Digital Skills & Talent Gap Study: Summary of Top Findings – Register Now ›
Popular Today on Business 2 Community: All Popular Articles

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.

Follow Shep Hyken:

Social Sharing Buttons:  
Articles by Shep Hyken
Consistent And Predictable Experience Creates Customer Confidence

Consistent And Predictable Experience Creates Customer Confidence

Customer Experience

Customer Expectations You can have outstanding customer service, but it only takes one mistake to erode the customer’s confidence, thus diminishing the chance you’ll have at gaining the customer’s loyalty.... read more

Customer Service: What Not To Do When You Don’t Know

Customer Service: What Not To Do When You Don’t Know

Customer Experience

Common Sense Recently I had a question about my international calling plan for my mobile phone. I was preparing for several overseas trips. My assistant was tasked with finding the... read more

Digital Customer Service: An Opportunity To Connect With Customers

Digital Customer Service: An Opportunity To Connect With Customers

Customer Experience

As technology keeps advancing, the gap between in-person customer service and the online customer experience is closing. While there is still no substitute for the personal experience that comes from... read more

How To Celebrate Customer Service Week

How To Celebrate Customer Service Week

Customer Experience

In 1984 the International Customer Service Association started National Customer Service Week as a way to recognize and reward those people and companies focused on customer service. In 1992 President... read more

5 Reasons Companies Fail at Customer Service

5 Reasons Companies Fail at Customer Service

Customer Experience

2

Deliver Excellent Customer Service Customer service; it is common sense. You may know how to deliver an excellent customer service experience, but do you? Not long ago a potential client... read more

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