Shep Hyken·Jun 11, 2025Details Count: How Small Flaws Can Taint the Entire Customer ExperienceHave you ever walked into a restaurant bathroom and found paper towels scattered on the floor or an overflowing trash can? What immediately…
Shep Hyken·Jun 10, 2025The Ecosystem of Customer Relationships with Ryan HamiltonNavigating Multiple Customer Segments, Needs, and Expectations
Shep Hyken·Jun 5, 2025Customer Loyalty: Make Them Remember!Why do customers go back to the companies they love doing business with? That’s what we asked more than 1,000 customers in our annual…
Shep Hyken·May 28, 2025Artificial Incompetence: An Undesirable Version of AI and Other CX RisksI’ve been reviewing my customer experience research, specifically the section on the future of customer service and AI (Artificial…
Shep Hyken·May 27, 2025Building Brand Reputation Through Customer Experience with Ray TitusMaintaining Consistent Customer Service Standards Across Every Location
Shep Hyken·Feb 13, 2025Get Real-Time Feedback & Why It Works!I love talking to other CX experts, especially when they are “in the trenches,” working for companies and organizations that practice what…
Shep Hyken·Jan 2, 2025Three Things You Must Know About How to Deal with Angry CustomersHow to handle angry customers is a topic I’ve covered in the past. Recently, I was interviewed by three different reporters/authors about…
Shep Hyken·Dec 18, 2024The Five Easiest Customer Service Tactics Anyone Can DoIt’s the holiday season, and whatever holiday you choose to celebrate — or choose not to celebrate — gifting is the norm. So, I have a…
Shep Hyken·Sep 25, 2024A CX Lesson from CheersWelcome to our latest video where we uncover valuable customer experience (CX) insights inspired by the iconic TV show Cheers! 🍻
Shep Hyken·Sep 17, 2024Add These 5 Words to Your Job DescriptionsIn this episode, we’ll explore how to enhance your job descriptions with the right words to improve customer service and employee…
