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 service may NOT be the answer
That is an interesting statement coming from a guy that lives, breathes and shares with the world ideas and strategies on customer service. Okay, maybe...
The Real Customer Experience through the Eyes of Your Customers
You may have watched the CBS hit TV show "Undercover Boss." If you aren't familiar with the show, each week the cameras follow around...
Keeping the Customer Satisfied with Recovery
Someone once said… "99% customer satisfaction is meaningless when your customer is in that lone 1%." In my speeches I talk about making NO MISTAKES!…
Keeping the Customer
Someone once said… "99% customer satisfaction is meaningless when your customer is in that lone 1%." In my speeches I talk about making NO MISTAKES!…
The Real Customer
The Real Customer Experience through the Eyes of Your Customers You may have watched the CBS hit TV show "Undercover Boss." If you aren't familiar...
Customer Service Tip: Would You Recommend Your Competition?
I am always looking for great examples of customer service in my daily life. Something happened the other night that I think is "kind...
Customer Service Lesson: Manage Initial Impressions
Recently I went to the movie theatre with my kids. We were there for the early afternoon show – so were a few other...
Good Customer Service
Recently I was talking with a client about one of his employees and customer service. The day before I had presented the Moments of...
Support Your Internal Customers
Who is an internal customer? A simple definition of an internal customer is anyone within an organization who at any time is dependent on...
Customer Service and Customer Care – What’s the difference?
Recently one of our readers wrote in with a question about the difference between customer service and customer care. I sent back an answer...
Managing the
If you've read some of my past articles or seen me speak, you may remember some comments regarding the operations-focused company versus the customer-focused...
Manage Customer Experience through Small Details
It was just a small thing that most people wouldn't notice, but it was a detail worth noting in the quest for outstanding service....
Customer Service Lesson: How to Apologize
Groupon CEO Andrew Mason Shows How a CEO and Company Take Responsibility for a Customer Service Snafu Groupon is a fantastic app that features a...
The Best Leaders Leave a Legacy
The headlines yesterday were about Steve Jobs, Apple's leader and visionary, stepping down to take a medical leave. People are worried about what will...
Treat Employees Like They Are the Customer
"Treat your employees the way you want your customers treated – maybe even better!" Shep Hyken The above quote is simply a line taken from...
Four Valuable Customer Service Lessons We Can Learn From the Airlines
When discussing customer service, I don't like to pick on the airlines. Their shortcomings are obvious. Yet while I may encounter that curmudgeon at...
Ten Compelling Reasons to Deliver an Amazing Customer Service Experience
I love lists, especially when it comes to learning. The list below was the result of a quick brainstorming session about the advantages of...
Customer Service Stats and Facts and What They Mean to Us
Here are several customer service stats and facts, and what they might mean to you. The bottom line is that customer service continues to...
Five Levels of Service: How Do You Get to the Top?
Recently I was asked to rate and compare a number of companies on their level of service. As I started the comparison, I...
Loyalty Goes Both Ways
We all want our customers to be loyal. So here is a thought: In order to get your customers to be loyal to...