Each week, I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comments about each article and would like to hear what you think too. Top 30+ Customer Experience Statistics to Know in 2025 by Viraj Mahajan (Notta) If you […]
Each week, I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comments about each article and would like to hear what you think too.
(Notta) If you were to list a business’s most crucial operations in 2024, customer service would probably be among the most important ones. Stiff competition means a customer can simply switch to a competitor if your business fails to provide a stellar customer experience. Having been a marketer for over a decade, I deeply understand the impact of a good customer experience. So, I’ve compiled over 30 customer experience statistics you should know for 2025.
My Comment: We kick off this week’s Top Five roundup with an article from Tomas Hult, professor at the Broad College of Business at Michigan State University and a part of the leadership team of the American Customer Satisfaction Index. He shares an interesting concept about customer asset management, which takes advantage of the link between satisfied customers and brand loyalty, helping to build a stronger relationship with customers that protects them from competitive challenges and more.
(Greg Martinelli) You might think that in business-to-business selling, it would be all hardnosed negotiation styles of purchasing and everything would come down to the bottom-line pricing. And sure, there were those sales. However, I also realized that even B2B buyers prefer to buy from a salesperson or a company that has better customer service.
My Comment: Customer service is more than a department that answers questions or fixes problems. That’s a department. Customer service must be baked into the entire customer journey, especially in sales. In addition, the customer support department, when they provide stellar service, may have an opportunity to make additional sales. As the title implies, this article focuses on how great customer service can make a sale.
(MarTech) With the right strategies, retailers can turn ecommerce returns into an opportunity for building lasting customer loyalty.
My Comment: Customers want to do business with retailers that provide “hassle-free” returns, but when customers abuse the liberal policy, it becomes expensive. Some of the stats in the article are surprising, such as the average return rate for an online/ecommerce is estimated at 20-30%. That’s a lot of returns! And when 75% of customers expect free returns, what’s a retailer to do? Find out in this article.
(CMSWire) Customer experience has become more than just a priority; it’s a competitive differentiator. With customers expecting consistent personalization across channels, proactive engagement and the flexibility to control their own narrative, brands must respond by leveraging AI-driven insights and omnichannel capabilities that offer deeper connections.
My Comment: If you have followed my weekly roundups, you know I’m a big fan of lists with future trends and predictions. Here are ten with an emphasis on AI, customer control, and hyper-personalization. (My trends will be published in my weekly Forbes column next Sunday.)
(CX Today) As 2024 draws to a close, and before we share expert predictions for 2025, the landscape of customer experience has been profoundly reshaped by the trends predicted earlier this year. Experts across the industry forecasted significant advancements in AI, personalization, self-service, immersive technologies, and omnichannel strategies. Let’s dive into which predictions materialized, based on insights shared by industry leaders.
My Comment: Speaking of predictions and trends, here’s an excellent article about the trends predicted for this year that DID NOT happen. The experts can’t always be right!
(Call Centre Helper) Making sure agents champion your products and services can improve brand advocacy in your contact centre and help your agents take their customer conversations to the next level.
My Comment: Our friends at CallCentre Helper included me in this recent article on how to inspire customer service agents to love your products. Including my tip, there are 12 great ideas.
Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops. Connect with Shep on LinkedIn.
Sign up for instant access to Shep’s research report on customer service and customer experience.
"*" indicates required fields
© 2025 Shepard Presentations, LLC. All Rights Reserved.
Legal Information | Sitemap Legap
Site by: digitalONDA
