believe in humility as a starting point for change. Recognizing where we fall short with customers is crucial to being able to innovate and thrive.”   

” Refocus your ambition to accomplish what you want to accomplish. Everything starts with the will to be better. That ambition drives innovation and continuous improvement.”   

 “Many companies struggle because they lose the ambition to improve from where they are today. Successful companies, like Amazon, are never afraid to fail. They see failure as a necessary step towards discovering something amazing.” 

“Always have ambition. We’re not always going to hit it, but if you don’t have ambition, you’re on the path towards hitting something below it.” 

 “Let’s not accept mediocrity in how we work together, what we accept from each other, and how we serve our customers.” 

About:

John Rossman is the managing partner at Rossman Partners and the best-selling author of Big Bet Leadership, The Amazon Way, Think Like Amazon, and his latest, The Pig, The Lipstick, and The Playbook of Champions. (Be sure to download the book for free!)  

Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio .

Birdie Ai

 
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Published on March 24, 2025 22:00

Top 5 Customer Service & CX Articles for Week of March 24, 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.
Should AI Be Used To Respond to Customer Reviews? by Tom Ryan
(RetailWire) For the second year in a row, BrightLocal’s Local Consumer Review Survey in a blind test found that a majority of consumers prefer responses to online reviews from businesses created by AI rather than a human.

My Comment: This week’s Top Five roundup begins with an article about AI responding to customer reviews. We interviewed more than 1,000 customers for my annual customer experience research and found that 77% of them say ratings and reviews help them decide to make a purchase. So, companies should do everything they can to ensure their reviews are legitimate, and that includes how a company/brand responds to the review. This article has some great information on how AI helps companies respond, but when it’s obvious it’s not a human, it erodes trust.
Starbucks Raises the Bar on Customer Loyalty with Ad Campaign from Anomaly by Andrea Surnit
(DesignRush) Companies that integrate storytelling, sensory marketing, and customer incentives can cultivate long-term relationships that ultimately drive revenue.

My Comment: Let’s take another lesson from Starbucks. In the past, there have been articles about their loyalty program, but today’s loyalty concept transcends the typical points and perks of frequent purchases. It crosses over to the importance of experiential marketing and experience. This article includes links to the latest commercials released by Starbucks. These are great lessons in understanding what gets people to say, “I’ll be back.”
Why Every Business Should Borrow This Key Strategy from Subscription Services by Brad Olson
(Entrepreneur Media) Subscription models are redefining the patient experience by focusing on access, personalization and seamless customer experiences — offering powerful lessons for businesses across all sectors, including my own within healthcare at large.

My Comment: I’m a big fan of subscription models. For the customer, they don’t have to keep remembering to buy. The products just show up. You no longer run out of razor blades, dog food, and other consumable products used on a regular basis. Software companies recognize the subscription model is far easier for customers to keep up-to-date with the latest versions by paying a monthly or annual subscription. For the business, it’s simple. Subscriptions equal recurring revenue. This article emphasizes the power of a subscription model. From the perspective of a healthcare executive, you’ll learn that this can apply to almost any business.
3 Ways Giving Back Can Make Your Business Even Greater by John Hall
(Inc. Magazine) Giving back has become a central priority for business leaders across industries. No longer satisfied with just a generic pledge to “do good,” more and more brands are adopting concrete practices and initiatives to make a meaningful impact in their communities.

My Comment: Companies that give back attract customers who appreciate them for more than just their products or services. Our research finds that 62% of customers prefer to do business with a brand that has a cause that is important to them, and 35% said they would choose not to do business with a company or brand that doesn’t give back to the community. This article serves up three “giving back” ideas/concepts to help build customer loyalty.
Verizon Is Using AI Agents to Improve Customer Experiences. Here’s How by Rhys Fisher
(CX Today) The autonomous capabilities of agentic AI are tailor-made for an industry that has been trying to embrace more cost-effective, efficient, and human-like artificial methods to communicate with customers for decades.

My Comment: Brian Higgins, Verizon’s Chief Customer Experience Officer, leads a world-recognized brand in its effort to deliver an amazing customer experience. He recognizes the power of leveraging technology (AI) and balancing it with the human-to-human connection. In this article, the author interviews Higgins to learn how Verizon uses technology to best serve its customers.
BONUS
Top Reads to Boost Your Contact Centre Leadership Skills by Stephanie Lennox
(Call Centre Helper) As a contact centre leader, you’re always managing a fast-paced environment while also ensuring your team delivers exceptional service. The pressures are high, the stakes are even higher, and balancing both customer needs and agent performance can sometimes feel like an impossible task.

