Shep Hyken

Traditional business often views customer support as a defensive cost, but experts now advocate it as a powerful revenue generator. Filip Jaskólski of Text emphasizes that "great service sells," acting as crucial revenue leverage by reducing churn and boosting customer loyalty. Every customer interaction offers valuable signals for improving experiences and identifying sales opportunities. The optimal approach blends AI for efficiency with human empathy for complex issues, creating an "AI-first with human backup" strategy. Companies should prioritize measuring service's impact on satisfaction, loyalty, and revenue, rather than just speed. Integrating sales and service transforms support into a key growth and retention strategy, proving that excellent service is truly playing offense.

How will AI reshape the jewellery retail game? SHEP HYKEN highlights the key findings from recent research.

This article answers the question: What's the one thing most companies fail to do after receiving customer feedback?

Drawing on quotes from Charles Eames, Steve Jobs, and Walt Disney, the article argues that exceptional guest experience results from intentionally managing hundreds of small details, not singular standout moments.

The real secret to out-servicing your competition is recognizing that products are commodities and creating a customer experience, especially after the sale, that builds trust, validates the customer's purchase decision, and keeps them coming back.

Customers build their opinion of a brand through cumulative service interactions, not slogans, making every touchpoint a de facto brand promise that marketing alone cannot override.

Disney doesn't create great guest experiences by accident. It creates them by developing people who understand guests from the ground up.

One detail alone doesn't count, even if it is an amazing detail. It's the next one, and the next one, and the next one … Well, you get the idea. Customers judge us by the accumulation of dozens and hundreds of details, big and small. Taking this idea full circle, customer experience is simply the sum of every detail. Get enough of them right, and your customers will notice, remember, and say, “

Every leader must recognize how a company's mission and values drive culture and customer satisfaction.

Companies spend lots of money, sometimes millions, crafting slogans. In effect, these slogans are brand promises. The question is whether customers believe them. If the experience doesn't match the message, your customers will create a slogan of their own. Your marketing department may write your tagline, but your customers write your reputation. And if the experience is consistently disappointing, don't be surprised if the unofficial motto becomes, “We're not happy until you're not happy.”