Shep Hyken

Experiential Calluses Against Poor CX

Last summer I played golf with a friend. At the end of the game, he had blisters. He didn’t play very often, and the golf clubs rubbed his skin raw. My hands were just fine. I’m fortunate to play several times a month and over time I’ve built up callus...

Amazing Business Radio: Sandy Rogers

Enhancing the Customer Experience Through Emotional Engagement Shep Hyken interviews Sandy Rogers. They discuss his new book, Leading Loyalty: Cracking the Code to Customer Devotion, and the importance of empathy, responsibility, and generosity in the ...

Leadership Sets the Tone of the Culture

One of our Shepard Letter subscribers, who asked to remain anonymous, recently shared a story worth telling. To protect him from the backlash he’s concerned about, we’ll change his name to “protect the innocent,” as the saying goes, just in case someon...

Amazing Business Radio: Jeff Nicholson

Crafting a Frictionless Service Experience for Employees and Customers Shep Hyken interviews Jeff Nicholson. They discuss self-service, points of friction and effort, and Jeff’s newest whitepaper, “Achieving Digital Customer Service Transformation.” ...

The Power of a Smile

“Smile and the world smiles with you.” That is part of a longer quote attributed to Stanley Gordon West. It became the topic of conversation while on a New York subway with my daughter, Alex, when I noticed her smile at someone who, in turn, smiled bac...

Amazing Business Radio: Jeff Toister

Taking Care of Your Employees So They Take Care of Customers Shep Hyken interviews Jeff Toister. They discuss his book, Getting Service Right: Overcoming the Hidden Obstacles to Outstanding Customer Service, and Jeff offers immediately applicable advic...

Amazing Business Radio: Natalie Petouhoff

Human-Inspired Machine Intelligence Shep Hyken interviews Dr. Natalie Petouhoff. They discuss AI in business—what works and what doesn’t work, how it can help companies and employees succeed, and how we can best utilize it. They also discuss the need f...

The Upfront Agreement of Future Communication

Not long ago, I wrote an article that featured Todd Hopkins, CEO of Office Pride, and his concept of core values being a decision filter. I had the chance to interview him for Amazing Business Radio and he dropped another big concept on us that’s worth...

Amazing Business Radio: Mark Copeman

Fostering Good Customer Service Habits to Make Your Business Stand Out Shep Hyken interviews Mark Copeman. They discuss his new book, Helpdesk Habits, which teaches employees how to turn good customer service practices into routine habits. They also ta...

Amaze It Forward

You’ve heard of the concept of Pay It Forward. Many people use the phrase to describe doing a good deed for someone with no other expectation than that person doing something nice for someone else and so on, creating a chain of good deeds. Don’t pay it...

Look Past the Obvious for a Better Solution

Winter travel can be stressful with the concern of weather-related delays and cancellations. On a recent trip that had a connecting flight, I was notified the night before that my first flight was going to be delayed, which made me worry about missing ...

Amazing Business Radio: Horst Schulze

Aligning Your Organization to a Company-wide Culture Shep Hyken interviews Horst Schulze, the cofounder and COO of Ritz-Carlton Hotel Company. They discuss Schulze’s new book, Excellence Wins, and how he succeeded in creating one of the best hotel comp...

Make Your Company’s Name Your Brand Promise

Earlier this year, I had the pleasure and honor of being the keynote presentation for River Valley Bank, soon to be Incredible Bank, as they merge the names of their brick-and-mortar banks and their online bank. I love that word, incredible, almost as ...

Amazing Business Radio: Jeff Robbins

Seeing Your Business Through the Eyes of the Customer Shep Hyken interviews Jeff Robbins. They discuss the importance of customer feedback, the most effective surveys, and how to use these tools to create customer loyalty and improve your business. ...

Doing the Right Thing: A Habit Worth Mastering

When it comes to taking care of customers, sometimes people go a little further than expected. When asked why, they often say, “It was the right thing to do.” There’s no incentive other than the desire to care for someone else. In a sense, that is what...

Five Ways to Say Thank You to Your Customers

Valentine’s Day is tomorrow. This is the day where we send our spouses, partners, and loved ones a gift. Often it is out of obligation. I have plenty of friends who tell me if they don’t get their spouse some flowers and a card, they will pay for it. S...

The Best Feedback Question

“Please stay on the line to answer a short, one-question survey at the end of this call.” That’s what I heard just before the agent picked up the phone to help me. Just a one-question survey? Sounds short enough. Sure, I’ll give them an extra minute ...

Your Personal Promise to Your Customers

Not long ago I wrote about Dr. Neil Baum’s Win-Wynn story. A few people went to his website and read his promise to his patients that he appropriately calls “My Personal Promise to You.” The feedback and comments about this promise were excellent, so I...

No Toilet Paper – Is Customer Service Getting Worse?

Some people claim that customer service is getting worse. I disagree. Customers are getting smarter and expecting more. The customer service “bar” is raised by great companies who teach us what good customer service should be. And, when there is a cust...

Ten Reasons WHY Customers Choose to Do Business with You

“People don’t buy what you do; they buy why you do it.” That quote comes from Simon Sinek, author of the book, Start with Why. This quote makes me think about the different reasons behind why a customer chooses to do business with a company. There are ...

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