Shep’s 2021 Top 10 Business Predictions

Shep Hyken | January 7, 2021

By Shep Hyken Every year I write my customer service and customer experience (CX) predictions in my Forbes.com column. This year, I thought I would share a brief version of them with our Shepard Letter subscribers. So, here are my Top 10 Predictions for 2021: 1. Customers continue to get smarter. This has led to my list of predictions for several years. Our customers keep getting smarter about customer service and experience. They tolerate fewer customer service failures and demand better because they know it’s possible. 2. Customers are becoming impatient. They want what they want NOW. Consider the result of the more than 1,00...