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.

Not long ago I wrote about Dr. Neil Baum’s Win-Wynn story. A few people went to his website and read his promise to his patients that he appropriately calls “My Personal Promise to You.” The feedback and comments about this promise were excellent, so I thought it was worth sharing with everyone. By the way, at the end of this article, I’ve shared a very important call-to-action for you. Be sure to read the entire article – or at least the last paragraph. Continue reading →

The Habit of Service Consciousness

Pulling Yourself and Your Company Toward Success

Shep Hyken interviews Mark Samuel. They discuss Mark’s new book, which outlines how to achieve success by breaking down silos, creating a vision of success, and emphasizing behaviors over outcomes.

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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 Tim Houlne who writes about the importance of integrating technology into your business to provide the optimum customer experience. – Shep Hyken Continue reading →

Customer Relationships

How much do you love the companies you do business with, the restaurants you frequent, or the stores you shop at? How upset would you be if they told you they were going out of business? What if you could save them by giving up something? So, the question becomes, “What would you be willing to give up to continue doing business with them?”

Before I go any further, I might be treading on dangerous ground with the word sex in the title of this article. I always keep my comments squeaky clean, and I hope that no one is offended by the word sex. We’ve become hyper-sensitive about words and I don’t want to upset anyone, especially our friends in HR, but we’re all adults and my reference to the word is, at most, PG-rated.

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The Business of Emotion

Striking a Balance Between Technology and Human Connection

Shep Hyken interviews Rebecca Martin. They discuss the role of technology in customer service, how emotion can drive customer loyalty, and how marketers and contact center workers can help each other in building the ideal customer journey.

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This week we feature an article by Agi Marx who shares 3 ways to close the customer feedback loop to prevent churn and increase revenue. – Shep Hyken Continue reading →

Some people claim that customer service is getting worse. I disagree. Customers are getting smarter and expecting more. The customer service “bar” is raised by great companies who teach us what good customer service should be. And, when there is a customer service “horror story,” it seems to stand out much more than when everything is right and works the way it’s supposed to. Continue reading →

The Culture of Caring

Creating an Unforgettable Customer Experience Every Time

Shep Hyken interviews Claire Boscq-Scott. They discuss the importance of a workplace culture of caring and how it can positively impact the customer experience.

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This week we feature an article by Anand Srinivasan who writes about how important it is to have a properly trained customer service team to ensure business success. – Shep Hyken Continue reading →

Here’s another great story we can learn from. This reminds us that having a good system with good people who understand how to take care of their customers is the backbone of a good service experience. Continue reading →

The Nine Mistakes

Finding Your Purpose to Achieve Success Sooner

Shep Hyken interviews Skip Prichard. They discuss Skip’s new book, The Book of Mistakes: 9 Secrets to Creating a Successful Future, which details the most common mistakes people make in their professional and personal lives.

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This week we feature an article by Pradeep Rathinam who writes about how we must understand what the large population of millennials expect when it comes to customer service. – Shep Hyken Continue reading →

“People don’t buy what you do; they buy why you do it.” That quote comes from Simon Sinek, author of the book, Start with Why. This quote makes me think about the different reasons behind why a customer chooses to do business with a company. There are plenty of them to consider, so I put together a short list of some of these Whys: Continue reading →

The Gig Economy

Cost-Effective Customer Support in an On-Demand Society

Shep Hyken interviews contact center expert Chrissy Cowell. They discuss the concept of the “gig economy,” the utilization of contact centers for freelance employee management, and how on-demand agents can provide cost-effective support and solutions for your customers and your business.

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This week we feature an article by Prasad Reddy who shares 10 ways to improve CSAT scores by enhancing customer satisfaction. – Shep Hyken Continue reading →

Shep Hyken’s Best Customer Service and Experience
Articles, Videos & Podcasts from 2018

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Some of you may or may not know that I perform magic. Not real magic. When I was a kid I did birthday party magic shows, and in high-school and college worked in comedy clubs doing comedy and magic. I still practice card tricks. Continue reading →

The Attitude of Excellence

Growing Your Organization to Deliver Superior Customer Service

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.