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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.

Our mantra at Shepard Presentations is to Always Be Amazing. Those three words are very important. They are totally consistent with what we stand for, what I write about in my books and articles, and how we conduct ourselves at work every day. It’s simple…

  • We want to be amazing for our employees.
  • We want to be amazing for our clients.
  • And, we want to teach our clients to be amazing to their customers, clients, guests, members – and anyone else they do business with.

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Five Myths About Monetary Incentives

Why Giving Monetary Incentives is a Bad Idea

Shep Hyken sits down with Sam Stern. They discussed Sam’s research on why giving employees monetary incentives for providing good customer experiences is a bad idea.

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There is a lot we can learn from great companies, big and small. Many books have been written about companies like Disney, Nordstrom, Ritz-Carlton and Apple. And, once we learn how they do it, the key is making it work for our companies. It’s not about just learning, but also about executing what we learned. Continue reading

The Pasta House Company is a local chain of Italian restaurants that have been around since 1974, since I was just a kid. On Monday nights they had – and still do have – an “All You Can Eat” special. I loved that. All the salad, pasta and garlic bread you could eat for one low price. When I was a teenager, my buddies and I would all meet at the Pasta House on Monday nights to take advantage of the special. I say “take advantage” because we would starve ourselves all day, waiting to unleash our hunger on the delicious spaghetti and ravioli the Pasta House served. We did this every week, and every week the manager and servers were happy to see us. Continue reading

Listen To Your Customers… Or Die

How to Turn Customer Feedback Into Gold

Shep Hyken sits down with Sean McDade. They discussed how to create a consistent customer experience, why you should listen to your customers (and what to do with what they tell you), and how you can create a customer-centric organization.

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The Convenience Revolution

How to Deliver a Customer Service Experience That Disrupts the Competition and Creates Fierce Loyalty

Shep Hyken shares Six Convenience Principles from his latest book, The Convenience Revolution that will either disrupt the market or be disrupted. You don’t have to compete with all six convenience principles but if you can’t find one or two areas where your organization can raise its game, prepare to be disrupted!

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Less than one week before the release of my new book, The Convenience Revolution: How to Deliver a Customer Service Experience That Disrupts the Competition and Creates Fierce Loyalty, so I thought it appropriate to share some thoughts on how being easy – or convenient – can give you a competitive advantage over your competition.

When your customers can buy what you sell from others, that’s called competition. That also makes it a commodity. If they’re selling the same thing, why should I buy from one company over another? Is it the quality of the product? Is it the price? Is it the customer service?  Continue reading