119: State of CX

John recently had the incredible opportunity to chat with Shep Hyken, a true expert in the customer service and experience world and a best-selling author. They discussed the current landscape of customer service and its crucial role in building customer loyalty.

Their conversation led them to explore the fascinating statistics from the 2023 ACA study, revealing that customers are willing to pay more for excellent service and the significant impact convenience has on satisfaction and loyalty. Shep also shared insights from his latest book, “I’ll Be Back: How to Get Customers to Come Back Again and Again,” outlining a six-step process for creating loyal, lifelong customers. John and Shep even tackled the concept of price irrelevance and how an exceptional experience can make price a secondary concern for customers.

John and Shep reflected on the importance of trust, emotional connection, and authenticity in cultivating customer loyalty. Their discussion was filled with tips and actionable advice for anyone looking to revolutionize their customer service and stand out in today’s competitive marketplace.

Here are just a few takeaways:

  • Customer Loyalty and CX Importance
  • Customer Service and Price Irrelevance
  • Improving Customer Experience and Loyalty
  • Reflections on Life and Friendship

Resources mentioned:









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About The Author

John DiJulius

John R. DiJulius is a best-selling author, consultant, keynote speaker and President of The DiJulius Group, the leading Customer experience consulting firm in the nation. He blogs on Customer experience trends and best practices.