Shep Hyken

Don't make the mistake of believing any of these business myths. getty Sometimes a business idea or strategy seems to make total sense.

Let's play 20 Questions. Luke Jamieson, a customer experience (CX) thought leader in Australia, asked me to answer 20 customer experience questions in a “lightning round” style for one of his projects.

We have crossed over into the new year, and 2024 is now a history lesson. But there is a lot we can learn from history. In 2024, I wrote 52 Shepard Letter articles and released 52 podcast episodes. Here are the five best from each category. Enjoy – and learn from these “history lessons.”

Leadership traits for the customer-focused leader. getty

Customer expectations continue to rise across all industries. getty

I've written about creating convenient, frictionless experiences many times in the past, and I will continue to do so in the future as it may be one of the most important customer experience strategies in our arsenal of tactics for getting customers to come back again and again.

85% of U.S. customers say ratings and reviews help them decide if they want to make a purchase. getty

So, how much do people love convenient products? Just like customers who love a convenient experience, they will also pay more for a convenient product. Here is another example:

The government continues to be intentional about improving customer service. getty

Valentine’s Day is right around the corner. Here are six ways to show some customer love, and most of them don’t cost anything but a little bit of time and effort.