Shep Hyken

Customers don’t expect perfection. What they do expect is to be heard. When someone takes time to share feedback, acknowledge it, act on it, and let them know what you did. That final step is where many companies fall short. When customers see their feedback led to action, trust grows, and that’s often enough to earn another chance. hyken.com/customer-servi… #customerfeedback #customerexperience #customersatisfaction

When you find a way to dramatically exceed your customer’s expectations, let them know it. Exploit it. Do it right, and you’ll get two Moments of Magic for the price of one.

65% of companies declare their AI initiatives successful, yet almost the same percentage see little to no value added to their bottom line. This disconnect highlights a critical challenge in measuring the true impact of AI on business outcomes. This disconnect reveals a critical issue: many organizations are measuring the wrong things when it comes to AI deployment, mistaking implementation for genuine impact. Why does this gap exist, and what can leaders do to bridge it? On this week's Amazing Business Radio, we have @jefffettes, founder and CEO of @wearelaivly. He talks about how organizations can integrate AI across the entire customer service journey to empower agents and advance business goals rather than relying on vanity metrics. Plus, Shep Hyken and Jeff Fettes discuss more stats and insights from The AI Paradox: Everyone Thinks They’re Winning. Tune in! hyken.com/amazing-busine… #artificialintelligence #AI #customerexperience

By anticipating concerns, needs, and problems ahead of time and by taking action early, you can show customers and employees alike exactly where you’re headed: into the cult of amazement.

In this week's top 5, we read about human-led customer service, data transparency, loyalty, personalization, and more. hyken.com/customer-exper… #customerservice #customerexperience #CX

Be proactive—and even a little dramatic—in letting everyone in your organization know about your organization’s top priorities.

Natalie Beckerman’s new book, When Did You Stop Caring?, asks a question every business leader should consider. Not because leaders don’t care. They do. But somewhere along the way, many organizations have become so focused on efficiency, automation and cost reduction that customers feel the companies they once loved doing business with don’t care about them. The experience makes customers feel as if they matter less. Read more: forbes.com/sites/shephyke… #customerservice #customerexperience #CX

Confirmation e-mails are not only acceptable but also essential if you hope to instill confidence in your prospects and customers. Send them! E-mail is a powerful tool that helps you let your customer know, every step of the way, exactly what is happening with an order.

Public reviews boost your credibility and make your business stand out, convincing new customers to choose you over the competition. Tune in to this week's Amazing Business Radio! This week, we have Daniel Vivarelli, founder of @HelloStarloop. He discusses return on investment in good customer reviews. Linen in: hyken.com/amazing-busine… #customerfeedback #customerreviews #CX

Confirm (and occasionally reconfirm) your customers’ requests, and you will win their confidence.

Have you ever looked at a product online and wondered, "Why is this so inexpensive?" or "What's the catch?" In this episode of the Super Amazing Show, @brittanyhodak and I share a simple strategy that helps build trust before customers even ask a question. We look at how Quince addresses one of the biggest concerns online shoppers have by proactively explaining why their prices are lower than many competitors. Instead of waiting for customers to be skeptical, they answer the question upfront. The lesson goes far beyond pricing. Every business has something customers may be curious about, whether it's speed, quality, convenience, service, or value. When you explain the "why" behind what you do, you remove uncertainty and create confidence. Watch this quick episode to learn how transparency can become one of your strongest customer experience strategies. youtu.be/5e4ivwwb4-k?si… #customerservice #customerexperience #CX

Be proactive with your follow-through. This gives you the opportunity to know everything has been taken care of and allows you to respond to any problems or complaints.

People don't just buy tickets. They buy memories. The PGA Tour's fan-first approach proves that when you create experiences worth talking about, customers become loyal advocates. Read more: customerexperiencedive.com/news/pga-tour-… #CustomerExperience #CX #CustomerLoyalty

The best musicians and bands don’t create one hit and disappear. They consistently deliver music that their fans love. The best companies do the same thing, turning first-time customers into loyal fans who come back, spend more, and tell others about you. youtu.be/Cjfb4N0ODHE?si… #customerservice #customerexperience #CX

Anticipate the customer’s questions. Give customers answers before they even have a chance to ask.

Great customer service doesn't come from agents who need permission for every decision. It comes from confident employees who are trained, trusted, and empowered to solve problems. Stop hand-holding. Your customers and your team will thank you. #CustomerService" target="_blank" rel="nofollow noopener">callcentrehelper.com/stop-hand-hold… #CX #Leadership

Most companies have standard operating procedures for just about everything. That’s good. Processes create consistency, efficiency and predictability. But what happens when a customer’s situation doesn’t fit into the process? hyken.com/customer-servi… #customerservice #customerexperience #CX

Remember that customers love to be contacted by the owner of the company or some other high-level executive.

What if every review your business received could help grow your reputation…and a forest? In this episode of Amazing Business Radio, I spoke with Daniel Vivarelli, founder of @HelloStarloop, about how businesses can turn customer reviews into their most valuable trust signal. For many companies, reputation has become synonymous with brand. Actively gathering and responding to reviews is no longer optional. It is essential for growth and credibility. Plus, Shep and Daniel discuss how planting a tree for every review motivates customers and benefits businesses. Tune in! hyken.com/amazing-busine… #customerservice #customerexperience #CX

Look for opportunities to connect voice to voice or face to face with your clients and customers before you deliver your service or product.