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.
In the past I've written that you should find out what you do differently than your competition and exploit it. When I work...
The story you're about to read is a five-star, scale of one to ten – give them an eleven – amazing customer service story. First,...
Back in the 1990's the White House Office of Consumer Affairs commissioned a study on customer service. One of the interesting statistics revealed...
So, you want great customer service? You want to be treated with respect. You want your complaint resolved. You just want...
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...
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...
Customer loyalty may not be what you think it is. Most people or companies claim to have great customer service and customer satisfaction...
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...
Last week was a terrible week for people using the BlackBerry (by RIM) handheld smart phones. The company had an "outage" and millions...
What is customer loyalty? I asked a number of business people the simple question, "What is customer loyalty?" The answers were mostly similar....
First, a reminder: This is customer service week. Are you doing anything special to "celebrate" this week? To get a few ideas...
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...
Every year, the first week of October is National Customer Service Week. Are you doing anything special? Here are ten customer and...
Retail chain Target had an interesting week. They launched a special designer collection from Missoni, who typically sells in upscale boutiques and retail...
It's been about a month since Steve Jobs announced that he was stepping down as CEO of Apple. People weren't surprised. He...
Customer loyalty can be developed because of three basic areas: 1. Customer service – This is about how well you...
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...
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...
This customer service tip focuses on customer loyalty, which is one of the coveted bi-products of delivering good customer service. Yet good – even...
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...
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