Shep Hyken

When Things Aren’t Going Well, Will You Accept Blame?

In a recent Shepard Letter, I wrote about the concept of giving recognition to the people who deserve it. Someone being recognized for what they bring to the organization is often overlooked. That’s a shame. People need to be recognized for their contr...

10 Years Ago, Customer Service Was Appreciated—Today, It’s Expected

It wasn’t that long ago that you would go to a store, dine at a restaurant, do business with a vendor or call a customer support center and notice how good the customer service was. A great service experience stood out. It was noticed. It…

Amazing Business Radio: Maria Ross

Creating a Culture of Empathy to Drive Success in BusinessShep Hyken interviews Maria Ross. They discuss her new book, The Empathy Edge: Harnessing the Value of Compassion as an Engine for Success, why empathy creates a competitive advantage in busines...

The Survey Shouldn’t Be the Last Thing the Customer Remembers About You

I’m all for getting customer feedback. There are different ways to go about it. Ask customers on the way out of a store, call them on a phone or send follow-up surveys via email. I wrote about surveys a few years ago. The gist of…

Amazing Business Radio: Sam Lessin

Measuring the Customer Journey to Meet New ExpectationsShep Hyken interviews Sam Lessin of Fin Analytics. They discuss the changing needs and expectations of customers, and how to keep customer service simple while delivering satisfaction. The Int...

Live Up to a Higher Standard of Service

A friend of mine recently told me about their bad experience at a restaurant. The server was very nice and extremely apologetic about the problems that happened throughout the evening—but there were still problems. The food took a long time to get to t...

Amazing Business Radio: Tom Goodmanson

How AI Can Support Human Customer ServiceShep Hyken interviews Tom Goodmanson. They discuss trends in digital customer service, including hyper-personalization and fast, frictionless self-service. The Interview with Tom Goodmanson:The “CX revoluti...

5 Ways to Deliver Better Service Just in Time for National Customer Service Week

National Customer Service Week is coming up soon. Every year it is the first full week in October. This is a week to celebrate and appreciate not only our customers, but also the people who make our customers happy. In fact, the original intent was…

Amazing Business Radio: Annette Franz

The Link Between the Employee Experience and the Customer ExperienceShep Hyken interviews Annette Franz. They discuss her new book, Customer Understanding: Three Ways to Put the “Customer” in Customer Experience (and at the Heart of Your Business). The...

Yes is More Than an Answer. It’s an Attitude!

Customers don’t like to be told no. Any request or complaint that is met with a negative response may only add fuel to the fire. That’s why I’ve been intrigued for years by Cameron Mitchell’s philosophy—and also the title of his book—Yes is the Answer!...

Amazing Business Radio: Paul Selby

Keeping Customer Service Relevant to Self-Service and Proactive Service Shep Hyken interviews Paul Selby of ServiceNow. They discuss the evolution of customer service and customer needs in a digital world, and how companies can employ self-service and ...

That “Something Extra” You Offer to Make Customers Love You

In the realm of business—and especially customer service—we often talk about how to differentiate yourself from your competition. It’s those companies that manage to stand out from the crowd that end up being successful. When I work with companies, I u...

Amazing Business Radio with Steve Farber

Doing What You Love in the Service of Customers Who Love What You Do Shep Hyken interviews Steve Farber. They discuss how to implement love into every aspect of your business to drive customer success. The Interview with Steve Farber: Even if ...

The De-Evolution of a Business

Not long ago I was with my friend, Nelson Griswold. He shared with me a phenomenon he referred to as the de-evolution of a business. It can mean the beginning of the end for a business, and it usually comes as a result of not…

Amazing Business Radio: Peter Fader & Sarah Toms

Building a Customer-Centric Company with Long-Lasting Value Shep Hyken interviews Peter Fader and Sarah Toms. They discuss their new book, The Customer Centricity Playbook, and the “Customer Centricity Manifesto,” which teaches individuals and organiza...

It’s Not Where You Are. It’s Where You’re Going.

Sometimes you find life lessons in unexpected places. This time it was on the golf course. Almost every Sunday throughout the summer I play golf with some great guys. One Sunday we decided to play the championship tees—meaning we hit from the furthest ...

Amazing Business Radio: Chris Bauserman

Understanding the Emotion Behind the Experience Economy Shep Hyken interviews Chris Bauserman. They discuss how emotions and personalization play a large role in the customer service and experience of today, and how we can use data analytics to harness...

What Can You Do To Create a Better Experience For Your Customers?

If you’ve ever seen one of my speaking presentations, you’ve most likely heard my story about my favorite cab driver. It is an example of excellent customer service. It’s universal—I don’t know of anyone that hasn’t been in a taxi. If for some reason t...

Amazing Business Radio: John Rossman

Innovation from the World’s Leading Customer-Obsessed Company Shep Hyken interviews John Rossman. They discuss John’s new book, Think Like Amazon, and how to utilize the key factors that drive Amazon’s success. The Interview with John Rossman:...

Winning Decisions Are Sometimes Tough Decisions

I enjoy going to a baseball game. I live in St. Louis, and the fans of the St. Louis Cardinals are known throughout the sports world as being some of the best fans in all of baseball. Many fans remember Albert Pujols as one of…

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