Shep Hyken

How to Create a Very Personalized Customer Experience

I just stayed at the Crowne Plaza in Lansing, Michigan. I’ve stayed at many Crowne Plazas in the past, and they are nice hotels, however, the experience at this one was quite unique. It was a personalized experience, and the way they went about it is a...

Strike the Balance Between the Digital Experience and the Human Experience

Technology is great… until it’s not. You are on a website. A little box pops up and there’s a picture of a customer service rep with a typed message asking if you need help. So, you type a question, and just a moment later you get a response. That’s th...

Five Ways to Disrupt Your Competition with Customer Service

The concept of disruption is interesting. If you ask most business people to name a company that is known for being a disrupter, you’ll hear answers like Amazon, Uber and Walmart. Walmart disrupted local businesses when they came into a community. Uber...

Your Brand is Defined by the Sum of All Your Customer Interactions

What does a good customer experience look like at your company? What does good customer service look like? Ask everyone on your team and listen to the answers. Will they be the same, or different? It will be interesting to see if your team recognizes t...

All Customers Are Created Equal – Just Some Are More Equal than Others

In 1945 George Orwell published the literary classic, Animal Farm, which was required reading in my middle-school English class. I always remembered the line: All animals are created equal, just some animals are more equal than others. Someone recently...

Want to be successful? Solve Your Customers’ Problems

It’s morning and you’ve just had breakfast. What are you going to have for dinner? 49% of people in the U.S. do not know what they are going to have for dinner. That stat comes from David Portalatin’s address at the Art of Beef Summit, sponsored by Car...

Amazing Business Radio: Gigi Butler

Create Your Own “Secret Ingredient” to Stand Out From Competition How can you separate yourself from the competition? Shep Hyken is joined by Gigi Butler, the founder of Gigi’s Cupcakes, the largest cupcake franchise in the world, to discuss how she d...

Sorry Shouldn’t Mean “Too Bad”

The other day a buddy shared an experience he had with a company that sold him mulch for his yard. When the truck arrived, he asked the driver and his co-worker to put the mulch in the backyard. The driver said, “I’m sorry. Dropping the mulch off in th...

We’re the Front Desk, Not the Shipping Department

The short version of my story is this: At a recent conference, the client gave their speakers a gift – a backpack filled with swag that included fancy water bottles, fleece pull-overs and more. This wonderful gift was a little large to fit in my suitca...

What Does Perfect Service Recovery Look Like?

There are many great customer service stories that can serve as a template for how to handle a problem.  I always fall back on my five-step service recovery process to handle all complaints and problems. For those that haven’t been following, the ...

The Difference Between Customer Focus and… NOT

A potential client called for help. His plea was, “We are so NOT customer-focused, and we need to be!” He then shared what may be one of the most crystal-clear examples of the difference between a company that is customer focused and one that isn’t. By...

How to Turn Social Media Customer Service into a Marketing Strategy

Earlier this month I attended Social Media Marketing World, the largest conference on social media marketing in the world. Over the last few years, customer service has shifted from traditional phone support toward social media channels like Twitt...

How to Turn a Puck to the Face into a Moment of Magic®

I love a good hockey game, and my favorite team is the St. Louis Blues. I recently went to a game where a puck fluttered over the protective glass and hit a fan squarely in the head just a few rows in front of me. The blood started to flow and within s...

Social Customer Care Cannot Be Ignored

Just last week I attended Social Media Marketing World in San Diego. So, what does a social media marketing conference have to do with...

Four Customer Service Lessons from a Stevie Award Winner

Congratulations to Squaremouth, who just won a Gold Stevie Award for Customer Service Department of the Year – for the fourth time! (For those...

How Are You Helping Your Customers Self-Confirm the Sale?

Just imagine if you were the Director of Sales for a private jet company. Would that be a dream job? Jordan Zabel deals with high-end...

Sometimes Doing What’s Best for Customers Isn’t Always Going to Make Them Happy

What does it mean to be a customer-centric company? That seems to be the question of the week. It started off with one of our...

Dollar Shave Club Teaches a Valuable Customer Service Lesson

The Dollar Shave Club continues to impress me with their amazing customer service. I have used them as an example of how to create...

The One Thing We Must Do to Create a Customer Focused Culture

To kick off the start of 2017 I could share my “Top Seventeen Ways to Deliver Great Customer Service in 2017.” I’ve done something...

Customer Satisfaction Is the Enemy of Exceptional Customer Service

Jim Collins, author of the bestselling business book, Good to Great said, “Good is the enemy of great.” A twist on this excellent concept is...

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