Shep Hyken

The Difference Between Customer Focus and… NOT

A potential client called for help. His plea was, “We are so NOT customer-focused, and we need to be!” He then shared what may be one of the most crystal-clear examples of the difference between a company that is customer focused and one that isn’t. By...

How to Turn Social Media Customer Service into a Marketing Strategy

Earlier this month I attended Social Media Marketing World, the largest conference on social media marketing in the world. Over the last few years, customer service has shifted from traditional phone support toward social media channels like Twitt...

How to Turn a Puck to the Face into a Moment of Magic®

I love a good hockey game, and my favorite team is the St. Louis Blues. I recently went to a game where a puck fluttered over the protective glass and hit a fan squarely in the head just a few rows in front of me. The blood started to flow and within s...

Social Customer Care Cannot Be Ignored

Just last week I attended Social Media Marketing World in San Diego. So, what does a social media marketing conference have to do with...

Four Customer Service Lessons from a Stevie Award Winner

Congratulations to Squaremouth, who just won a Gold Stevie Award for Customer Service Department of the Year – for the fourth time! (For those...

How Are You Helping Your Customers Self-Confirm the Sale?

Just imagine if you were the Director of Sales for a private jet company. Would that be a dream job? Jordan Zabel deals with high-end...

Sometimes Doing What’s Best for Customers Isn’t Always Going to Make Them Happy

What does it mean to be a customer-centric company? That seems to be the question of the week. It started off with one of our...

Dollar Shave Club Teaches a Valuable Customer Service Lesson

The Dollar Shave Club continues to impress me with their amazing customer service. I have used them as an example of how to create...

The One Thing We Must Do to Create a Customer Focused Culture

To kick off the start of 2017 I could share my “Top Seventeen Ways to Deliver Great Customer Service in 2017.” I’ve done something...

Customer Satisfaction Is the Enemy of Exceptional Customer Service

Jim Collins, author of the bestselling business book, Good to Great said, “Good is the enemy of great.” A twist on this excellent concept is...

Write Your Company’s Bestselling Customer Service Book

Here is an idea that just about any organization can do – write a book. But, not just any book. A customer service book,...

Customer Loyalty Lessons from Mama Louise

The other night I had a wonderful meal at Mama Louise, an Italian restaurant in Orlando on Florida’s ever popular “Restaurant Row.” I ordered...

WOW Is in the Details

Last week I wrote about the Un-WOW. After a number of comments from our readers, I want to discuss how, when and where you...

Sometimes It’s Not About the WOW! It’s About the Un-WOW!

QUICK REMINDER: Don’t forget about National Customer Service Week, October 3-7, 2016. For more information about the week check out these resources. Everyone wants to...

The Three Words that Describe Your Company

I’m very excited to share this concept with you, especially as we approach National Customer Service Week. If you’ve been following me for longer...

Sometimes It’s Okay to Ask a Customer to Repeat the Story

Customer Opportunity Just last week I wrote an article about companies that ask customers to repeat their problems, account numbers and more. So consider this...

We Can’t Do That

Customer Service Training It happens all of the time. A customer makes some kind of special request. It’s not that it is all that special....

A Big Trend in Customer Experience (CX): Convenience

Competitive Strategy What is one of the most valuable commodities in the world? Time! There is an old saying that goes something like this: “If you...

Seven Ways to Properly Give a Gift to Your Customers

The After-Experience Congratulations to my buddy John Ruhlin who has a new book that just came out, Giftology. In this book he covers the art...

An Amazing Customer Service and Leadership Story to Learn From

A recent segment on the CBS Sunday Morning with Charles Osgood had an amazing customer service story. Krystal Payne, at a Starbucks in Leesburg,...

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