Shep Hyken
The Loyalty Gap: The Difference Between Repeat Customers and Loyal Customers
Or, In a recent Shepard Letter, I discussed the Trust Gap, which is the difference between an organization’s belief that their customers trust them and the percentage of customers who actually do. I’ve covered different gap concepts in the past, and it...
Eliminate the Trust Gap: Six Ways to Create Trust with Your Customers and Employees
There is a trust gap between customers and the companies and brands they do business with. The two questions to ask that will define this gap are: Do you think your customers trust you? (This is opinion.) Do your customers trust you?...
Three Ways to Create an Employee Experience that Creates a Better Customer Experience
Most everyone in the business world is familiar with the idea of customer experience (CX). And as popular as CX is, there’s a somewhat new concept that has been coming on strong for the past five years, and that’s the employee experien...
Amazing Business Radio: Carla Guzzetti
B2B or B2C…CX is CX Putting the Human Experience First as a Business Strategy Shep Hyken interviews Carla Guzzetti, Senior Vice President for Experience and…
Top Ten Customer Service and Customer Experience Predictions for 2023
Happy New Year! We have an exciting year ahead of us. So much has changed in just the past three years. And in the world of customer service and CX, there is much to be excited about. Last month I released my annual Top Ten…
Amazing Business Radio: Janelle Barlow
A Complaint is a Gift Moving Customer Complaints from Frustration to Satisfaction Shep Hyken...
23 Ways to Create an Amazing Experience In 2023
Happy New Year! I’m not one for New Year’s resolutions, which are often broken. Instead, I like setting and resetting my goals for the year, and in my...
Amazing Business Radio: Diane Hopkins
The Chief Moment Officer Building a Customer-centric Culture From the Frontlines to the C-suite Shep Hyken interviews Diane Hopkins, Certified Experience Economy Expert, CEO of ExPeers Consulting and author of Unleashing the Chief Moment Officers...
Three Ways to Be Amazing
Creating customer amazement is a foundational concept I cover in almost every one of my customer service keynote speeches. I’ve always preached that to amaze customers, we must simply be better than average all the time. While I’ve tho...
When Sales and Customer Service Collide
Lately, I’ve been thinking about how sales and customer service combine to create an experience – hopefully a positive one. And then, by coincidence, one of our loyal subscribers, Heidi Reslow, shared a story about someone buying a new...
Press One to Do This, Two to Do That … Phone Tree Abuse!
We’ve all experienced it. We’ve called the customer support line, and a pre-recorded message answers stating, “Press one for this, two for that, etc., etc. Well, it happened to me again – the third time this week – and this is how it went down. &n...
Amazing Business Radio: Jonathan Shroyer
Building the Future of Service for the Next Generation of Customers Trends That Will Affect Customer Service and Customer Experience Shep Hyken interviews Jonathan Shroyer, Chief Customer Experience Innovation Officer of Arise Virtual Solutions, a cust...
The Day I Became a Customer Service Expert and Two Important Lessons
“Find a job you love, and you’ll never work a day in your life.” This line has been credited to Confucius, Mark Twain, Mark Anthony and others. Anyone who finds what they love to do at work, either through a passion, hobby, interest, a rand...
Five Lessons On How To Personalize the Customer Experience
I love to receive great examples of outstanding customer service. I’m always on the lookout for great stories, whether I personally experience them, or they are sent in by our followers. What I share with you today is a great example of personalized an...
How to Compete with Amazon
Amazon has changed the way customers think. It has pushed customer service and experience to a higher level. The result is that consumers are more demanding and have higher expectations. It doesn’t matter what type of business or industry, Amazon has c...
Amazing Business Radio: Natalya Berdikyan
ThenThe Role of Energy in Customer Service Understanding How the 7 Levels of Energy Affects Customer Service Shep Hyken interviews Natalya Berdikyan, founder and CEO of Life By Design Academy and Frontline Consulting. They discuss how energy affe...
Avoid Customer Confusion
Today’s customers are smarter than ever. They know how to buy. The digital/online world has given customers the power to research products, read reviews, and compare prices.Often, customers have made up their minds about what they are going to buy befo...
How to Care More About the Customer Than the Sale
It seems that most of the companies that customers love to do business with have something in common. They focus more on the customer than they do the sale. Sure, they want to make the sale, add more revenue and get higher ratings. What company…
Amazing Business Radio: Neil Baum
A Prescription for Excellent CXCustomer Service Lessons From the Disney of HealthcareShep Hyken interviews Neil H. Baum, MD, Professor of Clinical Urology at Tulane Medical School in New Orleans, Louisiana. They discuss some of the foundational concept...
How to Handle Lost Luggage: A Lesson From the Airlines
It’s been almost a year since my last business trip. I’m excited as I’m writing this article because I’m about ready to take the first trip since the COVID-19 lockdown.I reflected on what I love about travel, and even some of what I don’t love.…