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Shep Hyken

Shep Hyken
Shep Hyken, CSP, CPAE is the Chief Amazement Officer of Shepard Presentations. As a customer service speaker and expert, Shep works with companies who want to build loyal relationships with their customers and employees. He is a hall of fame speaker (National Speakers Association) and a New York Times and Wall Street Journal best-selling author.

The Day I Became a Customer Service Expert and Two Important Lessons 

“Find a job you love, and you’ll never work a day in your life.”   This line has been credited to Confucius, Mark Twain, Mark Anthony…

Five Lessons On How To Personalize the Customer Experience

I love to receive great examples of outstanding customer service. I’m always on the lookout for great stories, whether I personally experience them, or they…

How to Compete with Amazon

Amazon has changed the way customers think. It has pushed customer service and experience to a higher level. The result is that consumers are more…

Amazing Business Radio: Natalya Berdikyan

ThenThe Role of Energy in Customer Service Understanding How the 7 Levels of Energy Affects Customer Service  Shep Hyken interviews Natalya Berdikyan, founder and CEO…

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…

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…

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…

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…

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…

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…

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…

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…

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…

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…

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,…

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…

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,…

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…

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…

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