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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
Reasons for Customer Service Debacle

Reasons for Customer Service Debacle

Customer Experience

3

Customer Service Fails Last week a major cable and Internet provider made “headline” news when a customer recorded a call to the company’s customer service center. All the customer wanted... read more

Recommending Your Competition Equals Good Customer Service

Recommending Your Competition Equals Good Customer Service

Customer Experience

2

Confidence is Key The other day a potential client inquired about having me speak about customer service at his company’s annual meeting. Typically, one of the first questions a client... read more

It’s Not the Product. It’s the Experience.

It’s Not the Product. It’s the Experience.

Customer Experience

Deliver a Great Customer Experience What makes the great companies so great? It’s the customer service and experience the customer receives when doing business with that company. The companies that... read more

When it Comes to Customer Service, Be a Leader

When it Comes to Customer Service, Be a Leader

Customer Experience

I was boarding a very early morning flight to Dallas. One of the pilots of the plane, Gerald Higginbotham, was greeting every single person who walked on the plane. He... read more

Being Easy to Do Business With Is Good Customer Service

Being Easy to Do Business With Is Good Customer Service

Customer Experience

2

If I had a nickel for every time someone told me, “You should call ‘so and so.’ Their customer service is terrible. They could use your help,” I might not... read more


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Today’s Marketing Keeps Customers Coming Back

Today’s Marketing Keeps Customers Coming Back

Marketing

Customer Service Is the New Marketing Traditional marketing was used to get customers “in the door.” But today’s marketing keeps customers coming back. It’s more than a marketing message. It’s... read more

Free Can Be A Great Customer Service Strategy

Free Can Be A Great Customer Service Strategy

Customer Experience

Customer Loyalty Sometimes one of the greatest ways to provide great customer service is to give something of value away for free. It doesn’t have to be anything big or... read more

Amazing Customer Service Story: The Human Bench

Amazing Customer Service Story: The Human Bench

Customer Experience

2

What’s Your Amazing Story? Every once in a while a company has an opportunity to create an over-the-top customer service experience. They don’t happen every day, or they wouldn’t be... read more

Some Customers Aren’t Worth Doing Business With

Some Customers Aren’t Worth Doing Business With

Customer Experience

Bad Customers are bad for the Company’s Culture One of my favorite topics to write and speak about is about what happens when the customer is not right. I love... read more

Is Customer Service Getting Worse?

Is Customer Service Getting Worse?

Customer Experience

2

Customer is Smarter than Ever “Customer service isn’t getting worse. Customer service is getting harder.” This was the message that Barak Eilam, the CEO of NICE, a technology company focused... read more

Speed Creates Customer Confidence The Velocity of Customer Service

Speed Creates Customer Confidence The Velocity of Customer Service

Customer Experience

Create Confidence Recently I had the privilege of working with Busey Bank and heard their CEO, Van Dukeman, share a concept he referred to as the Velocity of Business, which... read more

Do You Know, Like and Trust Your Customers?

Do You Know, Like and Trust Your Customers?

Customer Experience

Customer Loyalty The old saying goes something like this: Customers want to do business with people they know, like and trust. Business is all about relationships. At a minimum, the... read more

The Evolution of Customer Service: Adapt and Adopt or be Left Behind

The Evolution of Customer Service: Adapt and Adopt or be Left Behind

Customer Experience

Customer Support When I was a kid, there were five TV Channels; ABC, NBC, CBS, PBS and a local channel. I remember it was a big deal when another independent... read more

Six Differences Between Customer-Focused Companies and Operations-Focused Companies

Six Differences Between Customer-Focused Companies and Operations-Focused Companies

Customer Experience

62

Better Customer Experience Some companies really understand customer service. They know how to hire for it, train for it and deliver it. Other companies claim to give customer service, but... read more

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