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Top 10 Dos and Don’ts for Customer Experience in 2024 (podcast)

By: Shep Hyken


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The landscape of customer experience (CX) continues to evolve at a rapid pace. To help you navigate these changes, we’ve turned to Shep Hyken, a renowned customer service and experience expert. Listen in as Shep Hyken, customer service and experience expert, shares his predictions in customer service, plus 10 dos and don’ts for customer experience, with practical tips and actionable insights.

This episode of Amazing Business Radio with Shep Hyken answers the following important questions on transforming customer feedback:

Top Takeaways

  • Customers are smarter than ever before. They are judging your business based on the best experiences they’ve had from any industry, and it doesn’t matter if it’s B2B or B2C. This means they no longer compare you to your direct competitors but to their best experiences with their favorite companies.
  • Employee experience is as important as customer experience. How employees feel in your company directly affects the experience they provide your customers.
  • Companies that align themselves with social causes are more appealing to customers—especially the younger demographics, Gen Z and Millennials. Forty-three percent of customers believe a company that supports a social cause contributes to their customer experience.
  • Customers today are less patient and expect quick responses and fast service. Shep refers to this as “Amazonation,” which has set a high standard for companies in any industry, worldwide.
  • Companies must focus on increasing their speed in all aspects of their business, from delivery times to response times to emails and calls.
  • Plus, Shep shares ten tactics that you must start doing, and ten things you must stop doing if you want to create a customer experience that gets customers to say, “I’ll be back.”

Published: July 9, 2024

Source: hyken.com

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Shep Hyken

Shep Hyken is a customer experience expert and the Chief Amazement Officer of Shepard Presentations. He is a New York Times and Wall Street Journal bestselling author and has been inducted into the National Speakers Association Hall of Fame for lifetime achievement in the speaking profession. Shep works with companies and organizations who want to build loyal relationships with their customers and employees. For more articles on customer service and business go to http://www.hyken.com.

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