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.

It was a major meeting for my friends at Volkswagen Australia. This was their Customer Experience Summit, and the theme for the meeting was “Think Small: Big Differences Come from SMALL Details.”

Jason Bradshaw, the Director of Customer Experience, shared his vision about Volkswagen Australia being recognized and known for their amazing customer service. His goal is for VW to be one of the best in the industry. His bold move was to tell the audience, which consisted of the ownership and management of the Volkswagen dealerships throughout the country, that everyone should think small. Really? How can thinking small propel you to greatness? Well, it turns out Jason was onto something… BIG! Continue reading

Blake Morgan Shares How to Create Knock-Your-Socks-Off Customer Experiences

How do you create a customer experience that doesn’t just get business, but keeps customers coming back for more?

Shep Hyken interviews customer experience futurist, Blake Morgan, about her life, her book, and how to do more for your customers.

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My buddy went to dinner with his wife to celebrate their anniversary. The server overheard them talking about how many years they had been married and was flattered they chose to spend their special night at the restaurant. So, he brought them over complimentary champagne. They were surprised and most appreciative. That is, until the bill came.

As my friend looked over the bill he noticed there were two complimentary glasses of champagne on the bill had a charge of two dollars per glass. Since it was only four dollars, and rather than have a confrontation with the server, he just paid the bill. A perfect evening derailed when the surprise champagne turned out to be a bigger surprise than he expected. Continue reading

John Hall Shares Tips on Building Trust and Influence with Your Customers

How do you increase your influence with your customers?

Shep Hyken interviews John Hall, author and CEO/co-founder of Influence & Co., a content marketing agency that helps brands and individuals leverage expertise to create, publish, and distribute content. John shares how everyone can overcome trust barriers and build confidence and top-of-mind awareness through content marketing.

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We must always be honest with our customers. Even if it is something the customer doesn’t want to hear.

Many of you will be able to relate to this. My wife holds up two pairs of shoes and asks me, “Which pair of  shoes do you like better?” I know I’m in trouble. Is she really interested in my opinion? Or is it a trick question? In her mind she already knows the answer. She just wants me to confirm the answer. I have a 50/50 chance of giving her the correct response. And, even if I choose the correct pair of shoes, she is going to wonder why I didn’t choose the other. Only one other question she asks could get me in more trouble: “Does this dress look good on me?” But at least she didn’t ask, “Does this dress make my butt look big?” Although she just might as well have. Continue reading

Every week, I’m asked, “What is changing in customer service?” The expected answer is that I’ll talk about all the new ways customer service and support is conducted – and I do. There’s self-service solutions that include robust frequently asked questions and video. There’s social media customer service with multiple channels like Facebook and Twitter. And, AI (Artificial Intelligence) that the experts – myself included – say will potentially change everything. Continue reading

I’m often asked, “How many people in an organization does it take to create a culture focused on Customer Amazement?” The short answer is: all of them. But, the process has to start somewhere. Usually it’s at the top with leadership. But sometimes it can come from someone inside the organization at a different level. I refer to that person as The Force Within. That person delivers Amazement within the larger group, which may not necessarily be operating at the same standard as he or she is. Continue reading

Nick Friedman Explains What It Takes to “Move the World”

How can you create a purpose-driven, values-based, socially-conscious company that can deliver both success and significance?

Shep Hyken interviews Nick Friedman, co-founder of College Hunks Hauling Junk and Moving about how to develop a customer-focused, values-based company that can benefit you, your employees and your customers. Continue reading

Not long ago I was interviewing Kevin Berk, founder and CEO of ServiceGuru, on Amazing Business Radio. We were talking about the word fine. He commented that it is a four letter that begins with the letter F that you never want to hear from your customer. I then joked that fine is the “F-Bomb” of customer service.

Ask someone how their experience with your company is. If they say, “Fine,” and you dig a little deeper, you may find out things really aren’t so fine. Continue reading

Megan Singh on How to Create the Best Place to Work and the Best Place for Customers to Buy

What are some ways that you can show your customers, and your employees, that you are truly customer focused?

Shep Hyken interviews Megan Singh, Project Management Director at Squaremouth, a four-time Gold Stevie Award winner for Customer Service Department of the Year, to get ideas that you can implement in your organization. Continue reading