Shep Hyken, Author at Business2Community

Shep Hyken

Contributor
100 Articles

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.

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.

Latest Articles By Shep Hyken

The Omnichannel Experience – What the Heck Does That Mean? 

There is a term in the customer service world that is often misused or misunderstood. That term is omnichannel. I…

Shep Hyken
January 17, 2022
Customer Experience

5 Lessons On How to Personalize the Customer Experience

I love to receive great examples of outstanding customer service. I’m always on the lookout for great stories, whether I…

Shep Hyken
January 10, 2022
Customer Experience

How Much Do You Trust Your Customers?

One of our loyal subscribers, Darrell Grant, The CXO at Hightower Wealth Advisors, shared a great story that provides an…

Shep Hyken
January 3, 2022
Customer Experience

One Simple Idea That Can Help You Retain Your Best Employees

We had some great feedback on The Three N’s of Employee Fulfillment article and video. Plenty of great comments. Here’s…

Shep Hyken
December 28, 2021
Customer Experience

Don’t Cut What Is Obvious to the Customer  

Last week I covered the concept of skimpflation. In case you missed it, the short definition is that skimpflation is…

Shep Hyken
December 17, 2021
Customer Experience

Here’s a New Word: Skimpflation

The other day my friend asked me, “Is mediocrity the new customer experience?” He mentioned how he’s had to wait…

Shep Hyken
December 10, 2021
Customer Experience

The 3 Ns of Employee Fulfillment

In the best of times, it’s important to keep your best employees. In tough times, it’s even more important. Customers…

Shep Hyken
December 3, 2021
Human Resources

“New-Style” Digital Versus “Old-Fashioned” Human Interactions

Here’s a question, and I think I know the answer. Would you do business with an airline that didn’t offer…

Shep Hyken
November 22, 2021
Customer Experience

A Fast Answer or the Right Answer

Recently I was talking to a customer support rep. She was amazing. She was personable, genuinely cared, and I felt…

Shep Hyken
November 15, 2021
Customer Experience

When Your Customer Experience Hits a “Bump in the Road”

One of our faithful subscribers sent in a question. While he’s in the hospitality industry, this could apply to any…

Shep Hyken
November 9, 2021
Customer Experience

Dealing With Angry Customers: Be Sincere When You Apologize

“I’m sorry.” Customers love to hear those important words, especially when they are calling about a problem or have a…

Shep Hyken
November 1, 2021
Customer Experience

Old School Ideas Can Have Big Impact 

Many years ago, my daughter and I were in our basement, and she found an old typewriter. She looked at…

Shep Hyken
October 24, 2021
Customer Experience

The Secret to Customer Loyalty

Okay, maybe it’s not the secret, but what I’m about to share with you is one of the secrets. Actually,…

Shep Hyken
October 15, 2021
Customer Experience

The 5 Best Things to Say to an Angry or Upset Customer

I was recently interviewed by Mario Martinez on his Modern Selling podcast. He shared a story about how he emailed…

Shep Hyken
October 8, 2021
Customer Experience

Best in Class Versus Best in Industry

Here is an interesting idea. Most businesses are competitive. They want to be better than their competition. Sometimes they try…

Shep Hyken
October 2, 2021
Customer Experience

The Culture Challenge

Culture is one of the most important parts of customer service and customer experience. I’ve written numerous articles about this…

Shep Hyken
September 24, 2021
Customer Experience

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