Shep Hyken

Shep Hyken is a customer experience expert and the Chief Amazement Officer of Shepard Presentations. He is a New York Times and Wall Street Journal bestselling author and has been inducted into the National Speakers Association Hall of Fame for lifetime achievement in the speaking profession. Shep works with companies and organizations who want to build loyal relationships with their customers and employees. For more articles on customer service and business go to http://www.hyken.com.

Latest

Customer Congruency: What Are We Promising Our Customers?

As a business, we try to get our customers to perceive us a certain way. In the end, the customer determines if we have succeeded. What promises are we making to our customers?

Creating a 140-Character Brand Promise

Can you state your brand promise in 140 characters or fewer? And, more importantly, do you deliver on it? Would your customers be able to answer with your company’s name by simply reading the short, concise description?

Is Your Customer Loyal to You or Your Price?

What would happen if you were just a little higher priced than your competitor? How would your customers react? Would your loyal customers continue to do business with you, in spite of your higher price?

5 Customer Service Tips to Prepare for the Holiday Rush

Ah, Black Friday, the day after Thanksgiving, quite possibly the busiest shopping day of the year. Even if you’re not a retailer, read on. There are lessons here that can be applied to any business that experiences a “busy season.”

80 Percent of Customer Service: Just Being Nice

Woody Allen once said, “80 percent of success is just showing up.” To that I would add, “80 percent of customer service is just being nice.”

Partial Customer Satisfaction

Customers want choice. For many businesses, an important aspect of keeping customers happy is giving them options to tailor the product or service to their liking.

Customer Service Apology is Stronger with a Personal Touch

The personal touch can make all the difference. It is often unexpected, and always appreciated. You may not be able to drive to a customer’s office to personally apologize, but you can write a personal thank you note.

Laziness and Apathy are Customer Service Killers

Most people in front-line customer service jobs want to work hard, be helpful, and take care of the customer. No matter what the reason behind bad incidents the really bad thing is that they can create a negative impression for the business. The customer experience is lost.

Before You Can Be Customer Centric, You Must Be Employee Centric

Customers must be a company’s top priority for it to succeed. But in order to have a truly customer-centric outlook, the same level of service must start within the organization with a dedication to employees.

Employee Engagement is the Key to Working Harder and Caring More

More than 2,300 years ago, Aristotle said, “Pleasure in the job puts perfection in the work.” If this were written in today’s terms, it would fall under the heading of what we now call “employee engagement.”