Website: https://www.hyken.com
Season 3 Episodes
Roll Out the Red Carpet for Your Employees – Season 3 Episode 2
Employees First: You have probably talked about rolling out the red carpet...
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Season 2 Episodes
Closing the Customer Experience Gaps – Season 2 Episode 8
Have you tightened up your brand’s customer experience journey? Shep shares three...
Today’s Economy Is All About The Customer – Season 2 Episode 7
The “ME”conomy. Today’s economy is all about you and me and your...
The Influence of Generation Z – Season 2 Episode 6
Shep talks about how Gen Z is going to change the way...
Three Successful Business Strategies You Must Do
Shep discusses three strategies successful organizations must do this year to separate...
The Post-pandemic Customer Experience – Season 2 Episode 4
Shep discusses 3 strategies for delivering a better customer experience during and...
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Season 1 Episodes
Exit Interviews and Staying Interviews
One of my favorite sayings is, “What’s happening inside an organization is...
Different Is Better than Better
I’m going to break just a bit from my typical customer service/customer...
When Your Company Becomes a Verb
In our customer service training workshops, we have an exercise that introduces a...
Good Intentions Can Be More Important than Perfection
Not long ago, I wrote about calling your customer or an employee “honey.” It...
Another Lesson on How to Handle Angry Customers: Don’t Smell the Milk
At a recent conference, I enjoyed an interview with a business owner...
A Lesson From Michelangelo: Details Matter
I don’t know if it’s true, but it doesn’t matter. This is...
Feedback Narcissism
The word narcissism is seldom used in a positive way. Google narcissism and you...
Is It Okay to Call a Customer or Employee Honey?
Just the other night, my wife and I joined some friends for...
Answer the Question the Right Way
Sometimes a customer asks a question, and then either doesn’t understand or...
Would You Rather Clean a Toilet Than Call Customer Support?
Would You Rather Clean a Toilet Than Call Customer Support? That’s exactly...
The Most Important Employee In Your Business
Is the CEO or owner the most important employee of a business?...
How to Deal with Customer Complaints: The Perfect Thing to Say
There are many ways to deal with complaints or angry customers. I’ve written...
Customer Service Is More Important than Price
“Is customer service more important than price?” That’s exactly what we asked...
The Number One Customer Service Strategy
We just released our annual customer service research where we surveyed more than 1,000...
Some Things Require No Talent
I recently received a note from my friend and Shepard Letter subscriber, Michael Staenberg....
Back to Class: Shep’s Law of Customer Service
Let’s go back to physics class for just a moment. Isaac Newton’s...
How to Get the C-suite to Invest in Customer Service
I’ve been asked many times how to get the C-suite to invest...
Make Your Customer Smarter: Create an Educational Experience
It’s natural that you would gravitate toward a person you perceived as...
Use Relationship Data to Build Stronger Connections
First, I hope the word “data” doesn’t scare you off. We’re not...
How Much Do You Trust Your Customers?
One of our loyal subscribers, Darrell Grant, The CXO at Hightower Wealth...
A Restaurant that Offers Car Washes on the Menu
I recently wrote an article about the little surprises that companies –...
Stop Sending Me Surveys Unless You Care What I Have to Say!
I’m getting survey fatigue. But it’s different than it used to be....
Five Lessons On How To Personalize the Customer Experience
I love to receive great examples of outstanding customer service. I’m always...
One Simple Idea That Helps Retain Your Best Employees
We had some great feedback on The Three N’s of Employee Fulfillment article and...
Don’t Cut What Is Obvious to the Customer
Last week I covered the concept of skimpflation. In case you missed it, the short...
The Three N’s of Employee Fulfillment
In the best of times, it’s important to keep your best employees....
Going “New-Style” Digital Versus “Old-Fashioned” Human Interactions
Here’s a question, and I think I know the answer. Would you...
A Fast Answer or the Right Answer
Recently I was talking to a customer support rep. She was amazing....
When Your Customer Experience Hits a “Bump in the Road”
One of our faithful subscribers sent in a question. While he’s in...
Dealing With Angry Customers: Be Sincere When You Apologize
There will be times that you feel you have to repeat yourself...
The Secret To Customer Loyalty
Okay, maybe it’s not the secret, but what I’m about to share with you...
The Five Best Things to Say to an Angry or Upset Customer
I was recently interviewed by Mario Martinez on his Modern Selling podcast. He...
Best in Class Versus Best in Industry
Here is an interesting idea. Most businesses are competitive. They want to...
Would Customers Pay to Do Business with You?
Think about this … what if you were to charge a customer...
Don’t Make Me Repeat My Story
I’m always frustrated when I call a customer support number that I’ve called before...
Amazon Sets the Standard for Every Business
Our customers are smarter than ever when it comes to customer service and receiving...
