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The Employee Experience Matters

Continuing our in-depth look at customer-experience expert Shep Hyken’s recent article, “Top Customer Service and CX Predictions and Trends for 2024,” let’s consider his prediction that the employee experience will be just as important as the customer’s. Buzz, Buzz, Buzz The customer service industry, just like everything these days, is…
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Customers Are Getting Smarter

Earlier this year, customer-experience expert Shep Hyken posted an article titled “Top Customer Service and CX Predictions and Trends for 2024”, in which he distilled his five favorites. These include his belief that customers will continue to get smarter, that the employee experience will be just as important as the…
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When Easy Ain’t So Easy

In the world of customer experience, the term easy gets bandied about quite a bit. We all want seamless experiences, from finding the right products and services to using them once we’ve made the decision. Nevertheless, we’ve all found ourselves grappling with complexities beyond our expectations—and even beyond our abilities…
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The Art of Compromise

Commerce is an intricate dance, one where both customers and businesses form partnerships toward mutual benefit. A customer wants a good or service, and the business is willling to provide it. The dance happens in the negotiation, but this often involves far more than simple haggling. Instead, so much of…
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