Customer experience is often judged by how easy or difficult it is to communicate with a company. I had the chance to interview Damon Covey, general manager of unified communications at GoTo, for an episode of Amazing Business Radio. His advice is simple and centers around one idea: unify the experience for both customers and employees, and the result will be less churn (again, for customers and employees) and increased revenue. forbes.com/sites/shephyken/2… #customerservice #customerexperience #CX

Send personalized communications to your internal team. It shows that you care and sets an excellent example of how you want other employees—as well as customers—treated.

Ever wonder how the world’s biggest brands anticipate what you’ll want before you even ask? In this week's Amazing Business Radio with Sujay Saha, founder and CEO of Cortico-X, you’ll discover how investing in next-level customer experiences doesn’t just cost. It pays off in lifelong loyalty and future sales! Tune in! hyken.com/amazing-business-r… #customerservice #customerexperience #CX

Right after a customer has a positive experience is the best time to ask for an email address. Once you have it, use it effectively and respectfully. Don’t abuse the privilege of having the e-mail address by overcommunicating.

Would your customers choose you over a cheaper competitor? In this episode of the Super Amazing Show, @BrittanyHodak and I share one of the most surprising findings from my latest customer service and customer experience research. The data shows that many customers are willing to look beyond price when they consistently receive a great experience. That's a powerful lesson for any business trying to build loyalty and stand out in a crowded market. Watch this quick episode to learn why customer experience may be your strongest competitive advantage. youtu.be/ZZ5KI22Wdns?si=HiyW… #customerservice #customerexperience #CX

If you're in the customer experience, contact center, or CX technology space, CCW Las Vegas is the one event you don't want to miss. Thousands of industry leaders, game-changing sessions, discussions that tackle the most pressing challenges we face today (and tomorrow), and connections that move your career and company forward, all in one live event. You simply can’t miss it. As an Advisory Board member, I’m happy to share my 20% off promo code for end-user practitioner passes. This is the last call to join the world’s largest customer contact event series; I hope you’ll join us! 📍 Las Vegas, NV 📅 June 22-25 🎟️ Use my Advisory Board code for 20% off: CCWLV_ADBOARD REGISTER HERE: customercontactweek.com/ccw-… #CustomerContactWeek #CCWVegas #CX #ContactCenter #CustomerExperience #Leadership #AdvisoryBoard

Set up a system that keeps information on your customers and employees and helps you stay in touch on a regular basis.

We want our customers to like us, know us, and trust us. That is proven when the experience is one that gets customers to say, “I’ll be back!” Here are my three suggestions for becoming a customer-focused organization that gives customers the best experience possible. youtu.be/vpZGTTWCNvc?si=ZE_d… #customerservice #customerexperience #CX

Reach out to your customers and employees, just to let them know you are thinking of them.

What do customers really want from a customer service experience? Each year, I ask that question in my annual customer service and CX research, and each year, the answers are pretty much the same. Customers’ expectations remain consistent. And, it turns out they are simple and practical, and when you get them right, they drive repeat business and customer loyalty. So, direct from my 2026 research, here are the five experiences that customers rate as most important: hyken.com/customer-service-s… #customerservice #customerexperience #CX

Not managing even the smallest details can send false messages about much bigger issues to your customers.

Where should you invest as a leader? Start with the value you deliver to your customers. Discover how an investment in the “Return on Experience” drives results that go beyond the numbers on the latest Amazing Business Radio with Sujay Saha, founder and CEO of Cortico-X. Tune in! hyken.com/amazing-business-r… #customerservice #customerexperience #CX

5 strategies to help build a customer-focused organization: 1. Hire right 2. Train constantly in hard technical skills & soft customer service skills 3. Recognize individual success 4. Celebrate team accomplishments 5. Treat your employees the way you want your customers treated.

Don’t settle. Keep looking for a solution that truly fits and delivers that exceptional customer experience. Hear more wisdom from Damon Covey on this week’s Amazing Business Radio! Tune in! hyken.com/amazing-business-r… #CX #BusinessGrowth

We each carry an awesome responsibility—because at any given time, the one person with whom the customer is interacting can define the organization as a whole.

Your company will fail customers. Every company does. Nobody and no company is perfect. While perfection is a worthy goal, it is impossible to nail every customer interaction every time. forbes.com/sites/shephyken/2… #customerexperience #CX

Even if you are not directly supporting a customer, you are most likely to be involved in a process that does. Manage the touchpoints that you have with internal customers.

What can a bucket of peanuts teach us about customer experience? More than you might think. In this episode of the Super Amazing Show, @BrittanyHodak and I share a simple but powerful strategy from Five Guys that turns waiting time into part of the experience. It's a great reminder that even small touchpoints can shape how customers feel about your brand. If you're looking for practical customer experience ideas that are easy to apply, you'll want to hear this one. youtu.be/mtnBxc2LtTs?si=qyzV… #customerservice #customerexperience #CX

Impact points happen inside the company and should remain invisible to the external customer. Despite their behind-the-scenes nature, they have a direct impact on the external customer’s experience.

Consistency may not be exciting, but it’s one of the most powerful drivers of confidence and customer loyalty. Customers come back because they trust what they’re going to get. That trust is built one experience at a time. Customers like knowing what to expect. When experiences are predictable in a positive way, customers become comfortable doing business with you. That comfort turns into trust, which is what drives repeat business. youtu.be/GMeVqJwuD1A?si=ZeVx… #customerservice #customerexperience #CX