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Profile: Shep Hyken

Shep Hyken, CSP, CPAE is a speaker and New York Times and Wall Street Journal best selling author who works with companies and organizations who want to build loyal relationships with their customers and employees. His articles have been read in hundreds of publications, and he is the author of Moments of Magic, The Loyal Customer, The Cult of the Customer and The Amazement Revolution. He is also the creator of The Customer Focus program which helps clients develop a customer service culture and loyalty mindset.

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Articles by Shep Hyken
An Opportunity to Walk in the Customer Support Center’s Shoes

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

Customer Experience

The Customer Experience No doubt that customer service is a great differentiator. This is especially true in a world where a customer, depending on what they need, has many choices... read more

The Chief Customer Officer Customer Service and Experience Is Now Part of the C-Suite

The Chief Customer Officer Customer Service and Experience Is Now Part of the C-Suite

Customer Experience

It is a C level title that is becoming more and more popular. The Chief Customer Officer now has an important seat at the boardroom table. The CCO’s job? To... read more

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

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

Customer Experience

Empower Employees It was just two weeks ago that I was on a family vacation and I’m still thinking about what a resort employee said as she denied what I... read more

What Lane Are You In? Customer Service?

What Lane Are You In? Customer Service?

Customer Experience

Customer Experience The best companies know what they are good at, and they “stay in that lane.” For example, Ace Hardware is known for its helpful customer service. Nordstrom is... read more

Customer Service Journey Map Can Lead to Instant Gratification

Customer Service Journey Map Can Lead to Instant Gratification

Customer Experience

2

Here is a great customer service strategy: Instant Gratification. This doesn’t happen at the end of the transaction. This must happen at every step of the way. During the customer... read more


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Future of Customer Service is Now! Today’s Customer Service Tools

Future of Customer Service is Now! Today’s Customer Service Tools

Customer Experience

More and more I’m asked about the new technologies coming up in customer service and experience. It used to be that customer service was just a phone number you called... read more

Turn Angry Customers into Customer Evangelists

Turn Angry Customers into Customer Evangelists

Customer Experience

Customer Service Best Practices I just returned from speaking at the International Franchise Association convention. This was my sixth year speaking at this great organization’s conference and I decided it... read more

How to Turn Employee Customer Service Best Practice Into a Standard Practice

How to Turn Employee Customer Service Best Practice Into a Standard Practice

Customer Experience

Customer Service Lessons It was just another day of travel. I was flying to Las Vegas, the night before I was to present another customer service speech. The client had... read more

Customer Service Olympics: Reach for Gold to Reap the Rewards

Customer Service Olympics: Reach for Gold to Reap the Rewards

Customer Experience

Four Customer Service Tips “Perfectly executed!” “Nailed it!” “Flawless!” These are the words we hear the television commentators use to describe the athletes competing in various Olympic sports. Aren’t these... read more

The Two Sides Of Customer Service Training

The Two Sides Of Customer Service Training

Customer Experience

Understanding what it means to deliver great customer service and being the type of person who can deliver it are two very different things. Anyone can read about strategies or... read more

Five Ways to Show Your Customers and Employees That You Love Them on Valentine’s Day

Five Ways to Show Your Customers and Employees That You Love Them on Valentine’s Day

Customer Experience

Customer Service for Valentine’s Day Show a little customer love. How do you do it? Start with your employees. Thought for the day: Romance the employee and they romance the... read more

Customer Service Strategy: Deliver Value with Time

Customer Service Strategy: Deliver Value with Time

Customer Experience

1

Amazing Customer Service I don’t know very many people who enjoy waiting on anything. It’s not that everyone is impatient. It’s just frustrating to have to waste time standing in... read more

Above and Beyond Customer Service

Above and Beyond Customer Service

Customer Experience

Amazing Experience Wouldn’t you like all of your customers to say this? “They have the best customer service. They go above and beyond.” In just the last week I’ve heard... read more

Five Ways to Lose Your Customers

Five Ways to Lose Your Customers

Customer Experience

6

Bad Customer Service Want to lose your customer? Deliver a bad customer service experience. And it doesn’t really have to be that bad. Sure, if it’s flat out abysmally terrible... read more

Customer Service Strategy: To Serve and Protect

Customer Service Strategy: To Serve and Protect

Customer Experience

Customer Loyalty I’ve been writing customer service articles for over 25 years and always appreciate comments and stories that come from our readers. Jacques De Villiers responded to one of... read more