Shep Hyken

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 the most skilled—not to m...

Amazing Business Radio: Jim Tincher

Understanding Every Interaction to Create the Best Customer Experience Shep Hyken interviews Jim Tincher. They discuss journey mapping and how it can be used to improve both the employee experience and the customer experience. The Interview wi...

Customer Service May Not Be Your First Priority, and That’s Okay

Tony Hsieh is the CEO of the online shoe and clothing company, Zappos. The company’s reputation for amazing customer service is almost a cliché in the customer service world. Zappos stories have become customer service legends. The Zappos phone call th...

Amazing Business Radio: Jeff Gothelf

Building a Culture of Creative Response to Customer Need Shep Hyken interviews Jeff Gothelf. They discuss how companies must build a culture around listening and responding to customer need. The Interview with Jeff Gothelf: Do work that has an...

The Customer-Free Zone

There’s often a disconnect between organization leaders and customers. Leaders live in a customer-free zone where they don’t interact with customers on a daily basis and therefore don’t know what customers most desire. I had the great opportunity to in...

Amazing Business Radio: Josh Ginsberg

Crisis Management in the Customer Experience How to Take Care of Your Customers When Things Go Wrong Shep Hyken interviews Josh Ginsberg. They discuss crisis management and why brand integrity is important to customers. The Interview with Josh...

It’s Your Fault

The other day I was leaving a parking lot that required me to pay on the way out. It was an automated system. I put my ticket in the slot, the machine calculated what I owed, and then asked me to insert my credit card to make the payment. There were ev...

Amazing Business Radio: John Brandt

The Trap of “Nincompoopery” in Business and CX Forging Real Relationships with Your Customers to Deliver Excellent Customer Service Shep Hyken interviews John R. Brandt. They discuss his new book, Nincompoopery: Why Your Customers Hate You—and How to F...

Get Over It and Move On

Something bad happens. There’s nothing you can do about it. It happened—and now you have a choice. You can let it bother you. Let it fester inside of you. Let it impact your mood. Let it ruin your day or your week. Make you irritable and not pleasant t...

Amazing Business Radio: Cameron Mitchell

Putting People First to Achieve an Exceptional Customer Experience Shep Hyken interviews Cameron Mitchell, Founder and CEO of Cameron Mitchell Restaurants. They discuss Cameron’s customer service philosophies and his new book, Yes is the Answer! What i...

What Signals Are You Unintentionally Sending Your Customers?

I first came across this idea in the book Moments of Truth by Jan Carlzon, which I consider one of the most important books written on customer service. By the way, Carlzon’s definition of a Moment of Truth in business is, “Any time a customer comes in...

Amazing Business Radio: Michelle Hayward

The Five Core Values of Company Culture Creating Amazing Customer Experiences From the Inside Out Shep Hyken interviews Michelle Hayward. They discuss how to create and cultivate the core values and culture that keep companies strong. The Inte...

Proactive Customer Support

Just last week I wrote about the concept of predictive customer support. Now, we take a slightly different angle with the concept of proactive customer support. The concept is simple. The company reaches out to the customer before the customer has a ch...

Amazing Business Radio: Adrian Swinscoe

Painting Outside the Lines of Customer Service Shep Hyken interviews Adrian Swinscoe. They discuss his new book, Punk CX, and talk about how to apply punk sensibility to the customer service world. The Interview with Adrian Swinscoe: The speed...

Predictive Customer Support

In the old days – and even in modern times – if a customer wanted help or support, they picked up the phone and called for help. A (hopefully) friendly and competent customer service professional, also known as an agent or representative, would answer ...

Amazing Business Radio: Ford Blakely

Striking a Balance Between Business and Consumer Needs Shep Hyken interviews Ford Blakely. They discuss pursuing your passion, creating convenience, and balancing technology with a human connection. The Interview with Ford Blakely: When faced ...

Five Ways to Eliminate Customer Service Friction

It’s been a while since I talked about the concepts of friction and convenience. Our customers have learned what it’s like to have a friction-free, no-hassle, convenient experience. They love doing business with the companies that make it easy. If it’s...

Amazing Business Radio: Mary Drumond

Learning to Ask the Questions That Matter the Most Shep Hyken interviews Mary Drumond. They discuss Mary’s recent article, “Bad Experiences Aren’t Always the Problem for Companies” as it pertains to customer feedback, customers’ expectations, and the e...

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...

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