Shep Hyken
Shep Hyken
Shep Hyken, CSP, CPAE is the Chief Amazement Officer of Shepard Presentations. As a customer service speaker and expert, Shep works with companies who want to build loyal relationships with their customers and employees. He is a hall of fame speaker (National Speakers Association) and a New York Times and Wall Street Journal best-selling author.
5 Top Customer Service Articles
For the Week of April 23, 2012 Each day I read a number of articles from various online resources such as "Inc.", "Forbes", "Fast Company"...
Customer Loyalty Programs: Stats, Facts and Opinions
For this last week in April, the final week of International Customer Loyalty Month, I want to share several more interesting statistics about customer...
Value Can Lead to Loyalty
April is Customer Loyalty month, and we're right in the middle of it. What have you done to focus on showing your customers...
20 More Tips on How to Deliver an Amazing Customer Experience
Usually I send out just one newsletter every month. Once in a while I send out more than one, and this is one...
20 Tips on How to Deliver an Amazing Customer Service Experience
First, April is customer loyalty month, and I hope you are doing something special for your customers. (Learn more at www.CustomerLoyaltyMonth.com.) And, this...
Customer Service Must Embrace Technology
There are some very cool and amazing technologies that are helping companies deliver a better customer service experience. It's more than Twitter, Facebook,...
Denver Bronco’s Turn a Potential Customer Debacle into Fan Jubilation: A Customer Service Comment from Shep Hyken
First, this isn't about football. But in short, here is the background. Last week the Denver Broncos football team traded one of their most...
Words You Use, and the Way You Say Them, Set the Tone of the Customer Experience
The W Hotel in Times Square (New York, NY) is one of my favorite hotels. The customer service, ambiance, and energy are just a...
Los Angeles Angels Customer Service Debacle Teaches Important Customer Service Lesson
Regardless of how good your product is, if you don't back it up with a strong customer service experience, your customers, when given the...
Caring is Key to Customer Loyalty
Did you ever wonder why a customer just stops doing business with you? Is it customer service (or the lack of it)? ...
Customer Service Strategy: Try to Be 100% Perfect (Which Is Impossible)
Here's another customer service lesson from the airlines. Earlier this month (February 14, 2012) the Transportation Department's Bureau of Transportation Statistics reported that the airlines...
Create a Customer Service Board of Directors
My last article discussed the idea of creating a "Customer Board of Directors" from your community of customers. This article focuses on creating...
Create a Customer Board of Directors
One of the seven customer service strategies covered in my latest book, "The Amazement Revolution," focuses on creating a community of loyal customers. ...
Watching and Listening to Customers Can Help You Deliver Exceptional Customer Service
My definition for delivering "amazing" customer service is to consistently be above average. At a minimum this is just a little above average....
Six Strategies to Compete In Business
This article started out to be about how the little guy company can compete with a big company. Specifically, in a recent interview...
Being Off Duty Doesn’t Mean You Aren’t Responsible for Customer Service (and More)
This may start out to sound like a rant, but it isn't. It's simply the set up for the customer service lesson to...
Five Ways to Create a Customer Service Culture
The reason an organization can deliver good or bad customer service comes down to one thing; what is happening on the inside of that...
Customer Service Recovery Can Show How Good You Are
Recently I had the pleasure of having lunch with Julia Carcamo (VP of Brand Marketing) and Jim White (VP of Guest Satisfaction) of Isle...
Top Ten Customer Service Strategies for the New Year
1. Be better than average. Amazing companies don't always deliver "Wow!" type experiences. No, they are just a little better than average – all...
Customer Service Systems Start with People
Companies care very much about the system that supports their customer service. This is typically an automated process or software program that helps...