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Home / Archives for Shep Hyken

Shep Hyken

5 Ways to Lose Your Customer

Jan 16, 2015 By Shep Hyken

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.

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

Customer Service Strategy: To Serve and Protect

Dec 19, 2014 By Shep Hyken

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.

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

Charging Customers for Loyalty

Nov 26, 2014 By Shep Hyken

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:

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

An Amazing Customer Service Idea: The Five Dollar Lifeboat

Nov 6, 2014 By Shep Hyken

The second-generation owner of a chain of Ace Hardware stores, Tom Glenn, tells an inspiring story about his father, Elder Glenn.

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

Resolve Customer Service Complaints Quickly

Oct 21, 2014 By Shep Hyken

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.

Filed Under: Customer Service Tagged With: Complaints, Customer Service, Shep Hyken, Solving Problems

Social Customer Service Equals Positive Experiences

Sep 29, 2014 By Shep Hyken

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.

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

Respect Your Customers’ Time: Resolve Complaints Quickly

Sep 8, 2014 By Shep Hyken

Did you ever stop to think about how much time people spend on the phone making calls to complain about bad customer service?

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

Digital Customer Service: Opportunity to Connect with Customers

Jul 21, 2014 By Shep Hyken

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.

Filed Under: Customer Service Tagged With: Customer Service, ECommerce, Shep Hyken, Technology, Website

Customer Service from the C-Suite to the Mail Room

Jun 3, 2014 By Shep Hyken

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.

Filed Under: Customer Service Tagged With: Customer Service, Employees, Leadership, Shep Hyken

Customer Experience Lesson from a Superstar Athlete

May 14, 2014 By Shep Hyken

Recognized as one of the greatest basketball players to ever play the game, Earvin “Magic” Johnson is also successful in business, perhaps even more so. He is known for guiding typical suburban businesses into urban America.

Filed Under: Customer Service Tagged With: Customer Experience, Relevant Benefits, Shep Hyken, Understanding Customers, Value

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