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.
Customer Preference
How do your customers prefer to do business with you? Customer service isn't just about reacting to what the customer wants. Anticipating a customer's needs...
Customer Service Strategy: Ten Questions to Ask When Something Fails
The cliché goes: "We can learn from our mistakes." And it is true, especially as it applies to customer service. No matter how good...
Unique Methods Prove More Than One Way to Skin a Cat
In "The Amazement Revolution," I write about how to create serious F.U.N., where the letter F stands for "Fulfillment," the letter U stand for...
Hire Slow, Fire Quickly
There is an old concept in business that you should hire slow and fire quickly. This means that you should take your time when...
When Does Customer Service Start and Stop
Recently a question was posed to me, "When does customer service start and stop?" The question was focused on the customer transaction, which I like...
Customer Service Debrief Helps Us Learn from Mistakes and Successes
The letter comes and it is a complaint from an unhappy customer. The customer tells the story in clear detail. It's obvious, we made...
Impressions versus Expressions
In the world of advertising, an "impression" is how many times people look at a website (or other forms of media/advertising.) I just read...
Customer Service Tip – Make a Good Last Impression
In the last few weeks I've noticed great customer service in three stores I do business with. At the AT&T phone stores the sales people...
Internal Customer Service Tip – Ask Your Team What They Think Can Change
People feel good when you want and value their opinions. So, ask your team what they think needs to be changed. Be specific. What...
Customer Service Can De-Commoditize Your Business
Last month I wrote about how customers are willing to spend more for good customer service. The American Express Global Customer Service Barometer stated...
Issue a Customer Service Challenge that Inspires Your Team
Goals give us something to strive toward and look forward to. People become inspired by a challenge. By creating a challenge or a goal...
Internal Customer Service Tip – Embrace Uniqueness of Your Employees
Exploit individual personalities. Everyone is different and as a result may have something special to bring to the table. Let them know how their...
Customer Service Tip – Employee Fulfillment a Key to Creating a Customer Focused Culture
Employees want to feel appreciated and trusted. One way of proving this is to invest in them through training. They know you...
Customer Service Stats Prove Why Everyone Must Deliver Excellent Customer Service
Some might find statistics to be boring. Yet sometimes they tell a story, one that is so compelling, that everyone in an organization,...
Invest In the Customer Experience
You may have heard the cliché, "Customer Service doesn't cost. It pays." My lead case study in The Amazement Revolution is focused on American Express....
Customer Service Tip: Offer Your Customers an Amenity
Customer service is about creating value. One form of value is offering your customers an amenity that they might not get from your...
Up Your Customer Service Game
NOTE: This customer service article/blog post is a bit different. I had the wonderful opportunity to work on this article with Alyson Stone...
Customer Service and Amazement Opportunities Are Everywhere
Customer service opportunities are everywhere, if you justpay attention. Observation is the key. Look and listenand you will pick up on opportunities...
Customer Service Tip from Lexus
Lexus has once again (for the fourteenth time since 1991) topped the JD Powers Customer Service Index survey. It is no surprise as...
Ten Customer Service Tips for Customer Loyalty Month
Customer Loyalty Month is every April. Thinking about what I could write or suggest, I read something that is unbelievable. The American...