by Shep Hyken - There is a term in the customer service world that is often misused or misunderstood. That term is omnichannel. I…
by Shep Hyken - I love to receive great examples of outstanding customer service. I’m always on the lookout for great stories, whether I…
by Shep Hyken - One of our loyal subscribers, Darrell Grant, The CXO at Hightower Wealth Advisors, shared a great story that provides an…
by Shep Hyken - We had some great feedback on The Three N’s of Employee Fulfillment article and video. Plenty of great comments. Here’s…
by Shep Hyken - Last week I covered the concept of skimpflation. In case you missed it, the short definition is that skimpflation is…
by Shep Hyken - The other day my friend asked me, “Is mediocrity the new customer experience?” He mentioned how he’s had to wait…
by Shep Hyken - In the best of times, it’s important to keep your best employees. In tough times, it’s even more important. Customers…
by Shep Hyken - Here’s a question, and I think I know the answer. Would you do business with an airline that didn’t offer…
by Shep Hyken - Recently I was talking to a customer support rep. She was amazing. She was personable, genuinely cared, and I felt…
by Shep Hyken - One of our faithful subscribers sent in a question. While he’s in the hospitality industry, this could apply to any…
by Shep Hyken - “I’m sorry.” Customers love to hear those important words, especially when they are calling about a problem or have a…
by Shep Hyken - Many years ago, my daughter and I were in our basement, and she found an old typewriter. She looked at…
by Shep Hyken - Okay, maybe it’s not the secret, but what I’m about to share with you is one of the secrets. Actually,…
by Shep Hyken - I was recently interviewed by Mario Martinez on his Modern Selling podcast. He shared a story about how he emailed…
by Shep Hyken - Here is an interesting idea. Most businesses are competitive. They want to be better than their competition. Sometimes they try…
by Shep Hyken - Culture is one of the most important parts of customer service and customer experience. I’ve written numerous articles about this…
by Shep Hyken - Think about this … what if you were to charge a customer just to talk to you about what you…
by Shep Hyken - One of the favorite chapters I wrote in my recent book, I’ll Be Back: How to Get Customers to Come…
by Shep Hyken - I’ve written about this before. Our customers are smarter than ever when it comes to customer service and receiving a…
by Shep Hyken - I’m always frustrated when I call a customer support number that I’ve called before and have to retell my story.…
by Shep Hyken - I recently released my 2021 Achieving Customer Amazement research. We surveyed 1,000 consumers in the U.S. and asked them numerous…
by Shep Hyken - “We love our customers, and they obviously love us. They keep coming back, again and again!” Who doesn’t want to…
by Shep Hyken - Here is a stat that’s hard to believe: Forty-eight percent of Americans would rather go to the dentist than call…
by Shep Hyken - One of the big concepts we teach in our customer service training programs is the concept of Always. This is…
by Shep Hyken - I’ve written about today’s topic before. The idea I’m about to share is really common sense. Even if you didn’t…
by Shep Hyken - How do you say Yes to every customer request? Is it possible? Is this customer service utopia? My friend Christine…
by Shep Hyken - It is one of the most common questions I’m asked in interviews: What’s the difference between customer service and customer…
by Shep Hyken - Not long ago I covered six ways to handle angry customers. Often an angry customer and a difficult customer are…
by Shep Hyken - One of our readers asked me the following question: What is your advice for a company that is struggling during…
by Shep Hyken - I love seeing visible signs of a customer- and employee-focused culture. My wife and I were on vacation in Mexico.…
by Shep Hyken - Everybody has angry customers. Some customers are angry because they have a complaint. Some are just having a bad day.…
by Shep Hyken - Amazon has changed the way customers think. It has pushed customer service and experience to a higher level. The result…
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