Shep Hyken

How to Reduce Friction

As most of you (hopefully know), my latest book, The Convenience Revolution, is all about making the customer experience as frictionless as possible. In the book, there are six Convenience Principles with plenty of examples, and many of our followers h...

Be as Easy as Ordering a Pizza

Back in my college days, I remember how easy it was at 11:00 at night, while studying for a test the next day, to order a pizza from Domino’s. I just picked up the phone and in less than thirty minutes, it was delivered. Today I do the same thing. I pi...

The New End

I had the wonderful opportunity to interview Sam Stern, a principal analyst at Forrester Research for my Amazing Business Radio show. One of the ideas we discussed was Daniel Kahneman’s Peak-end rule. The short version of this concept, applied to ...

Three Lessons from Apple on How to Amaze Your Customers

There is a lot we can learn from great companies, big and small. Many books have been written about companies like Disney, Nordstrom, Ritz-Carlton and Apple. And, once we learn how they do it, the key is making it work for our companies. It’s not about...

Make a Promise, Keep It. Offer a Guarantee, Honor It.

The Pasta House Company is a local chain of Italian restaurants that have been around since 1974, since I was just a kid. On Monday nights they had – and still do have – an “All You Can Eat” special. I loved that. All the salad, pasta and garlic bread ...

Take Your Customers Where They Need to Go, Not Where They Want to Go

On a recent trip to Africa, I had the pleasure of meeting the Governor of Oyo State, Nigeria, the Honorable Abiola Ajimobi. He had a commanding presence and shared many insightful thoughts. I asked what made him successful, and he quickly responded wit...

How to Disrupt Your Competition

Less than one week before the release of my new book, The Convenience Revolution: How to Deliver a Customer Service Experience That Disrupts the Competition and Creates Fierce Loyalty, so I thought it appropriate to share some thoughts on how being eas...

People Always Complain About That

The other day I was at my hotel waiting for my client to pick me up for a meeting. I wanted a quick breakfast, so I went to the hotel’s coffee shop to pick up some oatmeal. They had instant oatmeal in a cup. The cashier added the hot water and $4.00 la...

Never Take Your Eyes Off the Customer

One of my favorite restaurants in St. Louis, where I live, is Tony’s. You may be familiar with Tony’s if you have been following my articles and videos for a while. They are an outstanding example of a great product – their food – and amazing service. ...

Amazing Business Radio: Buddy Rice

Be Nice… Always Why (and How) to Put Your Customers at the Center of Your Decisions Shep Hyken sits down with his close friend, colleague and customer service expert Buddy Rice. They discussed how he helped Delta Airlines with their customer service c...

The Convenience Question: How Easy Am I to Do Business With?

Over the years I’ve taught a concept I refer to as the One Thing Question. This is a very simple question to use in a survey as a follow-up to the simple survey question, like the Net Promoter Score question (NPS). For those that may not be familiar wi...

Your Customer Service DNA

Some people are just naturally good at providing great customer service. They are people pleasers. They pay attention to details. And, it seems to come naturally to them. So, are they born with it, or do they learn it? How do they recognize that this i...

Amazing Business Radio: James Dodkins

Delivering A Rockstar Customer Experience Putting Your Customer First By Putting Your Employees First Shep Hyken sits down with James Dodkins to discuss James’s new book, 136 Ideas For Rockstar Employee Engagement, having an employee mission,...

Don’t Blame Me. I Just Work Here.

I can’t make this “stuff” up. It really happened! The other night I was at a very nice – and very expensive – steakhouse restaurant. This place was top rated for their steaks and seafood. We all ordered a salad. As the server was setting down the salad...

CX and EX (Customer Experience and Employee Experience)

Customer service and customer experience (CX) have become as hot of topics as any in business. Owners of small businesses and leaders of the largest companies recognize the importance of CX. It’s what drives our business. It’s become a customer expecta...

Amazing Business Radio: Craig McVoy

The Holy Grail Of Customer Experience How any sized business can create customer experience and loyalty. Shep Hyken sits down with Craig McVoy, founder and Chief Experience Officer at Beyond Brand. They discussed Craig’s new book Beyond Brand, the seve...

The More You Give the More You Get

There is an old saying: It is better to give than to receive. The interpretation of this is that giving is an act of kindness. There is another old saying: The more you give, the more you get. So, is the act of giving truly an act of kindness, even if ...

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...

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