It’s Not Too Late to Improve Your Customer Experience Strategy in 2025
It’s hard to believe, but 2025 will be halfway gone before you know it. July 2nd marks the exact midpoint of the year—and that makes this your 3-week heads-up to pause and ask:
👉 Are you keeping the customer experience commitments you made in January?
In the very first episode of The SUPER AMAZING Show this year, my video BFF Shep Hyken and I shared a CX resolution we hoped companies would adopt in 2025:
Sheps’ 2025 Customer Experience Resolution: Stop making customers wait on hold.
It’s not just frustrating—it’s expensive.
📊 43% of customers say they’d spend more if they never had to wait on hold. Nearly half (47%) say they’ve stopped doing business with a company that kept them waiting too long. (ACA Study 2024)
My 2025 Customer Experience Resolution: Stop using your customers as test subjects to train your AI chatbot.
If the tech isn’t ready, don’t make your customers suffer through broken or unhelpful interactions. Clunky AI (or as Shep likes to call it, “Artificial Incompetence!”) is a major turn-off to customers and teammates alike.
I’ll be diving deeper into this topic during my upcoming virtual keynote for Zoom’s CX Summit on June 24, where I’ll share practical ways to use AI to enhance customer experience—not harm it.
👉 Click here to register for free
Both of these resolutions point to the same truth: Customer experience is your biggest brand differentiator—and it’s shaped by every small interaction. Whether you set a CX resolution back in January or not, consider this your friendly reminder: There’s still plenty of time to make meaningful progress in 2025!
With the halfway mark just around the corner, now is the perfect moment to take stock of how you’re showing up for your customers and your team. Here are three high-impact moves to make to get your customer experience strategy 2025 on track before summer kicks into full swing:
1. Run a Quick Customer Survey
You don’t need fancy software or a 20-question form. Just ask your customers:
- What do you love about working with us?
- What can we do to make your life easier?
- What is one thing that another company does that you wish we did?
Many companies attempt to read their customers’ minds instead of simply asking for their feedback. Your customers WANT to share their insights with you and, more importantly, see the changes you make as a direct result. This isn’t just for feedback—it’s a relationship-strengthening tool. It shows customers you care, you’re listening, and you’re actively trying to improve their experience.
2. Personally Check In With Your Top Clients of 2025
If the last time your best customers heard from you was a holiday card or email blast… yikes. Now’s the perfect time to reconnect. Send a short, thoughtful message that goes beyond business. Ask questions like:
- How has your year been so far?
- Any exciting projects or plans this summer?
- Is there anything I can support you with right now?
And don’t be afraid to keep it light! A fun summer playlist, a local recommendation, or even a small branded gift can go a long way in showing you care. Last summer, I sent clients handheld fans with a note that said working with them was a breeze—and reminded them they’ve got a big superfan in their corner. 🙂
Looking for other easy ways to start a conversation with a client?
🏆 Celebrate a recent work promotion or company anniversary.
đź“š Share a podcast, article, or book that made you think of them or their work.
đź’ˇ Find a recent post they made on LinkedIn and share your insight
🎉 Wish them a Happy Father’s Day
đź“Š Ask how their team is navigating a current trend or challenge in the industry.
🎟 Mention an upcoming event, conference, or local happening they might be interested in.
Thoughtful, unexpected check-ins build relationships and help you stay top-of-mind with your customers.
3. Get Feedback From Your Team
Your employees—especially those on the front lines—are often the first to spot cracks in the customer experience. They know where the friction lives and where your brand has room to improve. Use this mid-year moment to check in with your team—through performance reviews, pulse surveys, or casual one-on-ones—and ask questions like:
- What are you hearing most from customers?
- What’s slowing you down or making your job harder?
- What goals do you have for the second half of the year?
- Is there anything I can do to better support you in your role?
And just as importantly, don’t make it all about work!
Ask about their summer plans. Check in on their families. See what they’re looking forward to outside the office. The first half of 2025 has been chaotic for many industries, and your team has likely been navigating a lot—professionally and personally. Take the time to slow down, connect, and acknowledge them as people first.
When employees feel seen and supported, they’re far more likely to create moments that make your customers feel the same.
Conclusion
The midpoint of the year is a natural checkpoint for your customer experience strategy in 2025—not just for goals and KPIs, but for relationships. Your customers and employees have been on the journey with you for the past six months. Now’s the time to show them you’re still invested, still listening, and still committed to delivering experiences that exceed expectations.
A little intentionality this month can set the tone for the rest of the year. Let’s make the second half of 2025 (and the next couple of weeks!) even better than the first!
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