cx
Being Different or Being Better … It’s Your Choice
Shep Hyken | August 22, 2024
Do you want to be better or different? That’s the question that Sally Hogshead, an amazing professional speaker who specializes in being fascinating, shared in a recent speech I had the pleasure of experiencing. While most of her work is about how to be fascinating, this speech came from a different place. She talked about the power of being different versus better than others. Sally shared research that found 73% would rather be better versus 27% who would choose to be different. It’s one thing to be better than your competition. What makes you better? Is it your product? Is it the customer service or experience you pro...
Stop It: Ten Bad Customer Service and CX Habits You Need to Stop
Shep Hyken | August 15, 2024
By Shep Hyken Recently, Bob Newhart, a famous comedian and actor, passed away. He started his career as a stand-up comedian and eventually hit it big on television, starring in a TV series aptly named The Bob Newhart Show. His awards include three Grammy Awards, an Emmy Award, a Golden Globe, and the Mark Twain Prize for American Humor. In 1960, his comedy record The Button-Down Mind of Bob Newhart reached No. 1 on Billboard’s pop album chart. But enough about Newhart’s history and accolades, why is he showing up in an article about customer service and experience? The answer can be found in one of his TV specials in a funny ...
Soaring Passenger Traffic, Longer Stays: Mastercard Economics Institute on Travel in 2024
Mastercard Economics Institute | May 20, 2024
PURCHASE, N.Y. | MAY 20, 2024 – The travel sector in 2024 is breaking boundaries. Through March 2024, consumer spending on travel is robust with significant increases in passenger traffic, according to the latest global report from the Mastercard Economics Institute. Released today, “Travel Trends 2024” provides comprehensive insights into the evolving landscape of the travel industry across 74 markets. Despite fluctuating exchange rates and varying levels of affordability, the desire to travel remains stronger than ever. In 2024 the travel sector is flourishing, with nine out of the last 10 record-setting spending days in the glob...
Customer Experience Is Like Maintenance on Your Car
Shep Hyken | April 25, 2024
By Shep Hyken I was talking to a friend the other day. He purchased an expensive new car just eight months ago. Unfortunately, the car turned out to be a “lemon,” and he has taken it back to the dealer multiple times for various problems. The car has spent more time at the repair center than in his garage. If it were me, I’d ask the dealer to replace the car. Apparently, he has more patience than I do and was giving the dealer another chance to fix the car. Regardless, it made me think that what looks good on the outside may not be so good on the inside. Unfortunately, there are businesses that fall into the same category as m...
Elevating the Ordinary: How Pride Transforms Your Work
Shep Hyken | April 18, 2024
By Shep Hyken I love seeing amazement in action. I was at the airport last week with a friend who accidentally spilled his soda. Within moments, an airport employee came over with a bucket and mop to clean up the spill. My friend apologized for making a mess, and the woman’s response surprised both of us. She said, “My name is Laura, and it is my pleasure to clean up your spill.” And with a big smile, she added, “It’s job security!” What a great attitude! Laura mentioned she had been working at the airport for seven years and was just a few years from retiring. She was friendly and funny, and her positive attitude abou...
We Work Hard to Make It Look Easy
Shep Hyken | March 28, 2024
By Shep Hyken My friend Norman Beck recently shared a quote that inspired him: We work hard to make it look easy. Isn’t that what the best people do? Whether it’s sports, entertainment, or business, some people are so good that what they do looks easy. I Googled the quote to find out who to attribute it to and found numerous variations: In sports, Ken Griffey Jr., a professional baseball player, said, “Just because I made it look easy doesn’t mean that it was, and you don’t work hard and become a Hall of Famer without working day in and day out.” In entertainment, Ben Mitchell, a fictional character from t...
“We Deliver Amazing Customer Service”: The Difference Between Perception and Reality / Shep Hyken
Shep Hyken | January 18, 2024
This is an important topic that every CEO, business owner, leader, manager, and supervisor must understand. When it comes to customer service and customer experience (CX), there is a difference between perception and reality. First, how we think our customers perceive our customer service and CX is often not the reality. It’s just our perception. Reality isn’t what we think or believe. It’s what our customers say. Often, there is a big difference between our perception and the reality of our customers’ experiences. Some may be saying, “Shep, you’ve covered this before.” Yes, however, it is worth covering again, espec...
Top Customer Service and CX Predictions and Trends for 2024
Shep Hyken | January 4, 2024
By Shep Hyken Happy New Year! What’s 2024 going to be like? I recently wrote two articles in my weekly Forbes column with my top predictions and trends for customer service and customer experience. I’ve taken five of my favorites from the list to share here in The Shepard Letter. Here are my top predictions for 2024. You can simply read these predictions or take action on them. (I hope you choose to take action!) So, here are my top predictions for 2024. 1. Smarter Customers This is the same prediction I’ve started with for several years. Our customers are smarter than they were last year (again). They no longer compare ...
