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Make ‘Now’ Your Business

This is part four of our in-depth analysis of customer-experience expert Shep Hyken’s recent article, “Top Customer Service and CX Predictions and Trends for 2024,” where we’ll take a look at item four on his list of predictions: “Customers Want It Now.” Hyken explains that customers are becoming less patient…
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A Force for Good

This is part three of our in-depth analysis of customer-experience expert Shep Hyken’s recent article, “Top Customer Service and CX Predictions and Trends for 2024,” where we’ll take a look at the next prediction on his list: “Social Cause Increases Customer Satisfaction.” Hyken explains, “43% of consumers believe it’s important…
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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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Endurance with Grace

According to Wikipedia, the “Customer experience, sometimes abbreviated CX, is the totality of cognitive, affective, sensory, and behavioral consumer responses during all stages of the consumption process including pre-purchase, consumption, and post-purchase stages.” Put more succinctly by Zendesk, the “Customer experience (CX) is the relationship between a company and its…
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Courting and Keeping Your Customers

New customer acquisition is usually the most expensive component of a business’s relationship with its clientele. Broadly, it includes everything from the salaries paid to marketers and salespeople to the advertising. Consequently, acquisition is far costlier than retention, as the Harvard Business Review reports: “Depending on which study you believe,…
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Is Tipping Getting Out of Hand?

When many new servers first start waiting on tables, they believe that in order to earn larger tips, they have to deliver an exceptional customer experience. The longer they work in the dining room, however, the more they come to realize that most guests have a specific tipping percentage in…
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A Photogenic Experience

Have you ever heard the expression, “Do it for the ‘gram?” According to UrbanDictionary.com, a website devoted to cataloging modern slang, it is a saying that is “used by people, mainly teens, who use Instagram a lot.” That definition goes back to 2013, positively ancient history by Internet standards, but…
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Customize Your Customer Experience

When you dine at a restaurant, you want the staff to look at you as more than just someone who’s just hungry. When you buy a car, you hope the salesperson understands that you really do care more than just getting from point-a to point-b. And when you plan a…
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