Advisory Board Member
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 Service Strategy: Deliver Value with Time
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?
5 Ways to Lose Your Customer
A sure way to lose customers is to deliver a bad customer service experience. And the customer service doesn’t even have to be flat-out terrible.
Customer Service Strategy: To Serve and Protect
In order to protect the client, you would put their interests first. Your main goal would be to sell them what they need, not what costs the most or what will help you to meet your sales goals.
Charging Customers for Loyalty
Customer loyalty is a goal for any company that wants to be successful. Countless studies have shown the financial benefits of having loyal customers over having to continuously attract new customers. There are a variety of ways to achieve customer loyalty, and some of these include:
An Amazing Customer Service Idea: The Five Dollar Lifeboat
The second-generation owner of a chain of Ace Hardware stores, Tom Glenn, tells an inspiring story about his father, Elder Glenn.
Resolve Customer Service Complaints Quickly
Do you spend more time than you would like on the phone dealing with bad customer service? Smart companies should realize that if they waste their customers’ time, they will eventually lose those customers.
Social Customer Service Equals Positive Experiences
I recently had the privilege of working with an amazing, customer-focused operation. Hy-Vee, a Midwest grocery store chain, impressed me, as I’m sure they impress their customers, with their amazing service delivered by dedicated employees.
Respect Your Customers’ Time: Resolve Complaints Quickly
Did you ever stop to think about how much time people spend on the phone making calls to complain about bad customer service?
Digital Customer Service: Opportunity to Connect with Customers
As technology keeps advancing, the gap between in-person customer service and the online customer experience is closing. While there is still no substitute for the personal experience that comes from dealing with another human being, some websites are employing very personalized tactics.
Customer Service from the C-Suite to the Mail Room
In a recent interview, I was asked questions about why the leaders of a company in the “C-Suite” should focus on customer service. While the customer service vision may start in the C-Suite, everyone must own the responsibility.