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.

I recently planned a small two-day meeting for about 25 people. This was the second year for this meeting. The previous year we had stayed at a hotel that did a magnificent job of taking care of us. After that meeting, I talked to our sales rep and mentioned that if they repeated the contract we signed for that first year, we would most likely come back. And, we did. Continue reading

Sometimes, the most common-sense customer service tips are the most important.

A while back, I was talking to my lawyer about the “client service” I experience from him and his firm. It was evident that he was truly interested in my feedback. My response was simple. “I just have one complaint. I wish you would respond quicker to my phone calls and emails.”   Continue reading

Doing the Opposite of Normal Can Lead to Better Customer Service

Shep Hyken Interviews Jesse Cole, Author of Find Your Yellow Tux

Do your “fans” come first? When customers come first, success follows.   

 

 

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Over the last few weeks, I’ve been reading about predictions and trends for 2018. It got me thinking about the actions we must take to be competitive. Regardless of your industry, everything has changed about the way we do business. There are some businesses that claim they’ve done things the same way for years, decades, even a century. They claim they do business just as their fathers and grandfathers did. Nothing has changed. I disagree. Continue reading

The other night, I was out with some friends. We were at a well-known place, listening to music and relaxing. One of my friends said she wanted something chocolate, so she ordered a piece of chocolate cake. A few minutes later it arrived, and she took her first bite. You could tell by looking at her facial expression that she was not happy. She said it tasted very dry. Not what she expected. So, I tried a bite. She wasn’t kidding. It was worse than dry. It tasted like chocolate flavored sawdust. Continue reading

Here is a sobering statistic. According to the Five9 Customer Index 2017 report, 77% of customers in the B2C space will not do business with you again if you give them bad customer service the first time they do business with you. This is huge. That means that more than three-quarters of your customers will not give you a second chance if you don’t give them the customer experience they expect the first time around. Now, while the survey is focused on retail and consumers, don’t be fooled into thinking someone in the B2B space is exempt. The numbers are different, but the concept is valid for any business in any industry. Continue reading

Meeting Your Customers Where They Are, Will Cause Them to Stay Where You Are                  

Shep Hyken Interviews Jim Steinberg, Senior Vice President of LoyaltyPlant  

How would you like a perfect way to reach your customers and keep their attention?

 

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For many years, I’ve shared the concept I call the One Thing Question. The idea is to ask a customer, “What’s one thing you can think of that would make doing business with us better?”

I love this question because it’s all about how a company can improve in virtually any area. Some customers might suggest product improvements. Some might suggest a way to improve the system. Some might share an idea of how to deliver better customer service. Every time a customer gives a thoughtful answer to this question, they are giving you a gift. Continue reading

Know Your Customers. Understand Your Customers. Keep Your Customers.                

Shep Hyken Interviews Shannon Bell, Head of Product Management and Strategy at Amdocs

How are you using Artificial Intelligence to better understand your customers?

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