Shep Hyken

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...

Shep’s 2021 Top 10 Business Predictions

Every year I write my customer service and customer experience (CX) predictions in my Forbes.com column.This year, I thought I would share a brief version of them with our Shepard Letter subscribers. So, here are my Top 10 Predictions for 2021:Customer...

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...

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