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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
Enhance Customer Service Experience Using Self-service

Enhance Customer Service Experience Using Self-service

Customer Experience

Customer Service Add On Back when I was in college I worked at a self-service gas station. I’m probably dating myself, but this was at a time when gas stations... read more

Sell the Customer Service Experience, Not the Journey

Sell the Customer Service Experience, Not the Journey

Customer Experience

Positive Customer Experiences Companies have figured out that customer service is marketing. It’s the reason customers come back. It’s the reason customers talk to their friends about the company. It’s... read more

7 Ways to Build Online Customer Trust

7 Ways to Build Online Customer Trust

Customer Experience

Increase Customer Confidence It’s easy to build trust when you have the opportunity to connect with customers in person. You can look into their eyes, read their expressions, and interact... read more

You Can Be a Customer Service Hero

You Can Be a Customer Service Hero

Customer Experience

My 20-year-old daughter recently dropped her phone and shattered the screen. It happened as we were leaving a restaurant where we had lunch before taking her to the airport. She... read more

Are Your Employees Fulfilled, Appreciated and Understood?

Are Your Employees Fulfilled, Appreciated and Understood?

Human Resources

Internal Customer Pulse Check Forget once-a-year employee surveys. How about once-a-week? That is if you even do employee surveys. Many companies will survey their customers. The surveys range from simple... read more

Invite Your Customers to Review You

Invite Your Customers to Review You

Customer Experience

Social Media Policy Recently I read an article about a hotel that had a unique social media clause written into their special event contracts. This hotel was built in the... read more

Invisible Customer Service: The Customer Must Be Reminded of How Good You Are!

Invisible Customer Service: The Customer Must Be Reminded of How Good You Are!

Customer Experience

Proactively Engage the Customer When you go to a restaurant, a retail store, or your company has an ongoing relationship with a vendor, it’s easy to decide if you are... read more

Good Customer Service Handoff Leads to Appreciation

Good Customer Service Handoff Leads to Appreciation

Customer Experience

It’s not my department I hate the handoff. This is where the customer service representative I’m talking to transfers me to someone else to resolve my issue. It can happen... read more

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

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