Shep Hyken

Ninety percent of questions, complaints and issues—approximately 3.5 billion customer interactions—are handled digitally through self-service support.

This Halloween, it’s time to turn your customer experience into something truly special! In this video, we explore the concept of CX =…

Halloween brings up images of spooky costumes and haunted houses. So, here's a question for you: Are you confident your customer service and CX won't scare your customers away?

Change the word service to support and you come up with this: Customer support happens when the customer experience goes wrong.

Imagine this … you're running tight on time for a meeting and want to grab a cup of coffee. Do you choose to stop at the café that serves delicious coffee and has the friendliest barista but a long line, or do you use the office machine that serves an acceptable, decent cup in under a minute? If, on that day, time is important and you don't want to make others wait, the answer is probably the fastest – as in more convenient – choice, not the best coffee or the friendliest service.

This is the evaluation criteria and the questions you need to ask to make a good decision about your next customer experience technology investment.

Gen-Z is redefining what it means to be a NFL football fan. Getty Images The most popular sport to watch and follow, according to Gallup.com, is American football.

I was recently hired as a keynote speaker to talk to a group of financial advisors about client service. One of the topics of the meeting was a discussion about why a client would leave. The most obvious reason might be that the financial advisor gave bad advice, and the client lost money. But let's assume the advisor is smart, the advice is sound, and the return on investment meets expectations. Even with all of that, why would a client leave?

For all those companies that don’t acknowledge customers when they share feedback—good or bad—this article is for you.

I'm always impressed when someone truly loves their job and does more than expected. And that's exactly what happened on a recent cross-country American Airlines flight. Here's what happened: