Shep Hyken

Can You Take a Punch?

In the world of boxing, the fighter must have the ability to take a punch. They have to endure or ignore the pain. They get used it. It hardly bothers them. It’s part of the job. But what does this have to do with customer service? I recently had the h...

Amazing Business Radio: Randy Frisch

Personalizing the Content Experience to Win Customer Loyalty Shep Hyken interviews Randy Frisch. They discuss how content marketing has changed and what businesses need to do to create the best content experience for their customers. A good content mar...

Amazing Business Radio: Jamie Gilpin

Human Connections Through a Digital Platform Shep Hyken interviews Jamie Gilpin. They discuss how the role of marketers has expanded to include the customer experience, and how social media can positively affect the customer journey. The Inter...

Starting Over – Part Two

[unable to retrieve full-text content]The sun always rises tomorrow! The other day my friend and one of our avid Shepard Letter readers, Doug Schukar, shared this quote he heard over and over from his father growing up. I knew Doug’s father, the late a...

Amazing Business Radio: Roger Dooley

Changing Friction to Deliver a Better Customer Experience Shep Hyken interviews Roger Dooley. They discuss his new book, Friction: The Untapped Force That Can Be Your Most Powerful Advantage, and how it applies to the customer experience. The ...

The Customer Is Angry – And, It’s Not Your Fault

Imagine this. The customer on the phone – or in person – is raging mad. You can hear it in their voice – or see it in their eyes. You brace yourself. You’re ready to take the lashing this customer is about to give you. You know you personally did nothi...

Amazing Business Radio: Nicolaj Sigglekow & Christian Terwiesch

Predicting Your Customers’ Wants and Needs to Create an Exceptional Customer Experience (CX) Shep Hyken interviews Wharton School professors Nicolaj Siggelkow and Christian Terwiesch. They discuss their new book, Connected Strategy, and how any company...

Being the Bearer of Bad News

It’s never fun to share bad news with a customer. Many people are scared to be the bearer of bad news. There are plenty of examples of bad news – an order didn’t ship, something was damaged, a deadline is not going to be met, etc. It doesn’t really mat...

Amazing Business Radio: Jill Nelson

Why Connections Matter More Than Ever Shep Hyken interviews Jill Nelson. They discuss her company, Ruby Receptionists, and how to use both technology and humanity to deliver an amazing customer experience. The Interview with Jill Nelson: The d...

Don’t Be Lazy – Go the Extra… Inch!

The other night my wife and I met three other couples for dinner at a nice restaurant. The food was great, but the service ended on a sour note. Our server got lazy. His attitude toward the end of our experience reminded me that sometimes people don’t ...

Amazing Business Radio: Karen Jaw-Madson

Making Customers the Focus of Your Company and its Culture Shep Hyken interviews Karen Jaw-Madson. They discuss her company, Design for Work Experience; her book, Culture Your Culture; and the most effective work cultures for customer service. ...

Customer Service and CX Lessons from Three Iconic Brands

I’ve talked and written about the differences between customer service and the customer experience, also known as CX. Customer service is typically what transpires between people throughout the buying process or when there is a problem. That’s part of...

Amazing Business Radio: Patrick Campbell

Subscribing to the Customer Relationship to Win in Business Shep Hyken interviews Patrick Campbell. They discuss subscription models, company culture, hiring right, and becoming “customer-obsessed.” In Shep’s opening monologue, he talks about ...

The Difference Between “Surprise and Delight” and Just “Delight”

Surprise and delight is a great customer service concept. Or is it? The concept behind surprise and delight is to surprise the customer with a level of experience that they weren’t expecting. Obviously, it should be a positive experience. Otherwise, th...

Amazing Business Radio: Mike Grande

Growing Your Business One Customer at a Time Shep Hyken interviews Mike Grande, the founder and CEO of Rock Out Loud and The Staten Island School of Rock. They discuss Mike’s successful philosophies of providing an outstanding experience to his custome...

Experiential Calluses Against Poor CX

Last summer I played golf with a friend. At the end of the game, he had blisters. He didn’t play very often, and the golf clubs rubbed his skin raw. My hands were just fine. I’m fortunate to play several times a month and over time I’ve built up callus...

Amazing Business Radio: Sandy Rogers

Enhancing the Customer Experience Through Emotional Engagement Shep Hyken interviews Sandy Rogers. They discuss his new book, Leading Loyalty: Cracking the Code to Customer Devotion, and the importance of empathy, responsibility, and generosity in the ...

Leadership Sets the Tone of the Culture

One of our Shepard Letter subscribers, who asked to remain anonymous, recently shared a story worth telling. To protect him from the backlash he’s concerned about, we’ll change his name to “protect the innocent,” as the saying goes, just in case someon...

Amazing Business Radio: Jeff Nicholson

Crafting a Frictionless Service Experience for Employees and Customers Shep Hyken interviews Jeff Nicholson. They discuss self-service, points of friction and effort, and Jeff’s newest whitepaper, “Achieving Digital Customer Service Transformation.” ...

The Power of a Smile

“Smile and the world smiles with you.” That is part of a longer quote attributed to Stanley Gordon West. It became the topic of conversation while on a New York subway with my daughter, Alex, when I noticed her smile at someone who, in turn, smiled bac...

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