Summary

In this episode of the Customer Service Revolution podcast, Denise Thompson and John DiJulius discuss five essential customer experience strategies for 2026. They explore the concept of a customer service recession, the importance of hiring for service aptitude, the effectiveness of micro learning in training, the need to rethink customer feedback mechanisms, and the critical connection between employee experience and customer experience. They also touch on the role of AI in enhancing customer interactions while maintaining the human element. The conversation emphasizes actionable strategies for leaders to create loyalty and improve service without relying on discounts or gimmicks.

Takeaways:

Companies must build measurable, coachable, and consistent customer experience strategies.
The customer service recession presents an opportunity for competitive advantage.
Hiring for service aptitude is more important than ever due to declining soft skills.
Micro learning is an effective way to reinforce training and improve retention.
Surveys are becoming less effective; businesses should measure actual customer behavior instead.
Employee experience directly impacts customer experience; leaders must prioritize both.
Recognition and appreciation are crucial for employee retention.
Investing in learning and development increases employee loyalty.
AI can enhance efficiency but should not replace human interaction in customer service.
Leaders should focus on fixing broken promises in their service delivery.