Medium

Shep Hyken

Featured Book

I'll Be Back: How to Get Customers to Come Back Again & Again

I'll Be Back: How to Get Customers to Come Back Again & Again

Turn customers into repeat customers and turn repeat customers into loyal customers.

2021

Stories

Shep Hyken

·

Mar 25

Ten AI Customer Service Statistics for 2026 That Will Shape Your CX Strategy

This article answers the question: Are customers becoming more comfortable with AI in customer service?

Ten AI Customer Service Statistics for 2026 That Will Shape Your CX Strategy

Shep Hyken

·

Oct 9, 2025

The Customer Experience Trifecta: A Sure Bet for Loyalty and Growth

If you go to the horse race, you can place a bet known as the trifecta. This is where you correctly predict which horses will finish first…

The Customer Experience Trifecta: A Sure Bet for Loyalty and Growth

Shep Hyken

·

Aug 21, 2025

5 Reasons to Love (and Hate) Chatbots in Customer Service

More and more, brands are starting to get the chatbot “thing” right. AI is improving, and customers are realizing that a chatbot can be a…

5 Reasons to Love (and Hate) Chatbots in Customer Service

Shep Hyken

·

Aug 20, 2025

Five Ways to React to What Customers Say About You Online

It’s one thing to listen to what your customers are saying when they reach out to you directly through calls, emails, texts, or direct…

Five Ways to React to What Customers Say About You Online

Shep Hyken

·

Aug 13, 2025

Five Reasons We Love Chatbots, and Five Reasons We Hate Them

More and more, brands are starting to get the chatbot “thing” right. AI is improving, and customers are realizing that a chatbot can be a…

Five Reasons We Love Chatbots, and Five Reasons We Hate Them

Shep Hyken

·

Jun 25, 2025

A CX Failure Is an Opportunity to Show How Good You Really Are

When things go wrong for your customer, that’s when you have the best opportunity to prove how good you really are. Anyone can look good…

A CX Failure Is an Opportunity to Show How Good You Really Are

Shep Hyken

·

Jun 12, 2025

Artificial Incompetence: An Undesirable Version of AI and Other CX Pitfalls

I’ve been reviewing my customer experience research, specifically the section on the future of customer service and AI (Artificial…

Artificial Incompetence: An Undesirable Version of AI and Other CX Pitfalls

Shep Hyken

·

Jun 11, 2025

Details Count: How Small Flaws Can Taint the Entire Customer Experience

Have you ever walked into a restaurant bathroom and found paper towels scattered on the floor or an overflowing trash can? What immediately…

Details Count: How Small Flaws Can Taint the Entire Customer Experience

Shep Hyken

·

Jun 10, 2025

The Ecosystem of Customer Relationships with Ryan Hamilton

Navigating Multiple Customer Segments, Needs, and Expectations

The Ecosystem of Customer Relationships with Ryan Hamilton

Shep Hyken

·

Jun 9, 2025

The Real Reason Customers Leave: What Jay Baer Got Right About Time

What if one small change could save your customer relationships?

The Real Reason Customers Leave: What Jay Baer Got Right About Time

Shep Hyken

Shep Hyken

Book Author

Shep Hyken, customer service expert, business speaker and New York Times bestselling author, helps companies deliver AMAZING customer service and experiences!

Following

See all (6,517)

Help

Status

About

Careers

Press

Blog

Store

Privacy

Rules

Terms

Text to speech