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.

Your people attend customer service training. They learn techniques and tactics on how to deal with complaining customers, angry customers or customers who just need a little support. They are taught the right answers to some difficult questions. This is what customer service training is all about. But… Continue reading

Gadi Shamia Discusses the Latest Trends in Customer Service and How to Create a Better Experience

How can you use technology to create a better experience for your customers?

Shep Hyken interviews Gadi Shamia, COO of Talkdesk, about how you can improve your customer service.

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There is an old joke in the dental world that a patient asked his dentist, “Which teeth should I floss?” The dentist answered, “Only the ones you want to keep.” Customer Service is the same.

All customers are good customers. Okay, maybe not all. Every business has customers – or should I call them former customers – that companies choose not to do business with. But, for the purpose of this article, let’s assume you’re willing to do business with everyone who wants to do business with you. Continue reading

Jeff Nicholson on What Consumers Know (and Don’t Know) About Artificial Intelligence

How will artificial intelligence (AI) enhance the relationship you have with your customers?

Shep Hyken interviews Jeff Nicholson, the Vice President of CRM Product Marketing at Pegasystems, about how AI technology will help companies serve their customers even better.

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This week we feature an article by Ted Janusz who writes about how customers are always looking for a better customer experience. It’s important to stay up to date on new technology and trends in order to keep your customers and attract new ones.  Continue reading

There’s an old joke that goes something like this: A guy goes to the doctor. He raises his arm and complains, “It hurts when I do this.” The doc says, “Then don’t do that.”

In other words, “Stop it!” Continue reading

Chase Clemons Discusses How to Create Customer Happiness

How can we move from just satisfying our customers, to making them truly happy, which results in loyalty?

Shep Hyken interviews Chase Clemons, a highly-experienced customer service professional at Basecamp, who tells us how to go above and beyond for your customers.

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My brother, Rusty Hyken, was on a trip to Utah with his wife and two dogs. It’s a leisurely three-day drive for them. He made their hotel reservations, and for each hotel they planned to stop at on the way to Utah he asked, “Is your hotel dog-friendly?” All of them said, “Yes.” But to his surprise, while checking into one of the hotels he was told there would be a $120 charge for the dogs to stay in his room. This was a surprise as he called and specifically asked about dogs, and the hotel never mentioned the fee for the dogs. Continue reading

Carol Lee Andersen on How to Gain and Use Employee and Customer Feedback

Are your employees fulfilled, appreciated, and understood?

Shep interviews Carol Lee Andersen, the President of Questback North America, about the importance of listening to not just your customers, but also to your employees. And, she shares the advantages and occasional difficulties of doing so.

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This week we feature an article by Josh Brown who writes about why you should focus on relational customers, how you should go about doing it, and the data you can use to enhance your initiatives and be sure your efforts are paying off. It’s important to know the value of a customer. Here is a simple guideline: Manage the interactions you have with your customers with the lifetime value in mind, with each and every interaction. – Shep Hyken Continue reading

I will always remember my first marketing class in college when we learned about the 4 P’s – Product, Price, Place, and Promotion. Well, now there is a fifth P.

Before I go any further, as a customer service and experience expert, I believe that service and experience are all about marketing. Continue reading