Shep Hyken

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.…

Small Improvements in Customer Service Create Big Wins

Little successes added together make for large success down the road.Small successes add up. To put it in baseball terms, you don’t need to hit a home run every time it’s your turn at bat. So, here’s the question to consider: What small change will…

An Empowerment Lesson From the Ritz-Carlton

If you’ve been following my work, you know I’m a huge fan of the Ritz-Carlton.I was recently on a Zoom presentation with Horst Schulze, first president and co-founder of the Ritz-Carlton chain. When Horst speaks, I listen and take lots of notes. One of...

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