Greetings from Shoppers, Inc.! Hope you enjoy the article below from Shep Hyken as much as we did.
The Five Customer Service Experiences Customers Think Are Most Important
What do customers really want from a customer service experience? Each year, I ask that question in my annual customer service and CX research, and each year, the answers are pretty much the same. Customers’ expectations remain consistent. And, it turns out they are simple and practical, and when you get them right, they drive repeat business and customer loyalty. So, direct from my 2026 research, here are the five experiences that customers rate as most important:
- 93% of customers say they want employees who are kind and helpful. In other words, be nice! It sounds simple, but sometimes, being nice is not easy. And there are many ways to demonstrate being nice, such as being polite, which means saying please and thank you. It shows respect. I know, this seems like common sense, but that doesn’t mean it’s as common as it should be.
- 92% want a convenient experience. If you’ve been following me, you know I advocate creating an easy, frictionless experience. That’s about convenience, and each year that one shows up at the very top or near the top of the list of what customers want. And when you are easier to do business with, price becomes less relevant.
- 92% say they want employees who are knowledgeable. Being knowledgeable isn’t always about having all the answers. It can also mean knowing where to go or who to go to to get the right answers.
- 91% say they want to reach the right support person the first time. When you get this one right, not only do they reach the right person the first time, they also don’t have to repeat themselves. Customers hate, hate, hate being transferred multiple times and having to repeat their story.
- 89% want fast customer support responses. That means you don’t leave customers on hold for long periods and that you respond to their questions and comments in a timely manner. The faster the better. Fast response builds confidence!
None of these should be difficult to understand or deliver on, yet companies still struggle to put properly trained people on the front line. And regardless of how nice and helpful employees are, if the customer has to wait an unreasonable period of time on hold or for a response, it won’t matter. The experience isn’t defined by one of these. It’s the combination of all of them. In other words, you don’t get credit for being friendly if you’re slow, and you don’t get credit for being fast if you’re frustrating to deal with.
And more than just a bunch of numbers, here’s your big takeaway. Nothing on this list requires breakthrough technology or a massive investment. It’s about discipline, consistency and culture. Consider the findings and execute them well. The result is an experience that gets customers to say, “I’ll be back!”
Shep Hyken is a professional speaker and best-selling author. For more information on Shep’s speaking presentations, call 314-692-2200, email shep@hyken.com or go to www.hyken.com.
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