Shep Hyken

A thoughtful, well-chosen, and unexpected contact during slow times or in the off-season can create a memorable after-experience.

In this week's top 5, we read about best-practice CX metrics, customer experience as a competitive advantage, customer loyalty, and more.

hyken.com/customer-exper… #customerservice #customerexperience #CX

Take responsibility for the situation, even if it isn’t your fault. If you choose a company to ship a package and the shipping company loses it, remember who chose the shipping company.

What if one of the best ways to build customer loyalty is simply reminding customers about the great moments they've already had with your brand?

Brittany and I talk about a strategy that companies like Spotify and American Airlines use so well: the year-in-review recap.

People love looking back at their favorite moments, milestones, and memories. The same idea can work for your business too.

In this episode, we share why creating a personalized customer recap can strengthen relationships, spark conversations, and encourage customers to keep doing business with you in the year ahead.

youtu.be/-EKOT7aym5Y?si… #customerloyalty #customerservice #customerexperience

People do business with people. Companies don’t solve problems. People do.