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.

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 →

Transparency In Business

Delivering an Experience That Makes Price Irrelevant

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.

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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 Service

How to Ensure You Are Delivering Success For Your Customers

Shep 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.

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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 Customer

Using Journey Mapping to Put the Customer Back into the Customer Experience (CX)

Annette Franz returns to Amazing Business Radio to discuss becoming more customer-centric, how to understand your ideal customer, and journey mapping.

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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 Economy

Why the Subscription Model is the Future and What to Do About It

Shep 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.

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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 →

Back to Human

How Great Leaders Create Connection In The Age of Isolation

Shep Hyken sits down with Dan Schawbel to discuss how to use technology as a bridge to a strong customer and employee connection.

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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 →

Back in my college days, I remember how easy it was at 11:00 at night, while studying for a test the next day, to order a pizza from Domino’s. I just picked up the phone and in less than thirty minutes, it was delivered. Today I do the same thing. I pick up the phone and order a pizza – but I don’t have to… pick up the phone. Continue reading →

Creating A Customer Experience Initiative

Owning Your Customer Service Initiative From the Top Down

Shep Hyken sits down with Christa Heibel to discuss the role the c-suite level plays in creating a CX strategy, how to keep track of your omnichannel presence, and how to measure and improve your customer experience strategy.