Designing Connection Through Jigsaw-Style Wooden Key Cards
A hotel uses wooden key cards with detachable jigsaw pieces to encourage guest interactions and create memorable shared experiences.
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Ten AI Customer Service Statistics for 2026 That Will Shape Your CX Strategy
Survey of U.S. customers reveals 49% are more comfortable with AI support, but 68% still prefer human agents when problems arise.
By Shep Hyken, Customer Service and Experience Expert, Keynote Speaker and Bestselling Author, Shepard Presentations, LLC.
Impact of Self-Service Technologies in Retail
Research based on 75 Swiss grocery store interviews provides six actionable recommendations for balancing technology efficiency with human interaction in retail environments.
The Top 10 Reasons Customers Leave a Brand or Business
The report identifies rudeness, inconsistent support, and time-wasting experiences as the primary drivers of customer defection based on survey data.
By Shep Hyken, Customer Service and Experience Expert, Keynote Speaker and Bestselling Author, Shepard Presentations, LLC.
The One Word to Describe What You Do for Your Customers
The author advocates distilling your customer problem-solving into one word for marketing clarity, using "retention" and "inconsistency" as examples.
By Shep Hyken, Customer Service and Experience Expert, Keynote Speaker and Bestselling Author, Shepard Presentations, LLC.
When Customer Experience Becomes Customer Transformation
The article argues businesses should help customers achieve aspirations rather than just deliver services, citing examples from fitness equipment to Disney parks.
By Shep Hyken, Customer Service and Experience Expert, Keynote Speaker and Bestselling Author, Shepard Presentations, LLC.
Phone Calls Are “The Last Mile” of Hotel Distribution
Hotels lose significant revenue when staff fail to convert phone inquiries into direct bookings, missing opportunities to avoid 10-25% OTA commissions.
By Doug Kennedy, President of the Kennedy Training Network, Kennedy Training Network (KTN)