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Positive vs Negative Reviews

This week’s topic covers part five of Shep Hyken’s ACA 2021 report, which is all about how customers rate and review their experiences at different businesses. We all know that word-of-mouth is critical to maintaining a good reputation and driving referrals, but what do the numbers actually say? The first…
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The Communication Age-Gap

The next part in Shep Hyken’s Achieving Customer Amazement 2021 document covers Communication Preferences, as ranked by the four different generations Hyken surveyed: Gen-Z, Millennials, Gen-X, and Boomers. As with the previous sections in his report, there are several noteworthy differences—but also plenty of common ground—when it comes to each…
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The Value of Customer Service

Returning to Shep Hyken’s Achieving Customer Amazement 2021 report this week, let’s take a look at how much consumers value quality customer service. To begin, let’s consider this number: a 52% majority of people reported that they were willing to pay more if it meant they would receive a higher…
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How Does Age Affect What Customers Value?

Age plays a large factor in influencing customer expectations for a great experience. The level of employee helpfulness, friendliness, empathy, knowledgeability, as well as the ease of shipping/delivery and returns all matter to each age group, but there are certainly stark differences on how much each of these matters to…
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How Employees Impact the Customer Experience

Shep Hyken’s Achieving Customer Amazement 2021 report is out now, and one of the breakdowns he gives are the elements that add up to a great overall experience. His research uncovered that the following customer-service elements are either important or very important: employee knowledge, employee kindness and helpfulness, ability to…
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