You’re Terminated: Three Reasons Customers Will Stop Doing Business with You
One of the favorite chapters I wrote in my recent book, I’ll Be...
Personalizing the Customer Experience Is a Competitive Differentiator
I recently released my 2021 Achieving Customer Amazement research. We surveyed 1,000 consumers...
The Difference Between Repeat Customers and Loyal Customers
“We love our customers, and they obviously love us. They keep coming...
The “Always” Concept: What We Must Always Do For Our Customers
One of the big concepts we teach in our customer service training programs is...
The Shortest Customer Service Keynote Speech Ever!
In my latest book, I’ll Be Back: How to Get Customers to Come...
Would You Rather Go to the Dentist or Call Customer Support?
Here is a stat that’s hard to believe: Forty-eight percent of Americans...
How to Handle Difficult Customers
Not long ago I covered six ways to handle angry customers. Often...
Companies’ Responses to COVID Provide Insights into Handling a Crisis
One of my viewers asked me the following question: What is your...
Customer Service Versus Customer Experience … What’s the Difference?
It is one of the most common questions I’m asked in interviews:...
There Is No Excuse to Not Respond to a Customer
Let me put it to you in the simplest terms possible. When...
Six Ways to Handle Angry Customers
Everybody has angry customers. Some customers are angry because they have a...
How to Compete with Amazon
Amazon has changed the way customers think. It has pushed customer service...
The Customer Service Ritual that Takes Place at Every Meeting
Every Monday morning – or at least the first day of the...
The Unexpected Stands Out – Especially if It’s Bad
In the customer service world, people have an expectation. They want to...
How to Get Your Customers to Say, “I’ll Be Back!”
Many companies think they have to compare themselves to their competition. They...
Avoid Customer Confusion
Today’s customers are smarter than ever. The online world has given customers...
The Most Important Measurement in Business
This is the first of several lessons I’ll be sharing from my newest book, I’ll...
Care More About Your Customer Than The Sale
It seems that most of the companies that customers love to do...
Reducing Friction Makes You Money
Reducing friction is all about creating an easier experience for the customer....
How to Handle Lost Luggage: A Lesson From the Airlines
It’s been almost a year since my last business trip due to...
Easy Ways to Improve Your Customer Service Skills
Not long ago I wrote about how small improvements can make a...
The Problem Isn’t the Employee, It’s the System
Here’s a true story shared by a friend of mine in the...
How to Deal With Negative Customer Service Interactions
I was recently asked what three traits I think are most important...
Small Improvements in Customer Service Create Big Wins
Small successes add up. You don’t need, to put it in baseball...
Empowerment Lessons From the Ritz-Carlton
If you’ve been following my work, you know I’m a huge fan...
Customer Service Lessons From the Best Unknown Companies
I’m often asked what the best way to disrupt the competition is....
The Story Tells the Story
What’s your story? What reasons compel your customers to do business with...
How to Be a Customer Service Hero: The Mike Moment
We’ve all heard the old adage: “It’s better to give than to...
Winner! Winner! Chicken Dinner! The Versatility of Customer Service
This is a crazy idea, but hear me out. When I was...
The New Executive Position: CLO, Customer Love Officer
The word love is not used that often in the corporate or...
Compare Yourself to the Best
Stop comparing yourself to the competition! It’s okay to ask yourself, “What...
Ritualize the Customer Experience
I love hanging around smart people, and my friend Todd Hartley is...
A Recipe for Amazing Customer Service
As we approach Thanksgiving, I can’t stop thinking about turkey and stuffing—and...
How Much Does It Cost to Give Great Customer Service?
I recently wrote an article in Forbes about how to get customers...
When Surprise and Delight Becomes Surprise Without Delight
We’ve all heard this expression. The intention is that we surprise our...
Does it Matter How You Refer to Your Customers?
Let me ask you: What do you call your customers? Do you...
Customer Service Week: A Time to Celebrate Customers AND Employees
It’s my favorite time of year… the leaves change from green to...
Be Nice – It Doesn’t Cost You Anything
What does it cost to be nice? Some would say, “Nothing.” When...
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Shep Hyken
Host - Customer Service and Experience Expert
Website: https://www.hyken.com
Shep Hyken, CSP, CPAE is a customer service expert, award winning keynote speaker and New York Times bestselling author who works with companies and organizations who want to build loyal relationships with their customers and employees. In 1983 Shep founded Shepard Presentations and since then has worked with hundreds of clients ranging from Fortune 100 size organizations to companies with less than 50 employees. His articles have been read in hundreds of publications, and he is a New York Times bestselling author. His books include Moments of Magic, The Loyal Customer, The Cult of the Customer, The Amazement Revolution and Amaze Every Customer Every Time. He is also the creator of The Customer Focus programs which help clients develop a customer service culture and customer loyalty mindset.
Editor
Nate Jones
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