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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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Communication Channels and the Customer Experience

A business’s ability to communicate with its customers is critical for its long-term survival. Sales, services, and support all rely on communication, otherwise we might as well all shop from mail-order catalogs. For decades, the two primary channels for doing so were either in-person or were over-the-phone. But since the…
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