How Customer Service Changes—and How It Stays the Same

Operationalizing a Customer Service Culture

Things change quickly in business today. Innovations in technology touch on almost everything we do. So naturally, many people ask me about how customer service is changing. They’re thinking about things like artificial intelligence, or social media, or online chat, or email. Whenever I hear that question, though, I can’t help but think that for all those changes, in a more important way customer service hasn’t changed at all. Customer service was, is, and always will be a customer who needs help or has a question or problem, and finding a way to make that customer happy in the end. The tools we have available may change, but at its heart, customer service is still the same.

To learn more, watch this video!

Shep Hyken

Shep Hyken

Shep Hyken is the Lecturer of Customer Experience for the Tarkenton Certificate in Entrepreneurship and the Chief Amazement Officer of Shepard Presentations. He is a New York Times and Wall Street Journal bestselling author and has been inducted into the National Speakers Association Hall of Fame for lifetime achievement in the speaking profession. Shep works with companies and organizations who want to build loyal relationships with their customers and employees. For more articles on customer service and business go to