Shep Hyken

How to Receive Customer Service

So, you want great customer service? You want to be treated with respect. You want your complaint resolved. You just want...

Are You the Owner?

At many of my presentations, I'll leave time at the end for the audience to brainstorm the ideas and take-aways they plan to implement...

High Customer Satisfaction Scores Do Not Mean Increased Revenue

Over the years I've written that to create customer loyalty, you must focus on two things: customer service and creating confidence. The combination of...

How Can You Achieve Customer Loyalty

Customer loyalty may not be what you think it is. Most people or companies claim to have great customer service and customer satisfaction...

Technology and Social Media Combine to Enhance the Customer Experience

Most people think that the use of Twitter and Facebook for customer service is about monitoring the comments that customers make about a company's...

Product Failure Leads to Lack of Confidence, Leading to Customer Defection

Last week was a terrible week for people using the BlackBerry (by RIM) handheld smart phones. The company had an "outage" and millions...

Ten Ideas to Help You Obtain Customer Loyalty

What is customer loyalty? I asked a number of business people the simple question, "What is customer loyalty?" The answers were mostly similar....

Customer Service Could Help Banks Reduce Consumer Anxiety Over Fees

First, a reminder: This is customer service week. Are you doing anything special to "celebrate" this week? To get a few ideas...

Upgrade Your Words to Improve Your Customer Service Experience

Warning: The words you use to communicate with your customer can destroy the customer service experience. On a recent business trip to San Diego, I...

Ten Customer and Employee Focused Ideas for National Customer Service Week

Every year, the first week of October is National Customer Service Week. Are you doing anything special? Here are ten customer and...

Target’s Customer Service Debacle Over Popular Designer Missoni

Retail chain Target had an interesting week. They launched a special designer collection from Missoni, who typically sells in upscale boutiques and retail...

Steve Jobs Knew It Was All About the Customer

It's been about a month since Steve Jobs announced that he was stepping down as CEO of Apple. People weren't surprised. He...

“I’ll have the usual.” Customer Consistency Leads to Loyalty

Customer loyalty can be developed because of three basic areas: 1. Customer service – This is about how well you...

Get Creative with Titles and Company Terminology

Customer service and the customer experience are driven by the culture inside an organization. I've seen some very interesting culture defining statements and job...

Up-Service Your Customer

You may have heard of the phrase "up-sell" as it refers to selling a customer an upgrade, more of something, etc. I've written that...

Customer Service Tip: What Not to Do – Twenty Ways to Kill Customer Loyalty

This customer service tip focuses on customer loyalty, which is one of the coveted bi-products of delivering good customer service. Yet good – even...

Customer Preference

How do your customers prefer to do business with you? Customer service isn't just about reacting to what the customer wants. Anticipating a customer's needs...

Customer Service Strategy: Ten Questions to Ask When Something Fails

The cliché goes: "We can learn from our mistakes." And it is true, especially as it applies to customer service. No matter how good...

Unique Methods Prove More Than One Way to Skin a Cat

In "The Amazement Revolution," I write about how to create serious F.U.N., where the letter F stands for "Fulfillment," the letter U stand for...

Hire Slow, Fire Quickly

There is an old concept in business that you should hire slow and fire quickly. This means that you should take your time when...

New Posts