Act like a member of a championship team. Set a non-negotiable standard that says, “We show up ready to Amaze.” Then honor it yourself. No one else will honor the standard if you don’t.

Great customer experience isn't built on a single "extraordinary" moment. It’s built on consistency and trust. I recently joined Nicole for a fantastic chat on why mediocrity is our biggest risk, balancing AI with human connection, and more! Listen here: podpage.com/simply-cx/ai-tru… #CX #CustomerExperience #Podcast

Are you leading with technology… or with your customer? Clifford Hudson says the best strategies start with customer needs, not new gadgets. On this week's Amazing Business Radio, Clifford Hudson, the former CEO of Sonic and co-author of Bricks and Clicks: How We Drove Sonic Into the Digital Age, talks about how customer experience (CX), not technology, should drive business strategy. Tune in! hyken.com/amazing-business-r… #customerservice #customerexperience #CX

Make it a habit to show up at the top of your game. Don’t just show up. Show up ready to Amaze everyone, every time.

The future of CX isn't just about magic moments. It’s about relentless consistency and building lasting trust. Thanks to Nicole for having me on to discuss how we balance AI efficiency with genuine human connection: podpage.com/simply-cx/ai-tru… #CustomerExperience #CX #Leadership #Podcast

Is Customer Service Week really about customers? Brittany and I want to challenge the way many people think about Customer Service Week. While it ultimately benefits customers, the real focus is on the employees who create those experiences every day. In this episode of the Super Amazing Show, I share the story behind Customer Service Week and why recognizing frontline employees, support teams, and customer-facing professionals is one of the smartest investments a company can make. Great customer experiences start on the inside. When employees feel valued, appreciated, and supported, they're more likely to create the kind of service that keeps customers coming back. piped.video/WgJ7qIJAITE?si=e6it… #customerservice #customerexperience #CX

Amazement is all about creating confidence. If something you’re doing makes the other person less confident about the relationship, then you need to change what you’re doing. Otherwise, you risk losing future business and referrals.

Imagine two companies sell similar products. One is a little less expensive, but when there’s a problem, you’re forced to spend (a.k.a. waste) time going through a set of automated options. The other costs a little bit more, but you know that when you need help, a knowledgeable and friendly customer support person will be there. For many customers, that difference is worth paying for. piped.video/ecpw0gUC3Zo?si=tqUe… #customerservice #customerexperience #CX

Want a stronger culture, better communication and customers who keep coming back? Join @JonGordon11, Shep @Hyken, @jason_vanruler, and more at the historic Orpheum Theater in Sioux Falls on October 7. Ticket sales close today! Details and tickets: lovethework.localsloveus.com…

I don’t believe the customer is always right. Sayings like that have been around for a very long time, but some have become outdated. They aren’t necessarily wrong. They’ve become incomplete. Customer service has evolved, so perhaps it’s time for the language we use to describe it to evolve, too. hyken.com/customer-service-s… #customerservice #customerexperience #CX Here are six customer service sayings that deserve an update. hyken.com/customer-service-s…

Leaders don’t have to be the source of every good idea. On this week's Amazing Business Radio, Clifford Hudson shares the importance of staying open to opportunities, watching where customers are headed, and recognizing ideas that can improve the business. During his 35 years at Sonic, @jcliffordhudson helped grow sales from $300 million to $4.5 billion and locations from about 900 to 3,600. That kind of growth takes more than having the answers. It takes listening, spotting what works, and executing well. Listen to more of Cliff's insights on this week's episode! hyken.com/amazing-business-r… #customerservice #customerexperience #CX

Don’t assume people know you’re grateful for what they do. Make sure they know. Be grateful for both the opportunities and the setbacks that come your way. You can learn from both.

What should you do when something goes wrong for your customers? In this episode of the Super Amazing Show, @BrittanyHodak and I share a customer experience strategy that every business can learn from. Too often, customers discover problems on their own, whether it's a service outage, delayed order, or unexpected disruption. The companies that earn trust are the ones that communicate first. We discuss how proactive communication reduces frustration, builds confidence, and reassures customers that progress is being made. A simple update at the right time can make the difference between losing trust and strengthening a relationship. piped.video/MIhpxOyeAvk?si=Wyr2… #customerservice #customerexperience #CX

Saying “Thank you” and meaning it makes others feel appreciated, special, and recognized.

My customer service and CX research supports this, as kind and helpful employees are ranked as the top reason customers come back. Conversely, rudeness and apathy are the top reasons customers leave. You can teach employees many things, such as how to answer the phone and use the computer, and equip them with product knowledge. And you can even teach them what to say to customers. That’s the word set. But even with the right knowledge and word set, employees still need the right mindset: “I truly want to help this customer.” piped.video/Ekox0M6cvfM?si=vxis… #customerservice #customerexperience #CX

Is Old-Fashioned Human Customer Service Becoming A Competitive Advantage? By @Hyken Via @hospitalitynet ow.ly/9KZy50ZOksa #CX #CustServ #JeffSCXPost

Amazing people make others feel appreciated. They know the power of an authentic “Thank you.” They know how recognizing and expressing appreciation makes others feel good.

How many times have I heard from our subscribers complaining that the companies they call make it impossible to reach a human? Of course, I don’t expect you to know the answer, but it is … a lot! AI and automation should make the customer experience easier. Use them where they make sense. Just remember that sometimes the most valuable technology strategy may be knowing when to get technology out of the way and let a human take over. hyken.com/customer-service-s… #customerservice #customerexperience #CX

Gratitude is a vitally important habit. Amazing people appreciate everything they have, both the good and the bad. Why the bad? Because they know they can learn from it, which makes them even better.

Customer service is everybody’s job. When you wear the company logo or interact with a customer, you represent the entire brand. On this week's Amazing Business Radio, Keith Farley, Chief Customer Officer at @Aflac, breaks down what it takes to build a truly human-centric service culture. He talks about delivering a best-in-class customer experience by hiring for empathy, leveraging technology, and embracing authentic customer service as a strategy. Plus, Shep and Keith discuss why business leaders should call their customer support number from time to time. Tune in! hyken.com/amazing-business-r… #customerservice #customerexperience #CX