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.

This week on our Friends on Friday guest blog post my colleagues, Thomas A. Stewart and Patricia O’Connell, write about how to manage customer emotions and ensure that employees know how to be empathetic. Customers are smarter than ever and we must know how to create a positive experience. – Shep Hyken   Continue reading

Nate Spears on Providing Exceptional Customer Service
in the Digital Age

Shep speaks with customer service evangelist and Chief Operations Officer and Co-Founder of ClearSource, Nate Spears, about providing exceptional customer service. Continue reading

Holiday Card versus discountIt’s always nice to show customers a little appreciation. You can call the customer, send an email or text or go with the old fashioned handwritten thank you note. You can also send a greeting card, which leads to the topic of this article. And, this is especially appropriate as the holidays are rapidly sneaking up on us.

Just about two weeks ago one of our subscribers emailed me a question asking how I felt about sending a holiday card around Christmas with a gift in the form of a discount coupon for ten percent off the customer’s next purchase. Continue reading

andy-masters-abr-abr-adAndy Masters On How Customer Service
Is Just Like Dating and Relationships

Shep Hyken speaks with professional speaker and author Andy Masters about his bestselling book, “Kiss Your Customer: 77 Reasons Why Sales & Service Are Just Like Dating & Relationships.” Andy shares humorous stories and provides some great tips about loyalty, social media, showing appreciation, overcoming bad customer experiences, listening skills, and much more. Andy loves to be unique and surprising to the people he cares about – in both his personal and professional relationships. So if you need some help surprising your customers or your loved ones, don’t miss this episode! It’s packed full of hilarious stories from Andy, while also providing excellent tips for building better relationships. And he even offers an amazing tip for surprising your significant other for Valentine’s Day!
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customers-are-best-marketersWhat is marketing? A quick Google search on the word marketing reveals this from the American Marketing Association (And, they should know!):

Marketing is the activity, set of institutions, and processes for creating, communicating, delivering, and exchanging offerings that have value for customers, clients, partners, and society at large. Continue reading

Matt WilbanksMatt Wilbanks on How to Provide
Better Social Media Customer Care

Shep speaks with Matt Wilbanks, CEO and co-founder of HelpSocial, about providing a better social customer care experience. Matt shares his past experiences as a member of Rackspace Hosting’s social customer care team and how these experiences helped him find the need to create HelpSocial.  They discuss social customer service (social care) and how automated intelligence can help create better support in all channels. Social care isn’t a fad. It is a trend that is forever changing how customers interact with companies they do business with.
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crimes-against-the-customerAre you guilty of disrespecting your customers? That’s a rhetorical question, and I’m sure the answer is no. At least I hope the answer is no. Our friends at Provide Support sent over an awesome infographic about different reasons customers don’t like the companies they do business with. I don’t think you’ll disagree with any of the reasons, and you’ll probably hope that your company is not guilty of what I call Crimes Against the Customer. Continue reading

Roy AtkinsonRoy Atkinson on Amazing Technology and
Advances in the World of Customer Service

Shep Hyken speaks with HDI’s senior writer/analyst, thought leader, customer support guru, and co-host of the popular #CustServ Tweet Chat, Roy Atkinson. They discuss how technology is advancing customer service and support.
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customer-loyalty-is-more-than-a-cardIt’s been a while since I approached the topic of customer loyalty. All of the tips, ideas, tactics, and techniques I write about are about driving a better customer service experience, which can (and hopefully will) lead to customer loyalty. The concept of repeat business, and ultimately customer loyalty is huge. A small increase in loyalty, just as little as one or two percent, can have a dramatic positive impact to your top and bottom line numbers. So, with that in mind, here are five ideas, a few of them revisited from the past, as well as some new ones, that will help you create that coveted loyal customer. Continue reading