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Welcome to Shep Hyken’s ACA Study:
Achieving Customer Amazement

This annual study was created to help you better understand your customers’ preferences, habits, and wants and give you the confidence to make better decisions for your organization’s customer service and CX initiatives. We want your customers to say, “They are amazing!”

Insights from Shep’s Annual CX/CS Research Sponsored by Five9

Researched and summarized by Shep Hyken, customer service & customer experience expert

YOUR COMPETITIVE ADVANTAGE

76%

of customers would go out of their way to go to a company that has better customer service.

CX WINS NEW BUSINESS

86%

of customers would switch to a competing brand or company if they found out they provided a better customer experience.

PRICE DOESN’T MATTER

48%

customers believe great customer service is more important than price.

CX BUILDS TRUST

82%

of customers trust a company or brand more if they provide an excellent customer service experience.

Sponsored by

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Research Sponsored by Five9

Sign up for instant access to Shep’s research report on customer service and customer experience. This study was created to help you better understand your customers’ preferences, habits, and wants and give you the confidence to make better decisions for your organization’s customer service and CX initiatives. You will also receive Shep’s weekly newsletter, which includes tips, tactics, and strategies you will want to use and share with your team.

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