Shep Hyken

Customer Service and Experience Expert | Keynote Speaker | NYT Bestselling Author | Shep helps companies deliver AMAZING customer service experiences!

[Shep Hyken @Hyken]

What happens if the number of customers you lose starts growing faster than the number you can replace? That’s when churn becomes a problem. No company keeps customers forever, and not all churn is preventable.

But some of it is.

A bad experience, poor service, an unresolved complaint, an employee who didn’t seem to care, or a difficult process can all keep customers from coming back, and these are often within our control.

Don’t just measure how many customers are leaving. Understand why they are leaving. Look for patterns. Pay attention to the reasons you can control, and fix them. 

https://t.co/jScNa9N3vn #customerservice #customerexperience #CX

[Shep Hyken @Hyken]

Sometimes a creative promotion can also be a great after-experience. For this to happen, the promotion must be appreciated, must make the customer reflect on a recent positive experience, and must create a sense of anticipation.

[Shep Hyken @Hyken]

Sometimes, what we think customers want and what they actually want are two very different things.

In this episode of Amazing Business Radio, I talk with Stefan Thomke about the importance of experimentation, testing ideas, and using data to make better customer experience decisions.

The best companies don't just rely on what they think will work. They test their ideas, learn from the results, and make improvements based on what customers actually experience.

Plus, we discuss more insights from The Scientific Mindset: How Thinking Scientifically Drives Better Business Decisions. Tune in!

https://t.co/uUbyhxCq3i #customerservice #customerexperience #CX

[Shep Hyken @Hyken]

A thoughtful, well-chosen, and unexpected contact during slow times or in the off-season can create a memorable after-experience.

[Shep Hyken @Hyken]

In this week's top 5, we read about best-practice CX metrics, customer experience as a competitive advantage, customer loyalty, and more.

https://t.co/t56yYPJcMK #customerservice #customerexperience #CX

[Shep Hyken @Hyken]

@tom_peters In 1983, I bought three books prior to writing my first speech. Your book, In Search of Excellence, was one of those three. Thanks!

[Shep Hyken @Hyken]

People do business with people. Companies don’t solve problems. People do.

[Shep Hyken @Hyken]

Take responsibility for the situation, even if it isn’t your fault. If you choose a company to ship a package and the shipping company loses it, remember who chose the shipping company.

[Shep Hyken @Hyken]

What if one of the best ways to build customer loyalty is simply reminding customers about the great moments they've already had with your brand?

Brittany and I talk about a strategy that companies like Spotify and American Airlines use so well: the year-in-review recap.

People love looking back at their favorite moments, milestones, and memories. The same idea can work for your business too.

In this episode, we share why creating a personalized customer recap can strengthen relationships, spark conversations, and encourage customers to keep doing business with you in the year ahead.

https://t.co/hmMwxsdtFN #customerloyalty #customerservice #customerexperience

[Shep Hyken @Hyken]

Making the sale is one thing. Giving customers a reason to come back is another.

A great customer experience doesn't end when the customer drives off the lot. Every interaction that follows matters, from the finance office to the service department.

Consistency is what builds loyalty. One frustrating experience can undo an otherwise great one.

Thanks to @CarBizToday for the conversation! Read more: https://t.co/kqtNmUxmit #customerloyalty #customerservice #customerexperience

[Shep Hyken @Hyken]

How is AI changing the customer purchase experience?

Customers have always experienced some level of buyer anxiety, especially with larger purchases. AI gives them more information than ever, but that doesn’t necessarily eliminate the anxiety. Sometimes it creates more of it. So recognize the pressure customers may be putting on themselves and help eliminate it.

Give them confidence. That’s another important customer experience skill in this new era of AI.

https://t.co/31KnJRqgyx #customerservice #customerexperience #CX

[Shep Hyken @Hyken]

How refreshing would it be for a company you do business with to promise that you will always have 100% real customer service, as in interacting with real humans?

AI can make things faster, easier, and more convenient. Use it where it makes sense, but don’t let efficiency get in the way of connection. Give customers the choice of technology or a live person.

As more companies embrace AI, being easy to reach, being human and REAL may become more than good customer service. It may be the competitive advantage that makes customers say, “I’ll be back!”

https://t.co/W5I1At4Vl4 #customerservice #customerexperience #CX

[Lisa J. Martin🦋 @LisaLisajm5]

AI isn’t replacing people; it’s amplifying them. Industry analyst @Hyken recently spoke with @Five9 CMGO Jay Lee about how AI is changing the contact center. Read Shep’s full take via @Forbes: https://t.co/1GIdhGVWjy

[Shep Hyken @Hyken]

Give your customers something to talk about.

It's more than the product or service you offer. It's the experience you create.

This week on Amazing Business, dentist and entrepreneur Michael Filosi shares how thoughtful customer experiences can differentiate a business and build lasting loyalty.

Plus, we discuss Will Guidara’s book Unreasonable Hospitality and how businesses outside the restaurant industry, including dentistry, can apply its ideas. Tune in!

https://t.co/8qutGncbFF #customerservice #customerexperience #CX

[Shep Hyken @Hyken]

Never allow people who are counting on you to feel ignored. Take responsibility for every exchange. Engage. Interact. If there’s a difficult situation, explain what’s happening.

[Shep Hyken @Hyken]

In this week's top 5, we read about the future of AI in customer service, automation, best-in-class customer experiences, and more.

https://t.co/NFTH8H1Vnk #customerservice #customerexperience #CX

[Tony Vidler, ChFC 🇺🇦✡︎ @TonyVidler]

MT @Hyken
For years, we’ve heard predictions that artificial intelligence would eliminate many jobs. Customer service agents were supposed to be among them. That’s just not happening.

AI Is Making Employees More Important, Not Less
https://t.co/R7UhJyOu3n

[THE MOTIVATION SHOW podcast with Eli Marcus @TheEliMarcus]

@Hyken Most people rarely if ever ask for feedback. Imagine how their world would change if they did.

[Shep Hyken @Hyken]

Don’t have a clock-in, clock-out mentality. The other person doesn’t care what your time sheet says. If you are representing your organization, assume you are always “on the clock.”