Shep Hyken

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...

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 ...

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