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Profile: Shep Hyken
Articles by Shep Hyken
The Two Sides of Customer Service Training: Human and Technical
Delivering Great Customer Service Just because an employee understands what it means to deliver great customer service, doesn’t mean that he or she is able to deliver it. As I... read more
Customer Service Tool: Consistency
Consistency Isn’t Part-Time It’s the same every time, never changing. Day in and day out, it’s always the same. Sound boring? It’s not when it comes to consistency in delivering... read more
Customer Service Tool: One to Say Yes, Two to Say No
Empower your people to come up with a solution. It’s easy to say, “I’m sorry, we don’t have that… We can’t get it… We can’t do that… It’s not our... read more
Trust Enhances Employee and Customer Experience
Key to a Customer Service Culture In a customer service culture, trust is of the upmost importance in the customer and employee relationship. In the perfect setting, management must trust... read more
Operationalizing a Customer Service Culture
Start by Focusing on Employees, Not the Customer How do you turn a good idea for a corporate culture into reality? By building an employee-centric workplace. An amazing customer service... read more
Amazing Customer Service Gives Competitive Edge In Any Economy and Any Marketplace
1Introduction to Customer Amazement Customer service gives you the competitive edge. It’s that simple. If what you sell is the same as what your competitor sells, customer service can tip... read more
Employee Engagement Leads to Working Harder and Caring More
2Five Steps to Achieve Employee Fulfillment Aristotle said, “Pleasure in the job puts perfection in the work.” This could have been the beginning of what we now call employee engagement.... read more
Create Your 140 Character Brand Promise
What’s Your Brand Promise? Recently Pizza Hut placed an advertisement to interview candidates for the position of social media manager. The catch was that the candidate had to sell themselves... read more
Big Data, Little Data: A Customer Experience Opportunity Waiting to Happen
The Best Companies Take Advantage of Both According to Wikipedia, Big Data is a collection of data so large and complex it becomes difficult to process… However, many companies embrace... read more
Heart of Customer Service Is Respect
The Backbone of a Customer Service Culture The other day I had the privilege of watching U.S. Navy Commander Mike Abrashoff, as he delivered a speech at a conference where... read more
Big Candy Bar Equates to Big Customer Experience
How to Add Value I love when great hotels offer nice amenities. Some include a newspaper in the morning, complementary bottles of water, a piece of chocolate on the nightstand…... read more
On Customer Congruency
A Customer Service Strategy to Help You Meet and Exceed Customer Expectations Customer Congruency: When what we promise and what the customer receives are thought to be the same. Lately... read more
By Our Recipes Shall Ye Know Us
BBQ, Family and Friends – The Best Combination I love barbeque. Maybe it’s because while growing up on every holiday and many Sundays over the summer we had these amazing... read more
Purposeful Customer Service
4Amazing customer service doesn’t happen by accident. It happens on purpose. I recently posed the following question to a group of business owners at the International Franchise Association convention: How... read more
Is Your Customer Loyal to You or Your Price?
Defining Your Customer’s Loyalty 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... read more
