Author Archive | Shep Hyken

What Lane Are You In? Customer Service?

Blog post by on March 28, 2014

Customer Experience The best companies know what they are good at, and they “stay in that lane.”  For example, Ace Hardware is known for its helpful customer service.  Nordstrom is known for their brand of legendary service.  …

Turn Angry Customers into Customer Evangelists

Blog post by on March 6, 2014 Editor's Pick

I just returned from speaking at the International Franchise Association convention. This was my sixth year speaking at this great organization’s conference and I decided it should be more of a conversation than a speech. While there was plenty of content in the session, I asked our audience members to share their best practices…