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.
Predictive Customer Support
In the old days – and even in modern times – if a customer wanted help or support, they picked up the phone and called…
Amazing Business Radio: Ford Blakely
Striking a Balance Between Business and Consumer Needs Shep Hyken interviews Ford Blakely. They discuss pursuing your passion, creating convenience, and balancing technology with a…
Five Ways to Eliminate Customer Service Friction
It’s been a while since I talked about the concepts of friction and convenience. Our customers have learned what it’s like to have a friction-free,…
Amazing Business Radio: Mary Drumond
Learning to Ask the Questions That Matter the Most Shep Hyken interviews Mary Drumond. They discuss Mary’s recent article, “Bad Experiences Aren’t Always the Problem…
Can You Take a Punch?
In the world of boxing, the fighter must have the ability to take a punch. They have to endure or ignore the pain. They get…
Amazing Business Radio: Randy Frisch
Personalizing the Content Experience to Win Customer Loyalty Shep Hyken interviews Randy Frisch. They discuss how content marketing has changed and what businesses need to…
Amazing Business Radio: Jamie Gilpin
Human Connections Through a Digital Platform Shep Hyken interviews Jamie Gilpin. They discuss how the role of marketers has expanded to include the customer experience,…
Starting Over – Part Two
[unable to retrieve full-text content]The sun always rises tomorrow! The other day my friend and one of our avid Shepard Letter readers, Doug Schukar, shared…
Amazing Business Radio: Roger Dooley
Changing Friction to Deliver a Better Customer Experience Shep Hyken interviews Roger Dooley. They discuss his new book, Friction: The Untapped Force That Can Be…
The Customer Is Angry – And, It’s Not Your Fault
Imagine this. The customer on the phone – or in person – is raging mad. You can hear it in their voice – or see…
Amazing Business Radio: Nicolaj Sigglekow & Christian Terwiesch
Predicting Your Customers’ Wants and Needs to Create an Exceptional Customer Experience (CX) Shep Hyken interviews Wharton School professors Nicolaj Siggelkow and Christian Terwiesch. They…
Being the Bearer of Bad News
It’s never fun to share bad news with a customer. Many people are scared to be the bearer of bad news. There are plenty of…
Amazing Business Radio: Jill Nelson
Why Connections Matter More Than Ever Shep Hyken interviews Jill Nelson. They discuss her company, Ruby Receptionists, and how to use both technology and humanity…
Don’t Be Lazy – Go the Extra… Inch!
The other night my wife and I met three other couples for dinner at a nice restaurant. The food was great, but the service ended…
Amazing Business Radio: Karen Jaw-Madson
Making Customers the Focus of Your Company and its Culture Shep Hyken interviews Karen Jaw-Madson. They discuss her company, Design for Work Experience; her book,…
Customer Service and CX Lessons from Three Iconic Brands
I’ve talked and written about the differences between customer service and the customer experience, also known as CX. Customer service is typically what transpires between…
Amazing Business Radio: Patrick Campbell
Subscribing to the Customer Relationship to Win in Business Shep Hyken interviews Patrick Campbell. They discuss subscription models, company culture, hiring right, and becoming “customer-obsessed.”…
The Difference Between “Surprise and Delight” and Just “Delight”
Surprise and delight is a great customer service concept. Or is it? The concept behind surprise and delight is to surprise the customer with a…
Amazing Business Radio: Mike Grande
Growing Your Business One Customer at a Time Shep Hyken interviews Mike Grande, the founder and CEO of Rock Out Loud and The Staten Island…
Experiential Calluses Against Poor CX
Last summer I played golf with a friend. At the end of the game, he had blisters. He didn’t play very often, and the golf…