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.
Shep Hyken sits down with his longtime friend, Dr. Willie Jolley and discuss the strategies he used to help Ford avoid bankruptcy, why you and your organization should be constantly improving, and the 10 Commandments of Superior Service.
Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Continue reading
This week we feature an article by Chanice Henry who writes about the importance of cyber security in providing a trustworthy experience for your customers. – Shep Hyken Continue reading
If you compete head-to-head with your competition, you may win or lose. If you compete by being different, you stand out. And, that’s a win. Continue reading
Shep Hyken sits down with Ty Collins. They discussed how to raise your prices without losing customers, why you should be transparent, and how to give customers the best experience possible.
Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Continue reading
This week we feature an article by Brian Elrod who discusses how texting has become an important customer service tool for any type of business. – Shep Hyken Continue reading
In the past few months leading up to my new book, The Convenience Revolution, I’ve focused on ways to be more convenient for your customers. I’ve shared six Convenience Principles and numerous examples and case studies. The goal is to eliminate friction. What I haven’t done is talked to you about what causes friction. Continue reading
Proactive Customer ServiceShep Hyken sits down with Nick Mehta, CEO of Gainsight. They discuss why you should be proactive instead of reactive, how the subscription model is shaping customer loyalty, and why making your customers happy is no longer enough.
Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Continue reading
This week we feature an article by Brian Cantor who gives us a list of ways to achieve success and consistency when communicating with customers on any channel. – Shep Hyken Continue reading
In the past, I’ve written and talked about “Telling Your Story.” The idea is that you look to create the “legendary” type of stories that come from your employees and set the bar for the customer experience you want to deliver. Probably the best example is the famous Nordstrom story where a customer returned a set of used tires to a Nordstrom – and the store employee gave the customer a refund. We all know that Nordstrom doesn’t sell tires. If you don’t know the entire story, you can simply Google “Nordstrom Tire Story” and you’ll find plenty of information confirming the validity of the story. Continue reading
It’s All About The CustomerAnnette Franz returns to Amazing Business Radio to discuss becoming more customer-centric, how to understand your ideal customer, and journey mapping.
Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Continue reading
This week we feature an article by Pascal van Opzeeland who writes about the quality of customer support and what it takes to provide great customer support. – Shep Hyken Continue reading
Customer loyalty… This is what companies strive for, to create loyal customers. Some companies have earned a reputation that keeps bringing their customers back, again and again. How do they do it? Continue reading
The Subscription EconomyShep Hyken sat down with Tien Tzuo to talk about the subscription model and how companies like Salesforce, Uber, and Caterpiller are helping to make it the future of business.
Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Continue reading
This week we feature an article by Jim Iyoob who talks about how and why technology has changed consumer behavior and how you need to reinvent strategies to keep up with consumers. – Shep Hyken Continue reading
As most of you (hopefully) know, my latest book, The Convenience Revolution, is all about making the customer experience as frictionless as possible. In the book, there are six Convenience Principles with plenty of examples, and many of our followers have read my articles and watched my videos on these powerful concepts. The other day I was interviewed and asked, “How does one get started?” Continue reading
Shep Hyken sits down with Dan Schawbel to discuss how to use technology as a bridge to a strong customer and employee connection.
Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Continue reading
This week we feature an article by Andy Steuer who shares valuable information about how to use virtual web assistants to optimize productivity in areas of customer service, customer support, CRM management and more. – Shep Hyken Continue reading
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by Shep Hyken, CSP, CPAE
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