Shep Hyken

Amazing Business Radio: Jeffrey Hayzlett

Customer Service is Engagement Staying Focused on What Customers Want and Need Shep Hyken interviews Jeffrey Hayzlett, Chairman of C-Suite Network. They discuss strategies for persevering in business and providing amazing ...

The Mike Moment

We’ve all heard the old adage: “It’s better to give than to receive.” That’s what customer service people do. They give and give and give.They help solve problems and resolve complaints. What they get in return—hopefully—is a nice thank ...

Amazing Business Radio: Josh Liebman

Optimize Your Feedback LoopCollecting, Responding and Reacting to Customer FeedbackShep Hyken interviews Joshua Liebman, founder of BackLooper. They discuss strategies for collecting customer reviews and feedback and what to do with it after you collec...

Compare Yourself to the Best

Stop comparing yourself to the competition.It’s okay to ask yourself, “What are they doing that we aren’t?” However, that can be a dangerous question. I use the word dangerous to warn you that all you are doing is “baseline thinking.” I call it that be...

You May Not Know It, But You’re in the Subscription Business

I have an idea about renewals. Most people think that a renewal applies to some type of subscription. You renew your subscription to a magazine, a maintenance contract or a software program. But what if renewal had a broader meaning?What if renewal sim...

Ridiculous Interpretation of Rules

This is one of those unbelievable customer service stories that borders on the ridiculous. I actually thought I was in the middle of a Seinfeld episode—or maybe there was a hidden camera hoping to get a crazy reaction to the interaction I’m about to sh...

A Reason to Smile During the COVID-19 Pandemic

I’m going to switch up my typical customer service and experience content to share a little motivation.My buddy and fellow professional keynote speaker, Joey Coleman, is one smart dude. He made a great observation about the way people are reacting to t...

There’s Magic in Managing the Details

“Detail is no detail.”I’m not sure where I heard this first. I even did a Google search and couldn’t find it. Maybe I made it up. If I did, this is what I meant by it: details are important. They must be purposeful. Some of…

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 company hears about this particular problem, but it isn’t when the problem occurred. It occurred before 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 say.I had a chance to interview Matt for my Be Amazing or Go Home TV show, and he shared specific…

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. They discuss her experience as a Disney employee, their hiring process, and...

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 upon three entrepreneurs, each of whom wanted to open an ice cream shop. The great genie offered to grant each…

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 he saw her later—when she was off duty—she acted indifferent toward him, almost rude. She wouldn’t even smile, wh...

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 read part one yet, you can do so here. Or, you can see all these suggestions at once by reading…

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 basics. To this end, I recently published an article in Forbes about ways to create an ama...

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 bring to the organization is often overlooked. That’s a shame. People need to be recognized for their contr...

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 support center and notice how good the customer service was. A great service experience stood out. It was noticed. It…

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 of Compassion as an Engine for Success, why empathy creates a competitive advantage in busines...

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 on a phone or send follow-up surveys via email. I wrote about surveys a few years ago. The gist of…

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 how to keep customer service simple while delivering satisfaction. The Int...

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