This is a story about a disagreement I had with a client. I should mention, this was a friendly disagreement. His idea of an amazing experience was to … [Read more...] about An “Above and Beyond” Strategy Doesn’t Work
How to Personalize a Customer Experience with Phyllis Fang
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: How can companies ethically collect and use … [Read more...] about How to Personalize a Customer Experience with Phyllis Fang
Top 5 Customer Service & CX Articles for Week of December 15, 2025
Every week, I read dozens of articles on customer service and customer experience from a wide range of sources. Below are my top five picks from last … [Read more...] about Top 5 Customer Service & CX Articles for Week of December 15, 2025
AI’s Ridiculous Response to a Ridiculous Question
As I write this article, I’m at the CX Malaysia conference, where I was the opening speaker, watching Dr. Shreekant Vijaykar of COPC Inc., one of the … [Read more...] about AI’s Ridiculous Response to a Ridiculous Question
Start with the Customer In Mind with Peter Cross
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: How can brands empower employees to deliver … [Read more...] about Start with the Customer In Mind with Peter Cross
Top 5 Customer Service & CX Articles for Week of December 8, 2025
Every week, I read dozens of articles on customer service and customer experience from a wide range of sources. Below are my top five picks from last … [Read more...] about Top 5 Customer Service & CX Articles for Week of December 8, 2025
