The Hidden Revenue Engine: Loyalty Programs Are More Than Just Repeat Business
Consider this surprising statistic from our annual customer service research: 46% of U.S. consumers are willing to pay more ...
Forbes10mon
The Personalized Customer Experience: Consumers Want You To Know Them
Opinions expressed by Forbes Contributors are their own. Shep Hyken is a customer service/CX expert, author & keynote speaker. Earlier this year, we surveyed more than 1,000 consumers in the U.S ...
Forbes3mon
Outdated Technology Is Ruining Your Customer Experience – Here’s How AI Can Help
Opinions expressed by Forbes Contributors are their own. Shep Hyken is a customer service/CX expert, author & keynote speaker. There is an old saying that customer service happens when the custome ...
Forbes1mon
Five More CX Trends And Predictions For 2025
Opinions expressed by Forbes Contributors are their own. Shep Hyken is a customer service/CX expert, author & keynote speaker. Welcome to Part Two of my 10 trends and predictions for 2025.
Personalization Is More Than Using A Customer’s Name
Today, the concept of personalization has blended into part of the customer experience. Using a name is barely a personalized ...
Forbes5mon
82% Of U.S. Consumers Say Government Does Not Provide Great Customer Service
Opinions expressed by Forbes Contributors are their own. Shep Hyken is a customer service/CX expert, author & keynote speaker. If 82% of U.S. consumers feel the U.S. government doesn’t provide ...
Forbes7mon
We Are In A Recession…An Employee Experience Recession
Opinions expressed by Forbes Contributors are their own. Shep Hyken is a customer service/CX expert, author & keynote speaker. The title of this article is the title of the first chapter of John ...
Forbes9mon
Crisis Management: Don’t Bring A Can Of Gasoline To A Fire
Opinions expressed by Forbes Contributors are their own. Shep Hyken is a customer service/CX expert, author & keynote speaker. This is a departure from my usual customer service and CX articles.
Forbes3mon
The Secret To EBay’s Phenomenal Customer Experience
Opinions expressed by Forbes Contributors are their own. Shep Hyken is a customer service/CX expert, author & keynote speaker. eBay is an online auction and retail marketplace where customers have ...
Forbes8mon
Flying High: How Airlines Are Soaring To New Heights In Passenger Satisfaction
Opinions expressed by Forbes Contributors are their own. Shep Hyken is a customer service/CX expert, author & keynote speaker. There’s good news for those who fly the friendly skies. The ...
Forbes7mon
Empathy Meets Technology: Creating A Connected Human Experience
Opinions expressed by Forbes Contributors are their own. Shep Hyken is a customer service/CX expert, author & keynote speaker. Because of AI, so much has changed in the way companies do business.