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


at a rock concert

Rocking Customer Experience: Lessons from the “1984” Van Halen Concert

Customer service guru and National Association of Speakers Hall of Famer Shep Hyken interviews Jim Serger, author of  Jump: 40th Anniversary of Attending the “1984” Van Halen Concert. Using examples from a Valen Halen concert…

photo conveying the importance of positive customer service reviews

10 Customer Service and CX Tips for a New Year

Happy New Year! I want this year to be your best year ever for creating amazing customer service and experiences. And for everything else, too! But as it applies to the customer experience, I thought…

Get These Ingredients for Great Customer Service

Great customer service isn’t just about one thing. It takes a combination of things, covering all different aspects of your organization, to deliver that amazing experience every time. While the exact mix might be a…

Customer Service is Not a Cost Center

There’s often a temptation to think of customer service as a cost…the cost of spending time talking with customers, the cost of providing extra service, the cost of providing feedback channels. But if you’re really…

Feel Like You’re Down to Your Last Customer? Try This.

What would you do if you were down to your last customer? Maybe you’ve been losing customers, either to a competitor or to a general economic downturn. Or maybe you’re just starting and only have…

The Difference Between Mediocre and Great in Customer Service

Paying attention to small details can be what makes the difference between a great service experience and a mediocre one. When you observe your customers and pick up on the subtle cues and messages—both words…

Do You Offer Customer Friendly Prices?

Do you offer customer-friendly pricing? Or, are your customers surprised to find that fees, surcharges or other costs have been added to their bill and that their total cost is more than they expected? When…

An Opportunity to Walk in the Customer Support Center’s Shoes

Even if it’s not a full-time practice like Olark, consider giving all employees the opportunity to handle some of the customer support. It could help everyone understand just how important their roles and responsibilities are to the customer experience.

Customer Service May Rule, But Rules in Customer Service Don’t

Even while on vacation with my family, I can’t help but take note of the customer service—or lack thereof. One resort employee denied a simple request using one of my least favorite phrases:

Customer Service Journey Map Can Lead to Instant Gratification

The idea of providing instant gratification throughout the customer experience is a concept that evolved from a conversation I had with Frank Jacobs, the founder and CEO of Falcon Products, a company that makes table bases.