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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.

Customer-Centric Business Focus Leads to Success

It's July 4. For our readers in the US, Happy Fourth of July! For the rest of our friends around the world,...

5 Top Customer Service Articles For the Week of June 25, 2012

Each week I read a number of articles from various online resources. Here are my top five picks from last week. I have added...

The Ten Foot, Five Foot Rule – With a Twist

This isn't anything new, but it's worth a reminder. It's Customer Service 101. It is a very basic concept or strategy that...

5 Top Customer Service Articles For the Week of June 18, 2012

Each week I read a number of articles from various online resources. Here are my top five picks from last week. I have added...

A Tale of Two Stores

"It was the best of times, it was the worst of times…" These are the opening words from the classic Charles Dickens novel...

5 Top Customer Service Articles For the Week of June 11, 2012

Each week I read a number of articles from various online resources. Here are my top five picks from last week. I have added...

To the Customer, You Are the Company

"Customers don't distinguish between you and the company you work for. To the customer's way of thinking, you are the company." – Ron Zemke,...

5 Top Customer Service Articles For the Week of June 4, 2012

Every day I read a number of articles from various online resources. Someone suggested I compile a list of my favorites for the...

Creating Value and Confidence Leads to Customer Amazement

How do you stand behind the products you sell, and how far are you willing to go to make a customer happy? What's...

5 Top Customer Service Articles For the Week of May 28, 2012

Each day I read a number of articles from various online resources. Someone suggested I compile a list of my...

Quick Response Provides a Customer Service Advantage

There are many strategies to help you deliver amazing customer service, and one of the most powerful ones is quick response. Quick response is a...

5 Top Customer Service Articles For the Week of May 21, 2012

Each day I read a number of articles from various online resources. Someone suggested I compile a list of my...

To Get Loyalty from Your Customers, You Must First Be Loyal to Them

I enjoy my cable TV, Internet, and phone service through one provider. It's called bundling and usually saves the customer money. The...

5 Top Customer Service Articles For the Week of May 14, 2012

Each day I read a number of articles from various online resources. Someone suggested I compile a list of my...

Work Environment Helps Create Company Culture

This past week I had the wonderful opportunity of working with PADI (Professional Association of Diving Instructors). They support their customers (members) who run...

5 Top Customer Service Articles For the Week of May 7, 2012

Each day I read a number of articles from various online resources. Someone suggested I compile a list of my favorites for the week....

Spirit’s Customer Service Debacle Teaches Several Business Lessons

Spirit Airlines made it big in the news this past week, for two reasons. Unfortunately, it was for all the wrong reasons. Spirit Airlines is...

5 Top Customer Service Articles

For the Week of April 30, 2012 Each day I read a number of articles from various online resources. Someone suggested I compile a list...

Customer Recovery: Guarantees and Communication

Recently I had an email exchange with Jeff Frank of Simplicity Sofas, an online furniture retailer. Simplicity Sofas uses their website as a...

5 Top Customer Service Articles

For the Week of April 23, 2012 Each day I read a number of articles from various online resources such as "Inc.", "Forbes", "Fast Company"...

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