My Comment: It was a surprise and an honor to see my book, The Amazement Revolution: Seven Customer Service Strategies to Create an Amazing Customer (and Employee) Experience , listed in the recent Call Centre Helper list of top books for contact center leaders. Several other authors are included, including my friend and colleague Brittany Hodak, who collaborated with me on a weekly video tip we call the SUPER Amazing Show .
Shep Hyken on the Power of Reviews: Why Trust and Authenticity Matter in Customer Experience by Jaelyn Campbell
(CBT News) Customer reviews and ratings have become a pivotal factor in purchasing decisions, but how much do consumers really trust them? Renowned customer experience expert and bestselling author Shep Hyken joins us on the latest episode of CBT Now to share key insights from his latest research on the state of customer service.

My Comment: We started this week’s Top Five roundup with an article about using AI to respond to customer reviews and ratings. Let’s wrap up with a “bonus” article and video on the same topic. Jim Fitzpatrick interviewed me on CBT News to talk about the good and bad of reviews. The article is a quick read, but take a few minutes to watch the video.

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.
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Published on March 24, 2025 05:59

March 19, 2025

Five Things Not to Do When Giving Gifts to Customers and Employees

How to Give Gifts to Customers Valentine’s Day was last month. It is a time when you acknowledge the people you love and care about, often with a gift. I’ve written a number of articles about customer and employee gifts on Valentine’s Day and other obvious gift-giving holidays. It seems that the traditional holidays toward the end of the year are when companies or employees typically send or exchange gifts and cards.  

Valentine’s Day is interesting. For personal relationships, it’s almost an obligation to give a gift. While it’s not directed toward professional or corporate relationships, some companies have found a way to have fun and send a card or gift to customers and employees. Unlike personal relationships, the choice to do so is optional. The same goes for other holidays throughout the year. How many companies send their customers or employees gifts for Independence Day or Thanksgiving? Depending on your country, there are plenty of holidays to give gifts outside of the traditional celebrations. 

Just before Valentine’s Day, I was interviewed for an article by Bored Panda about corporate gifts that are “tacky, cheap, and insulting.” This made me reflect on my mentor of gift giving, the late John Ruhlin, author of Giftolog,y and his latest book, Beyond Giftology (released posthumously), who taught me the dos and don’ts of corporate gifting.  

The point of gifting to customers and employees is to be remembered. However, not everyone does it right. So, for this article, I’ll share a few ideas on what NOT to do. 
For Customers: 

Don’t turn your gift into a marketing promotion with logos branded all over the gift. 

For Customers and Employees: 

Be careful about sending food. First, once they eat it, it’s gone and will soon become a distant memory. Second, if the customer or employee is on a specific diet, they may not appreciate or enjoy the gift. 


Be careful about sending alcohol. Unless you know what they will enjoy (such as a favorite bottle of scotch or a special bottle of wine), avoid alcohol. Some choose to abstain from alcohol. Whatever their reason for doing so, you don’t want to appear to be insensitive. 

For Employees: 

Money is nice and a pleasant surprise, but it may be quickly forgotten and considered part of their compensation and not a true gift. Instead, consider giving employees a bonus day (or two) off or an experience, such as tickets to a sporting event or concert. Those are memorable. 


Swag in the form of clothing is nice, and employees are proud to wear a logo on their sleeve but don’t turn your employees into walking billboards of your products and services. Subtle logos are the classy way to go.  

So, those are some of the “don’ts” of corporate gift giving. There are many ways to do it right, and for an over-arching gifting strategy, consider that the gift should be unexpected, appreciated and memorable.  

I’d like to close by mentioning my friend John Ruhlin once more. He left us on August 15, 2024, at the young age of 44. He was the greatest relationship builder I’ve ever met. Everyone who knew him felt a connection. He had many “best friends.” While he was a master at gift-giving for corporate relationships, every gift he ever gave, including his love for his friends, was genuine. John will be missed, but his legacy lives on. Thank you, John, for your gifts, which include knowledge, friendship, and love for all.

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 .
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Published on March 19, 2025 01:01