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.

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 Lindsay Tjepkema who shares how people are using AI strategies and the impact they are having on the world of CX. – Shep Hyken Continue reading →

There is a lot we can learn from great companies, big and small. Many books have been written about companies like Disney, Nordstrom, Ritz-Carlton and Apple. And, once we learn how they do it, the key is making it work for our companies. It’s not about just learning, but also about executing what we learned. Continue reading →

From Like to Love

Inspiring Emotional Commitment from Employees and Customers

Shep Hyken sits down with Keith Alper to talk about his new book, From Like to Love. They discuss how to create a loving employee culture, the five basic needs of employees, and what millennials want in the workplace.

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This week we feature an article by Chip Bell who writes about the importance of being easily accessible and convenient for your customers to do business with you. – Shep Hyken Continue reading →

The Pasta House Company is a local chain of Italian restaurants that have been around since 1974, since I was just a kid. On Monday nights they had – and still do have – an “All You Can Eat” special. I loved that. All the salad, pasta and garlic bread you could eat for one low price. When I was a teenager, my buddies and I would all meet at the Pasta House on Monday nights to take advantage of the special. I say “take advantage” because we would starve ourselves all day, waiting to unleash our hunger on the delicious spaghetti and ravioli the Pasta House served. We did this every week, and every week the manager and servers were happy to see us. Continue reading →

Listen To Your Customers… Or Die

How to Turn Customer Feedback Into Gold

Shep Hyken sits down with Sean McDade. They discussed how to create a consistent customer experience, why you should listen to your customers (and what to do with what they tell you), and how you can create a customer-centric organization.

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This week we feature an article by Brad Birnbaum who writes about how important it is for companies to deliver great service and create amazing experiences in order to compete with the big retailers and resellers. – Shep Hyken Continue reading →

On a recent trip to Africa, I had the pleasure of meeting the Governor of Oyo State, Nigeria, the Honorable Abiola Ajimobi. He had a commanding presence and shared many insightful thoughts. I asked what made him successful, and he quickly responded with the following response: “Good leaders don’t take people where they want to go. They take them where they need to go.” Continue reading →

The Convenience Revolution

How to Deliver a Customer Service Experience That Disrupts the Competition and Creates Fierce Loyalty

Shep Hyken shares Six Convenience Principles from his latest book, The Convenience Revolution that will either disrupt the market or be disrupted. You don’t have to compete with all six convenience principles but if you can’t find one or two areas where your organization can raise its game, prepare to be disrupted!

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This week we feature an article by Linda Ginac who shares effective HR tech solutions that help companies focus on employee engagement. – Shep Hyken Continue reading →

Less than one week before the release of my new book, The Convenience Revolution: How to Deliver a Customer Service Experience That Disrupts the Competition and Creates Fierce Loyalty, so I thought it appropriate to share some thoughts on how being easy – or convenient – can give you a competitive advantage over your competition.

When your customers can buy what you sell from others, that’s called competition. That also makes it a commodity. If they’re selling the same thing, why should I buy from one company over another? Is it the quality of the product? Is it the price? Is it the customer service? Continue reading →

30 Days to Better Customer Service

Journey Mapping Your Way to a Better Customer Experience

Shep Hyken sits down with Doug Sandler to discuss journey mapping, important customer service skills, and assessing risk and value throughout your customer journey.

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This week we feature an article by Ian Moyse who writes about how important it is to examine the customer journey you are providing. You must deliver a consistent, convenient and frictionless experience. – Shep Hyken Continue reading →

The other day I was at my hotel waiting for my client to pick me up for a meeting. I wanted a quick breakfast, so I went to the hotel’s coffee shop to pick up some oatmeal. They had instant oatmeal in a cup. The cashier added the hot water and $4.00 later I was on my way. I sat down at an open seat in the hotel lobby and noticed that my oatmeal looked more like soup that oatmeal. Usually, you just wait a few minutes and the oatmeal thickens up, but that was not the case. So, I walked over to the coffee shop to see if they had any suggestions. Her response: “People always complain about that.” Continue reading →

Give Employees What They Crave Most

Take Time to Properly Motivate Your Team

Shep Hyken sits down with Gregg Lederman to talk about his new book, Crave: You Can Enhance Employee Motivation in 10 Minutes by Friday. They discussed how to replicate your best people and give them the happiness and motivation they crave and deserve.

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This week we feature an article by David Olson who shares tips on how to use live chat software correctly. – Shep Hyken Continue reading →

One of my favorite restaurants in St. Louis, where I live, is Tony’s. You may be familiar with Tony’s if you have been following my articles and videos for a while. They are an outstanding example of a great product – their food – and amazing service. So, good in fact that they are one of the businesses that don’t have to exceed expectations. They are so good at what they do, all they have to do is meet expectations to amaze their guests. Continue reading →