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Home / Archives for Shep Hyken

Shep Hyken

The Two Sides of Customer Service Training

Jan 28, 2014 By Shep Hyken

For any business to deliver good customer service, its employees must have both the attitude and the skills. The best companies know this, and through hiring and training make sure their employees have both.

Filed Under: Customer Service Tagged With: Customer Service, Customer Service Training, Employees, Hiring, Shep Hyken

If Customers Can Own Our Brand, They Can Also Own Our Business

Jan 21, 2014 By Shep Hyken

Is a customer loyalty program really a loyalty program? Does the typical customer enrolled in the program feel some sort of connection beyond the rewards, points or discounts they receive?

Filed Under: Marketing Innovations Tagged With: Customer Experience, Customer Loyalty, Discounts, Employees, Engagement, Shep Hyken

Customer Service Must Be Deeply Rooted in Company’s Culture

Jan 13, 2014 By Shep Hyken

The bottom line is that to be the best place to buy you must be the best place to work. Here is your best tactic: Treat your employees the way you want your customers to be treated—maybe even better!

Filed Under: Customer Service Tagged With: Culture, Customer Experience, Customer Service, Employees, Shep Hyken, Values

A Bad Customer Service Example Set by a Manager

Jan 3, 2014 By Shep Hyken

Learning experiences are everywhere, and in customer service, you can learn from the bad experiences as well as the good. I had a bad experience the other night, while having dinner at a favorite restaurant.

Filed Under: Customer Service Tagged With: Consistency, Customer Service, Listening, Mistakes, Shep Hyken, Solving Problems

Customer Congruency: What Are We Promising Our Customers?

Dec 16, 2013 By Shep Hyken

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?

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

Creating a 140-Character Brand Promise

Dec 2, 2013 By Shep Hyken

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?

Filed Under: Marketing Your New Business Tagged With: Branding, Customer Experience, Marketing, Shep Hyken

Is Your Customer Loyal to You or Your Price?

Nov 20, 2013 By Shep Hyken

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?

Filed Under: Pricing Strategy Tagged With: Customer Experience, Differentiation, Market Research. Competitors, Market Segmentation, Pricing, Shep Hyken

5 Customer Service Tips to Prepare for the Holiday Rush

Nov 5, 2013 By Shep Hyken

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.”

Filed Under: Customer Service Tagged With: Customer Experience, Customer Service, Employees, Holidays, Seasonal Business, Shep Hyken, Training

80 Percent of Customer Service: Just Being Nice

Oct 29, 2013 By Shep Hyken

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.”

Filed Under: Customer Service Tagged With: Customer Experience, Customer Loyalty, Customer Satisfaction, Customer Service, Operations, Product Development, Shep Hyken

Partial Customer Satisfaction

Oct 21, 2013 By Shep Hyken

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.

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

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