The Customer Hierarchy of Needs

Shep Hyken | November 9, 2023

By Shep Hyken Recently, I wrote two articles for my weekly Forbes column that paid homage to Abraham Maslow, the American psychologist who created what is referred to as Maslow’s Hierarchy of Needs. The articles were so well received that I wanted to share shorter versions here with our Shepard Letter subscribers.  Over the years, I’ve observed customer behavior, and some of my conclusions were confirmed by my customer service and CX research, known as the Achieving Customer Amazement Study (sponsored by Five9). In one of my podcast interviews, someone mentioned Maslow’s model and thought a similar model could be created f...