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Home / Archives for Shep Hyken

Shep Hyken

Shep Hyken

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.

Get These Ingredients for Great Customer Service

Dec 9, 2020 By Shep Hyken

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 little different from one organization to the next, there are some common ingredients that you have to get right if […]

Filed Under: Customer Service Tagged With: Customer Experience

Customer Service is Not a Cost Center

Nov 16, 2020 By Shep Hyken

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 doing it right, customer service should not be seen as a cost center. It should pay for itself, and then […]

Filed Under: Customer Service Tagged With: Customer Experience

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

Apr 20, 2020 By Shep Hyken

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 one customer. Either way, what are you doing to create a powerful customer experience and keep that customer? And on […]

Filed Under: Customer Service, Run and Grow Tagged With: Customer Experience

The Difference Between Mediocre and Great in Customer Service

Jan 3, 2018 By Shep Hyken

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 and body language, things said and things unsaid—you can take advantage of the moment to deliver a better customer experience. […]

Filed Under: Customer Service Tagged With: Customer Experience, Customer Service

Do You Offer Customer Friendly Prices?

Jan 8, 2016 By Shep Hyken

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 this happens, customers can end up feeling like they are being taken advantage of. I was once that customer when […]

Filed Under: Pricing Strategy Tagged With: Pricing, Pricing Strategy

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

May 6, 2015 By Shep Hyken

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.

Filed Under: Customer Service Tagged With: Culture, Customer Service, Shep Hyken

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

Apr 8, 2015 By Shep Hyken

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:

Filed Under: Customer Service Tagged With: Customer Service, Policies, Shep Hyken

Customer Service Journey Map Can Lead to Instant Gratification

Mar 16, 2015 By Shep Hyken

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.

Filed Under: Customer Service Tagged With: Customer Experience, Customer Service, Shep Hyken

Turn Angry Customers into Customer Evangelists

Feb 23, 2015 By Shep Hyken

No matter my level of expertise in customer service, I’m amazed that there’s always something new to learn and to try. Companies are always finding new ways and coming up with new ideas to amaze their customers.

Filed Under: Customer Service Tagged With: Customer Loyalty, Customer Service, Shep Hyken

Customer Service Strategy: Deliver Value with Time

Feb 3, 2015 By Shep Hyken

Have you ever arrived for a lunch date with a friend only to have that friend show up 20 minutes late? Did you enjoy those minutes, sitting alone, studying the menu and looking around?

Filed Under: Customer Service Tagged With: Customer Service, Shep Hyken, Time Management

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