The 2025 Customer Service & CX Research is here!. The latest insights into what customers want, need, and expect have arrived. We surveyed more than 1,000 American consumers to understand their preferences, habits, and expectations when it comes to customer service and

The customer has become smarter about what a great service experience looks and feels like. They know what great service is because their favorite brands and companies teach them.

Join millions who have switched to Grok.

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 messages. But many customers prefer to “go social” and comment on social media, review sites, and online forums. So the question is, “Are you

It's important to find reasons to smile during dark times. Keep your morale up, & the morale of colleagues & employees. When you open your eyes & ears to see & hear good, you'll notice the smallest random acts of kindness happening around you. That alone's a good reason to smile.

Bad experiences happen. What matters is how you respond. Mark Rohan, Co-Founder and COO of @KlearcomTech, is on the latest Amazing Business Radio to explore the power of recovery and the “customer support paradox.” . Listen now! #CustomerSupport

Creating a good customer experience is more than a strategy. It's baked into an organization's culture.

Transparency isn’t just for customers. The best companies also practice it internally—with their teams. Learn why internal transparency creates external trust. Watch the latest #WordOfTheMonth episode now. #customerservice #customerexperience

Often, if a company's considered a customer service laggard, it's because of its leadership & management. One of the most imp. ways leaders can foster a customer-focused culture is by modeling the behavior—in other words, by treating employees how they want the customer treated.

The angry customer is not angry at you. They may be mad because the product didn’t work, they had a bad experience, or maybe it’s a broader anger toward the company. So, when the angry customer comes to you, remember it’s not you. It’s something else that made them angry. Don’t

We all have two responsibilities: do the job we were hired to do, and also take care of the customer.

RT @elmelegey: @Hyken @Hyken, isn’t it fascinating how trust forms outside of formal settings? Those small moments can mean so much. Let’s….

Trust isn’t built in meetings. It’s built in the moments in between. Show up for your team online or in person. Learn the three indicators of trust in leadership in my latest Amazing Business Radio interview with Dr. Tim Currie. #EmployeeExperience

RT @smitdh16: @Hyken A simple thing that works well is creating a dedicated customer love chat channel. When anyone on the team gets positi….

The more insights you have on your customers (consumers), the better. Insights give you the intel you need to deliver personalized experiences, catch trending buying patterns, better manage demand and inventory, and much more.

Now, more than ever, we must remind our people of the importance of delivering the right customer service experience. Again, this isn't formal training, but simply consistent reminders that keep the idea of delivering good customer service front-of-mind for everybody.

RT @TonyVidler: The Customer Service Recovery Paradox - Shep Hyken | Customer Service Expert

RT @CustContactWeek: In this @Forbes article from our friend, @Hyken, he shares his experiences from this year's #CCWVegas and some observa….

Pick up the phone. Visit a store. Experience your website. Spend time on the front line. Experience and learn about your business as your customer would. You might be surprised by what you discover, and your customers are sure to appreciate the changes that follow.

The repetition of a message—which can be as simple as 𝗰𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝘀𝗲𝗿𝘃𝗶𝗰𝗲 𝗶𝘀 𝗶𝗺𝗽𝗼𝗿𝘁𝗮𝗻𝘁—is the key to sustain the power of training.

The best companies use AI to enhance support, not replace it. When chatbots handle the routine issues and agents handle the more complex and human moments, that’s when customer experience goes from efficient to … amazing. #customerservice

RT @smitdh16: @Hyken In fact, companies that use regular, informal coaching see almost 25% higher rate of employee performance than those t….