Shep Hyken

Some customers may be experiencing Moments of Misery that are your fault. Remember that you want customers to complain when they are unhappy, because once you know they are unhappy, you can take action to turn the Moment of Misery into a Moment of Magic!

Customer expectations aren’t just rising. They’re evolving. In my latest conversation with @cxtodaynews, we explore the customer service trends shaping 2026, including AI, trust, and the importance of respecting your customer’s time. Watch the full conversation here: cxtoday.com/tv/customer-se… #CustomerExperience #CustomerService #CX #Leadership

Brittany Hodak and I were talking about AI in customer service, and the real opportunity isn’t replacing people. It’s making things easier. Easier for your customers. Easier for your employees. In this episode of the Super Amazing Show, we share two simple ways companies can use AI right now to improve the experience for everyone involved. youtu.be/8-_cq-6oJds?si… #customerservice #customerexperience #CX

@Hyken TRUTH!!!

Some of your customers may be facing unexpected problems that are not your organization’s fault. They can cause stress and anxiety. Use these situations as opportunities to demonstrate your willingness to take creative action on the customer’s behalf.

In one word, what problem do we solve? In one word, what causes the problem that we solve? Businesses that define the problem they solve in one word create clarity around their value, making it easier for customers to understand what they do and align their messaging, decisions, and customer experience around solving that problem. youtu.be/YgUcyaVmqdQ?si… #customerservice #customerexperience #CX

What do customers like to talk about? Themselves! Talk about them and their lives, not just business. It can be a 5 or 10-second interaction, but it helps break the ice. For example, say, "I hear a dog barking in the background. What kind of dog do you have?” - Shep Hyken #quote

If you are in a refund situation, try to apply it to future business. This may get the customer back in the door and give you the opportunity to do it right the next time.

If you’re not delivering consistency, you’re losing customers. In my latest interview with @MyASBN, I share why 96% of customers say quality matters more than service, why convenience beats friendliness, and why trust is the ultimate loyalty driver. asbn.com/small-business… #CustomerExperience #CX #Leadership

How can we make our customer experience better? That’s a fair question, and there are plenty of ways to do so. But rather than tell you all the things to do, I’m going to tell you what not to do, because even if you do what I tell you to do, any of the 10 reasons below will send your seemingly happy customers to the competition. hyken.com/customer-servi… #customerservice #customerexperience #CX

When structuring a refund or credit, try to connect it to the customer’s hot button issue. This isn’t about making a concession just to make a customer happy; it’s about positioning the refund or credit as a direct response to the problem or complaint.

“AI is going to be the savior of personalization." Alex Levin, CEO and co-founder of @regal_ai, is on this week's Amazing Business Radio! He talks about how AI-driven voice technology is transforming customer experience by making brand interactions more personal, efficient, and human-like. Plus, Shep and Alex discuss how brands that are early adopters of advanced AI voice agents will set a new benchmark for customer expectations. Tune in! hyken.com/amazing-busine… #customerexperience #artificialintelligence #AI

Customer support is not only important to the success and health of a business, but is also a revenue generator. It’s surprising how many leaders get it wrong. In this @Forbes article, our CEO Sam Wilson and CX Expert Shep @Hyken want customer support employees to finally be paid their due respect. And be paid their due salary. Not just for retention's sake, but because 68% of US customers still prefer phone. You need your agents to be well supported. Read the full article on Forbes: forbes.com/sites/shephyke…

Sometimes recovery happens before an anticipated problem takes place. This requires thinking ahead. Look for ways to think ahead on behalf of your customer!

In this week's top 5, we read about customer-centered strategy, the best podcasts for support experience leaders, and more. hyken.com/customer-exper… #customerservice #customerexperience #CX

Great customer experiences have always depended on great agents. AI is helping scale that expertise so more interactions feel just as strong as the best ones. Watch the full webinar with @Hyken and Michele Carlson on the Top 10 AI trends shaping customer experience in 2026: bit.ly/4aMi627

Keep things simple for employees. Let them use their best judgment at all times when it comes to solving problems for customers.

Are you focusing too much on features and not enough on your customers? In this week's episode with Sam Wilson, Chief Executive Officer of @8x8, you'll learn why tech companies need to shift their mindset from features to people. Tune in! hyken.com/amazing-busine… #CustomerExperience #AI #CX

When your company faces an unfortunate situation, the goal is not only to fix the problem at hand but also to restore confidence. Doing the right thing may cost a little more than expected, but this may be what it takes to create customer loyalty.

AI is a powerful tool, but it’s only as good as the strategy behind it. I recently interviewed Vinod Muthukrishnan, vice president and general manager of @Webex Customer Experience at Cisco, for an episode of Amazing Business Radio. We talked about how AI can make the customer experience more human. Here's what we learned: forbes.com/sites/shephyke… #customerservice #customerexperience #CX