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.
The Problem Didn’t Start When Your Customer Told You About It
The phone rings. A customer service representative answers the phone and hears about a problem a customer is having.It may be the first time the…
How to Transform the Customer Experience
Want to engage and connect with your customers more effectively? Then listen to what Matt Gillin, the co-founder and CEO of Relay Network, has to…
Amazing Business Radio: Teri Yanovitch
[unable to retrieve full-text content]Be the Disney of Your Industry Lessons from Disney to Improve Your Customer and Employee Experiences Shep Hyken interviews Teri Yanovitch.…
Once Upon A Time In Businessland
Today I share with you a fable.Once upon a time a great genie paid a short visit to the town of Businessland, where he happened…
Smile and the World Smiles With You—Unless It’s Fake
One of our faithful Shepard Letter subscribers emailed me a story. He was at a store, and the employee was friendly and engaging. But when…
20 Ways To Create An Amazing Customer Service Experience In 2020 (Part Two)
Last week, I shared ten ideas to drive a better customer experience in 2020. As promised, I’m back with ten more tips. If you haven’t…
20 Ways To Create An Amazing Customer Service Experience In 2020 (Part One)
With all the focus on how technology—including AI, data, personalization and more—can drive a better customer experience, I wanted to shift my focus back to…
When Things Aren’t Going Well, Will You Accept Blame?
In a recent Shepard Letter, I wrote about the concept of giving recognition to the people who deserve it. Someone being recognized for what they…
10 Years Ago, Customer Service Was Appreciated—Today, It’s Expected
It wasn’t that long ago that you would go to a store, dine at a restaurant, do business with a vendor or call a customer…
Amazing Business Radio: Maria Ross
Creating a Culture of Empathy to Drive Success in BusinessShep Hyken interviews Maria Ross. They discuss her new book, The Empathy Edge: Harnessing the Value…
The Survey Shouldn’t Be the Last Thing the Customer Remembers About You
I’m all for getting customer feedback. There are different ways to go about it. Ask customers on the way out of a store, call them…
Amazing Business Radio: Sam Lessin
Measuring the Customer Journey to Meet New ExpectationsShep Hyken interviews Sam Lessin of Fin Analytics. They discuss the changing needs and expectations of customers, and…
Live Up to a Higher Standard of Service
A friend of mine recently told me about their bad experience at a restaurant. The server was very nice and extremely apologetic about the problems…
Amazing Business Radio: Tom Goodmanson
How AI Can Support Human Customer ServiceShep Hyken interviews Tom Goodmanson. They discuss trends in digital customer service, including hyper-personalization and fast, frictionless self-service. The…
5 Ways to Deliver Better Service Just in Time for National Customer Service Week
National Customer Service Week is coming up soon. Every year it is the first full week in October. This is a week to celebrate and…
Amazing Business Radio: Annette Franz
The Link Between the Employee Experience and the Customer ExperienceShep Hyken interviews Annette Franz. They discuss her new book, Customer Understanding: Three Ways to Put…
Yes is More Than an Answer. It’s an Attitude!
Customers don’t like to be told no. Any request or complaint that is met with a negative response may only add fuel to the fire.…
Amazing Business Radio: Paul Selby
Keeping Customer Service Relevant to Self-Service and Proactive Service Shep Hyken interviews Paul Selby of ServiceNow. They discuss the evolution of customer service and customer…
That “Something Extra” You Offer to Make Customers Love You
In the realm of business—and especially customer service—we often talk about how to differentiate yourself from your competition. It’s those companies that manage to stand…
Amazing Business Radio with Steve Farber
Doing What You Love in the Service of Customers Who Love What You Do Shep Hyken interviews Steve Farber. They discuss how to implement love…