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.

A few weeks ago I had breakfast at one of my favorite places, First Watch. On that particular day I wasn’t that hungry so I ordered just one pancake. Typically, when I add a pancake they charge a dollar. When the server left the check on the table I noticed they charged me five dollars for the pancake. I asked about the high-priced pancake and learned there was as difference between adding a pancake and ordering just one for breakfast. He was very nice about it, and I was happy to accept the reason. He then jokingly told me the next time I came in he was going to give me a pancake for a dollar. I thanked him and left him a nice tip for his great service and his outstanding attitude. Continue reading

Brian Solis Discusses the Role of
Customer Experience Design

What will brands and businesses need to do in the future to be successful?

Shep Hyken speaks with Brian Solis, who asserts that all thinking needs to start with the customer experience design. Design what your customers are supposed to feel at all parts of their customer journey. Think beyond the products and services that you sell. Think about the entire customer experience.
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To kick off the start of 2017 I could share my “Top Seventeen Ways to Deliver Great Customer Service in 2017.” I’ve done something like that most years. Instead, I’d like to kick off with something a bit more manageable. Not seventeen ideas, but just one. Not only is the focus on one idea, but really it’s just one word. And, that word is… alignment.  Continue reading

Thomas A. Stewart and Patricia O’Connell on
How to Deliver an Exceptional Customer Experience
– By Design

Is your business equipped to deliver exceptional customer experiences? Shep Hyken speaks with Thomas A. Stewart and Patricia O’Connell, authors of the new book “Woo, Wow and Win: Service Design, Strategy and the Art of Customer Delight,” who assert that a customer’s experience should be designed just as thoughtfully as your product was designed.  A successful customer experience will not happen by accident.
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customer focused cultureAs an organization gets larger, there is a tendency to start to focus more on overhead and profit and less on customer acquisition, and even more important, retention. My friend and customer service colleague, Steve Digioia brought this up and asked the question, “What are the causes of this change and how do you keep this from happening?”

My first response was that yes, this does happen, and then there’s a realization that the company has to get back to focusing on the customer, playing catch up to replacing defecting customers and making up for lower sales as a result. This is the opposite of what they wanted to achieve. Continue reading

Bill Aston Shares the Roles (and Challenges)
of Using Technology to Provide Amazing Customer Service

Have you thought about how you and your organization can use technology to enhance the customer service experience? Shep Hyken speaks with Bill Aston about how the pace of change is increasing in the customer care environment. They discuss how companies must now rely on technology to deliver a satisfactory customer experience due to increased demands placed on them. Yet, the ability to get all of the technologies to work in synchronicity is becoming more and more of a challenge.
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Holiday Customer ServiceThe holiday season is almost over. Christmas and Chanukah overlap and are just a few days away. Kwanzaa starts the day after Christmas. And, for those who enjoy Seinfeld humor, Festivus, the “airing of grievances and feats of strength” is on December 23. (And by the way, if you haven’t seen the hilarious Seinfeld episode with the holiday dinner at George’s home, put it on your must-see list. But only if you want to laugh!) Continue reading

When it comes to customer service, everyone can be a leader. You do the right thing, because you know it’s the right thing to do. Others notice and admire you. With that in mind, what I’m about to share isn’t as much about customer service (although it could be) as it is about stepping up with the characteristics and traits that can make you a leader – someone others want to emulate and act like. Continue reading

Mat Patterson on How to Scale and
Grow Your Customer Service

Shep Hyken speaks with Customer Evangelist of Help Scout, Mat Patterson, about the difficulties of maintaining great customer service while your company grows. While the focus is on growing companies, Mat shares some amazing tips for creating and maintaining great customer service that can be applied to any company. As an organization grows, this episode of Amazing Business Radio is more important than ever, as it can provide you with some of the answers you need to know no how to scale your customer service to keep up with the growth of your company.
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This week on our Friends on Friday guest blog post my colleague, Stephan Delbos, writes about the importance of doing more than satisfying customers, you must delight them. I agree! There is a big difference between satisfied customers and loyal customers. Satisfactory is a rating. Loyalty is an emotion. – Shep Hyken
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