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.

Just imagine if you were the Director of Sales for a private jet company. Would that be a dream job?

Jordan Zabel deals with high-end customers who expect high-end customer service because he is the Director of Sales for Jet Linx, a private jet company that offers their services to corporate and private members. As you might imagine, anyone that can afford to fly in a private jet has very discerning taste . . . and often along with it, sky-high expectations. Continue reading

Chip Bell on How to Create Customer Evangelists

What is the best way to get your customers to truly become your advocates?

Shep Hyken speaks with keynote speaker and author Chip Bell about the best way to inspire customer loyalty.

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Lynn Hunsaker on How to Retain Customers
So You Don’t Have to Attain Them

What thinking goes into creating an amazing customer experience?

Shep Hyken speaks with Lynn Hunsaker, who talks about a mistake that companies typically make in this process.

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Common sense must always prevail – especially when it comes to customer service. That said, sometimes companies create strict rules and policies or have a “system” that makes it impossible for an employee to deliver the customer service the company actually wants them to deliver. Continue reading

Jeremy Watkin on How Listening to Your Customer Service Reps Can Give You a Competitive Advantage

Do you realize there is a hidden gem in your customer service department?

Shep Hyken speaks with Jeremy Watkin to discuss the strategies you can use to mine that hidden gem, which can give your organization a competitive advantage.

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Last week United Airlines had a computer outage that lasted two and a half hours and caused 200 flight delays and six cancellations. Keep in mind, this wasn’t a single unhappy customer complaining to a gate agent at the airport. This situation involved thousands of people who were inconvenienced. I would describe a two plus hour delayed flight as a Moment of Misery™. Continue reading

Scott McKain Talks About How to Stand Out in a Hypercompetitive Marketplace

Show business is a multi-billion dollar (and thriving) industry. What can we learn from show business that we can apply to our own business?

Shep Hyken speaks with Scott McKain who states that all of us, no matter what our business is, are in show business. And here’s why . . .

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Steve Curtin on the “Other Dimension” Necessary to Raise Your Customer Service from Ordinary to Extraordinary

Sure, you hire your people based on job function, but shouldn’t you also be hiring on job essence?

Shep talks with Steve Curtin who says, “Employees consistently execute mandatory job functions for which they are paid, yet they inconsistently demonstrate discretionary customer behaviors, which are known as ‘voluntary job essence.'”

In other words, your employees may be doing what they were hired to do, trained to do, and are paid to do. What they are less clear about is why they’re doing it, and how they’re doing.

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Recently one of our subscribers asked me, what traits a person must possess to deliver a good customer service experience. I asked if this was for a customer support rep, and he said no. He was hiring for his IT department. We went back and forth via email, and I thought that a summary of my answer might be worth sharing. Continue reading

Chad Keck Discusses How to Design a Customer Survey Your Customers Will Actually Complete

Some companies follow up a transaction by sending you a lengthy survey that may take five or ten minutes or even longer to complete. In other words, after you have given the company money, it rewards you with a “homework assignment.” There has to be a better way!

Shep talks with Chad Keck, CEO and co-founder of Promoter.io, about a simple but scientifically proven method of measuring customer satisfaction – the Net Promoter Score.

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