Shep Hyken

You must build experiences that create not merely satisfied but loyal customers—customers who not only return to do business with you but also sing your praises and act as advocates on your behalf.

Most companies focus on solving the problem. The best companies focus on solving the customer first. In this episode, @BrittanyHodak and I share a simple customer service lesson from Sweetwater that every business should pay attention to. It’s a small shift in thinking that can completely change how customers feel after a complaint or bad experience. youtu.be/dPt60mSifYk?si… #customerservice #customerexperience #CX

If you hope to succeed in any meaningful sense of that word, you must understand your customers and appreciate what they want. Without customers, your operation is dead. If you fail to satisfy your customers, they will buy from the competition or maybe simply stop buying.

Intentions are just that, intentions. Without structure or a way to measure intentions, all you have is wishful thinking. youtu.be/0fyGagXZFmg?si… #customerservice #customerexperience #CX

Customers are to businesses what air is to human beings. They are essential for survival yet easy to take for granted. Customers make it possible for us to continue with our business and its purpose.

In the CX world, failure is inevitable. No company or person is perfect, although it’s a lofty goal. There will be complaints and problems. Perfection is not reality. Failure isn’t the problem. Failing to prepare for it is. The best companies don’t just try to avoid mistakes. They design and plan for what happens next when there are mistakes. hyken.com/customer-servi… #customerservice #customerexperience #CX

The customer experience comes in part from service, but in the larger sense, it is everything created by any and all contact with your operation. Your goal is to improve the quality of the customer experience.

The future of customer experience is conversational, not transactional. On this week's Amazing Business Radio, @AaronLCannon, co-founder and CEO of @OutsetAI, talks about how AI-moderated research moves beyond traditional surveys to deliver relevant, nuanced customer feedback and customer-centric experiences. With AI-moderated research, every interaction isn’t just about extracting data. It’s about creating a real exchange of value. The AI adapts, understands the context behind your answers, digs deeper with personalized follow-up questions, and can even trigger actions on your behalf. This isn’t just a smarter way to collect data. It closes the loop. Plus, Shep and Aaron discuss how listening to diverse customer voices can help companies make smarter decisions and gain happier customers. Tune in! hyken.com/amazing-busine… #customerexperience #artificialintelligence #AI

No matter what you do, always do your best. It's the consistent effort to be amazing that creates confidence. When you make a habit of amazing the people you work with, you'll inevitably end up amazing your customers.

In this week's top 5, we read about the impact of empathy in customer experience, personalization, and artificial intelligence. hyken.com/customer-exper… #customerservice #customerexperience #CX

Create a program for employees to recognize, acknowledge, and reward their peers for superior service. Encourage employees to display the cards they receive in their work area. This kind of public praise creates a sense of fulfillment!

Is it easy for customers to do business with you? Hear how the right AI makes every interaction seamless and human, straight from John Kim, CEO of Delight.ai, on this week's Amazing Business Radio! Listen. hyken.com/amazing-busine… #CX #AI #customerengagement

Build and support a culture that supports flexibility in the workplace. This flexibility could express itself in terms of scheduling, working from home, or even the décor in an employee's workspace. Leverage this culture to attract and retain the best talent.

Customers don’t just react to your experience. They reflect it. forbes.com/sites/shephyke… #customerservice #customerexperience #CX

Give your most creative people the opportunity to spend at least part of their time on projects they choose that will also create value for the customer. This approach focuses on the employee's uniqueness. As a result, you will have more engaged & fulfilled employees.

Most great customer experiences don’t come from big, expensive ideas. They come from simple moments done really well. In this episode, @BrittanyHodak and I share a story that proves how one small gesture can turn an ordinary interaction into something unforgettable. youtu.be/to694m0ssXY?si… #customerservice #customerexperience #CX

Engage your employees the way you want them to engage your customers, and you will start to create employee loyalty.

The contact center of the future is evolving quickly, and preparing agents for that future starts now. I’m honored to be featured by @callcentrehelp to share thoughts on how AI, innovation, and changing customer expectations are reshaping the skills agents need to thrive. Read the article here: callcentrehelper.com/preparing-your… #CX #ContactCenter #AI

Friction will drive customers away. Convenience will get them to return. youtu.be/_NgQ9EURma4?si… #customerservice #customerexperience #CX

Make changes in your organizational terminology with words like "member" and "club" that will help keep both staff and customers focused on expectations of a high level of service.