Shep Hyken

The Problem Didn’t Start When Your Customer Told You About It

The phone rings. A customer service representative answers the phone and hears about a problem a customer is having.It may be the first time the company hears about this particular problem, but it isn’t when the problem occurred. It occurred before the...

How to Transform the Customer Experience

Want to engage and connect with your customers more effectively? Then listen to what Matt Gillin, the co-founder and CEO of Relay Network, has to say.I had a chance to interview Matt for my Be Amazing or Go Home TV show, and he shared specific…

Amazing Business Radio: Teri Yanovitch

[unable to retrieve full-text content]Be the Disney of Your Industry Lessons from Disney to Improve Your Customer and Employee Experiences Shep Hyken interviews Teri Yanovitch. They discuss her experience as a Disney employee, their hiring process, and...

Once Upon A Time In Businessland

Today I share with you a fable.Once upon a time a great genie paid a short visit to the town of Businessland, where he happened upon three entrepreneurs, each of whom wanted to open an ice cream shop. The great genie offered to grant each…

Smile and the World Smiles With You—Unless It’s Fake

One of our faithful Shepard Letter subscribers emailed me a story. He was at a store, and the employee was friendly and engaging. But when he saw her later—when she was off duty—she acted indifferent toward him, almost rude. She wouldn’t even smile, wh...

20 Ways To Create An Amazing Customer Service Experience In 2020 (Part Two)

Last week, I shared ten ideas to drive a better customer experience in 2020. As promised, I’m back with ten more tips. If you haven’t read part one yet, you can do so here. Or, you can see all these suggestions at once by reading…

20 Ways To Create An Amazing Customer Service Experience In 2020 (Part One)

With all the focus on how technology—including AI, data, personalization and more—can drive a better customer experience, I wanted to shift my focus back to basics. To this end, I recently published an article in Forbes about ways to create an ama...

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 ...

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