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.

Customer service is what I’m all about. It is my life’s mission to help companies create a customer service experience that customers think is amazing. So, I thought it would be nice to own the domain name CustomerService.com. But, surely some company that is totally focused on their customers would already own it. So, I typed the URL into the Internet browser and found out… it was for sale. Nobody was using this domain. Really? Continue reading

Martha Brooke on How to Measure and Improve Your Customer Experience (CX)

What is the best way to improve your customer experience?

Shep Hyken interviews the Chief Customer Experience Analyst and Founder of Interaction Metrics, Martha Brooke, who says she thinks about customer experiences differently. “Experiences can be measured,” Martha says, “and measuring is how you improve—but only if your measurement is sufficiently nuanced.”

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Anticipatory Customer ServiceSome of you may be familiar with the 1970’s and 80’s hit TV show M*A*S*H, based on the novel and movie by the same name. The series premiered in 1972 and played for eleven seasons. While, most refer to the show as a sitcom, some view it more as a “dramedy” than a comedy series because of the heavy dramatic setting, which was a medical unit in the Korean War. Sure, there were a lot of laughs, but the message behind the show was very serious. So, what does all of this have to do with customer service? Continue reading

Kyle Christensen Says Don’t Cut That Cord:
How Technology Will Help You Deliver a Better Customer Service Experience

Rather than attempt to cut the costs of delivering customer service on the phone, how you can use that opportunity to actually increase customer satisfaction and revenue through the use of technology?

Shep Hyken speaks with Kyle Christensen, VP of Marketing at Invoca, about using technology to create a better customer experience.

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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