Shep Hyken\'s Customer Service Blog

Below are blog posts, articles and tips focused on customer service and experience. To view just the articles (typically longer than a blog post), click here.

Robotic CS Saying YesPersonality Traits

I recently engaged in an online conversation with one of our subscribers, Per Sjofors, and he shared an observation regarding customer service. He noted that even if a company takes care of every request, if its response is lacking in personality, it may not be perceived as good service. I agreed, and we talked more about what I call Stepford Service. Continue reading

Andrea Michaels on Achieving Success and Thriving in a Crisis

Shep Hyken speaks with Andrea Michaels, CEO of Extraordinary Events, Pillar of the Industry award winner, and author on overcoming obstacles and conflict. Andrea shares her story on how she became one of the most recognized event planners in the world and provides lessons on how to properly handle crises. Everyone will encounter conflicts throughout their life. If you want to learn some great lessons on how to handle them, you can’t afford to miss this show!

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Simple Not Easy - Low ResCustomer Service is Simple

My belief is that customer service is simple. At least it is on the surface. It can be as simple as just being nice to a customer. Being nice, showing empathy, being sincere – these are some of the basics of customer service, and they seem pretty simple. Of course there is much more to delivering an amazing customer service experience than just being nice, but that’s a pretty good start. Continue reading

Nick Night Shares a Revolutionary Way to Add Value for Your Customers

Shep Hyken discusses marketing and sales with, CEO and Co-Founder of Revizzit, Nick Night. They discuss creating your 21st century fan club by offering exclusive content through untraditional means. Nick shares some great ideas and tactics he uses within his company – ideas that everyone can apply to their businesses.  You’ll also learn about Revizzit.com, a publishing platform that is revolutionizing the publishing industry and is an outstanding way to provide value to your customers. The result adds value to your customer’s experience and helps create customer loyalty. (And, who doesn’t want that!)

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You Can't Script SincerityCustomer-Focused

It’s not that hard to notice when you’re dealing with a customer support rep who is less than sincere. They tend to say some of the same things over and over, such as, “I can understand why you would feel that way and we are sorry for your inconvenience.” It’s as if they are reading from a script… because most of the time they are. I actually had one customer service representative repeat that phrase so many times that I asked them to not to say it anymore. Continue reading

Karin Hurt & David Dye Share a Practical Action Plan
for Being a Better Leader

Shep Hyken speaks with Karin Hurt, Leadership speaker and CEO at Let’s Grow Leaders, and David Dye, award winning author and owner of Trailblaze Inc., on leadership. Karin and David share techniques from their new book, “Winning Well: A Manager’s Guide to Getting Results—Without Losing Your Soul.” Their focus is on developing people. They show you how to escape the metric maze and focus on getting better results AND building stronger relationships.

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Customer SurveysThe Customer Experience

How important are customer surveys? Peter Drucker’s old saying comes to mind: “You can’t manage what you don’t measure.” Those surveys can give you a lot of data that you can use to improve virtually any part of your organization. There are two important parts to a customer survey that we’re going to cover today: Continue reading

Matt Hall Simplifies Investing

Shep Hyken speaks with Matt Hall, author, cofounder and president of Hill Investment Group, about investing. He shares some details from his new book, “Odds On: The Making of an Evidence-Based Investor.” Are you interested in a powerful investment strategy for your long term financial success? Of course you are, but finance and investing can be boring…not this book and not this interview! Tune in to hear the thoughts, ideas, and experiences of Matt Hall.
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relationship buildingRelationship Building

Back in the 1980’s when I started my business, I read just about any book that I felt could help me. Back then if you went to the business section of the bookstore, there was maybe one shelf of books. One of those books was Harvey Mackay’s Swim with the Sharks without Being Eaten Alive. His company, MackayMitchell Envelope, is a prime example of how the product (envelopes, stationary and other printing products), while important, is really second to the customer service and relationship that he gives his customers. That philosophy made this book one of my “go to” business books. Continue reading

Adrian Swinscoe Tells Us How to Wow Your Customers

Shep Hyken speaks with fellow customer service and experience expert and author, Adrian Swinscoe. Adrian shares insights and tips from his new book, “How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing”. This episode will not only share how to create a better customer experience, but it will guide you to create an amazing customer experience for every customer. Most importantly it will help you give your customers an effortless experience. If you are in any way a leader, manager, or in any type of customer service, this episode is especially for you! Continue reading

Bribe Me With Customer SerivceSocial Review Sites

My automobile dealer wants my experience with them to be perfect. Really, they do! It turns out that the dealership is given a financial incentive by the automobile manufacturer to deliver excellent service. They are worried that if the dealership fails, then the next time I buy a car I may switch, not just to a different dealership, but to a different brand all together. Even though it’s not the manufacturer’s fault that the dealer gives me a bad customer service experience, the dealer’s problems reflect poorly on the brand. Continue reading

William Donius on How to Unlock Your Inner Genius

Shep Hyken speaks with New York Times Bestselling author, speaker, and philanthropist, William (Bill) Donius, about thinking differently. Bill shares his methodology from his book, “Thought Revolution: How to Unlock Your Inner Genius.” He shares very specific techniques that you can put to use immediately. It’s time for you to stop saying you’re going to think outside the box, and start doing it! Listen to this episode and find out how to unlock your inner genius!
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