Customer Success Playbook S3 E40 - Shep Hyken - Why "Fine" is a Four-Letter Word in Customer Experience

Apr 7, 2025

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Get ready for a masterclass in customer service strategy with the legendary Shep Hyken. In this milestone episode of the Customer Success Playbook podcast, Shep breaks down key takeaways from his newly released "2025 State of Customer Service and CX" report. Discover why being merely "fine" won't cut it anymore, how consistency trumps heroics, and the one word that defines customer loyalty.

Detailed Analysis: In this lively and enlightening conversation, Kevin Metzger and Roman Trebon sit down with renowned speaker and author Shep Hyken to unpack the shifting expectations shaping the future of customer service. Shep's insights challenge the outdated belief that "satisfactory" is good enough. Spoiler alert: it's not. According to his report, 27% of customers say they'll start looking elsewhere if a company only delivers a satisfactory experience. In his words, "Fine is the F-bomb of customer experience."

But what does it take to rise above "fine"? Shep doesn’t just point to grand gestures; instead, he emphasizes the power of small, consistent actions. Whether it’s using a customer’s name or always being helpful and approachable, it’s about showing up reliably and slightly exceeding expectations. Shep shares how legendary brands like Ritz-Carlton win not by going over the top, but by being just 10% better than average—consistently. That 3.3 on a 5-point scale? That’s where magic lives.

This episode is packed with actionable gems for anyone in customer success, support, or CX leadership. If you're looking to fine-tune your 2025 customer strategy, Shep delivers the roadmap with charm, clarity, and a touch of humor.

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