You have most likely heard people use the expression FOMO, an acronym for Fear of Missing Out. People have a hard time deciding what to do or where to go and worry about missing out on a fun experience, a business opportunity, and more. Recently, I interviewed Dominic Constandi for…

Many years ago, a friend shared some advice with me: It doesn’t cost much more to enjoy a first-class experience. He was referring to spending just a little more in certain situations to get much more out of the experience. It could be a nicer hotel, a better seat in…

AMAZING BUSINESS RADIO: JOSH WHEELER Why Investment in CX is Even More Important This Year Shep Hyken interviews Josh Wheeler, Strategic Director for Reuters Events Customer Service & Experience. He shares findings from the 2023 State of Experience & Service Report and what businesses should prioritize in CX and EX…

When a client is interested in engaging me to speak at their meeting, I’ll usually ask in our initial call, “Why is hiring a customer service speaker important to you at this time?” We get many different answers that include low customer satisfaction, ratings are slipping, we are great and…

Here’s an interesting concept. I’ll describe it in the form of a question: Do you create an experience that is so good your customers want to remember it with a photograph? I started thinking about this as I walked through Times Square in New York City and couldn’t help but…

AMAZING BUSINESS RADIO: PAULO ALMEIDA Delivering Personalized Support with Technology Shep Hyken interviews Paulo Almeida, CEO & Co-Founder of Clientscape, a company that helps support agents seamlessly manage customer interactions across multiple channels. He talks about how companies can adapt to changing customer expectations by leveraging data and analytics. Top Takeaways: The optimal response time to…

A restaurant took its most popular item off the menu. It had been on there a long time, and the owner decided it was time to make a change, even though it was his guests’ favorite dish. A company changed its invoicing terms. It wanted to tighten its terms to…

Recently I wrote my annual Forbes article featuring customer service and CX predictions and trends for 2023. №4 on the list was Personalization Gets More Personal. The best marketers have realized that personalization is a way to get closer to the customer — or at least make it appear to…

AMAZING BUSINESS RADIO: KEITH MEIER How Customer Experience Drives Business Growth Shep Hyken interviews Keith Meier, Chief Operating Officer at Assurant, Inc., an organization that works with companies that manufacture, sell, or finance their customers’ major purchases. He shares how providing customers with a great experience in every support channel they use is crucial to…