Shep Hyken

The De-Evolution of a Business

Not long ago I was with my friend, Nelson Griswold. He shared with me a phenomenon he referred to as the de-evolution of a business. It can mean the beginning of the end for a business, and it usually comes as a result of not…

Amazing Business Radio: Peter Fader & Sarah Toms

Building a Customer-Centric Company with Long-Lasting Value Shep Hyken interviews Peter Fader and Sarah Toms. They discuss their new book, The Customer Centricity Playbook, and the “Customer Centricity Manifesto,” which teaches individuals and organiza...

It’s Not Where You Are. It’s Where You’re Going.

Sometimes you find life lessons in unexpected places. This time it was on the golf course. Almost every Sunday throughout the summer I play golf with some great guys. One Sunday we decided to play the championship tees—meaning we hit from the furthest ...

Amazing Business Radio: Chris Bauserman

Understanding the Emotion Behind the Experience Economy Shep Hyken interviews Chris Bauserman. They discuss how emotions and personalization play a large role in the customer service and experience of today, and how we can use data analytics to harness...

What Can You Do To Create a Better Experience For Your Customers?

If you’ve ever seen one of my speaking presentations, you’ve most likely heard my story about my favorite cab driver. It is an example of excellent customer service. It’s universal—I don’t know of anyone that hasn’t been in a taxi. If for some reason t...

Amazing Business Radio: John Rossman

Innovation from the World’s Leading Customer-Obsessed Company Shep Hyken interviews John Rossman. They discuss John’s new book, Think Like Amazon, and how to utilize the key factors that drive Amazon’s success. The Interview with John Rossman:...

Winning Decisions Are Sometimes Tough Decisions

I enjoy going to a baseball game. I live in St. Louis, and the fans of the St. Louis Cardinals are known throughout the sports world as being some of the best fans in all of baseball. Many fans remember Albert Pujols as one of…

Amazing Business Radio: Jim Tincher

Understanding Every Interaction to Create the Best Customer Experience Shep Hyken interviews Jim Tincher. They discuss journey mapping and how it can be used to improve both the employee experience and the customer experience. The Interview wi...

Customer Service May Not Be Your First Priority, and That’s Okay

Tony Hsieh is the CEO of the online shoe and clothing company, Zappos. The company’s reputation for amazing customer service is almost a cliché in the customer service world. Zappos stories have become customer service legends. The Zappos phone call th...

Amazing Business Radio: Jeff Gothelf

Building a Culture of Creative Response to Customer Need Shep Hyken interviews Jeff Gothelf. They discuss how companies must build a culture around listening and responding to customer need. The Interview with Jeff Gothelf: Do work that has an...

The Customer-Free Zone

There’s often a disconnect between organization leaders and customers. Leaders live in a customer-free zone where they don’t interact with customers on a daily basis and therefore don’t know what customers most desire. I had the great opportunity to in...

Amazing Business Radio: Josh Ginsberg

Crisis Management in the Customer Experience How to Take Care of Your Customers When Things Go Wrong Shep Hyken interviews Josh Ginsberg. They discuss crisis management and why brand integrity is important to customers. The Interview with Josh...

It’s Your Fault

The other day I was leaving a parking lot that required me to pay on the way out. It was an automated system. I put my ticket in the slot, the machine calculated what I owed, and then asked me to insert my credit card…

Amazing Business Radio: John Brandt

The Trap of “Nincompoopery” in Business and CX Forging Real Relationships with Your Customers to Deliver Excellent Customer Service Shep Hyken interviews John R. Brandt. They discuss his new book, Nincompoopery: Why Your Customers Hate You—and How to F...

Get Over It and Move On

Something bad happens. There’s nothing you can do about it. It happened—and now you have a choice. You can let it bother you. Let it fester inside of you. Let it impact your mood. Let it ruin your day or your week. Make you irritable…

Amazing Business Radio: Cameron Mitchell

Putting People First to Achieve an Exceptional Customer Experience Shep Hyken interviews Cameron Mitchell, Founder and CEO of Cameron Mitchell Restaurants. They discuss Cameron’s customer service philosophies and his new book, Yes is the Answer! What i...

What Signals Are You Unintentionally Sending Your Customers?

I first came across this idea in the book Moments of Truth by Jan Carlzon, which I consider one of the most important books written on customer service. By the way, Carlzon’s definition of a Moment of Truth in business is, “Any time a customer…

Amazing Business Radio: Michelle Hayward

The Five Core Values of Company Culture Creating Amazing Customer Experiences From the Inside Out Shep Hyken interviews Michelle Hayward. They discuss how to create and cultivate the core values and culture that keep companies strong. The Inte...

Proactive Customer Support

Just last week I wrote about the concept of predictive customer support. Now, we take a slightly different angle with the concept of proactive customer support. The concept is simple. The company reaches out to the customer before the customer has a ch...

Amazing Business Radio: Adrian Swinscoe

Painting Outside the Lines of Customer Service Shep Hyken interviews Adrian Swinscoe. They discuss his new book, Punk CX, and talk about how to apply punk sensibility to the customer service world. The Interview with Adrian Swinscoe: The speed...

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