Shep Hyken\'s Customer Service Blog

Latest "Customer Experience" Posts

Last summer I played golf with a friend. At the end of the game, he had blisters. He didn’t play very often, and the golf clubs rubbed his skin raw. My hands were just fine. I’m fortunate to play several times a month and over time I’ve built up calluses that prevent those nasty blisters. It’s simple. The more a person plays, the thicker the calluses get, which immunizes people against blisters and pain. Continue reading

You’ve heard of the concept of Pay It Forward. Many people use the phrase to describe doing a good deed for someone with no other expectation than that person doing something nice for someone else and so on, creating a chain of good deeds. Don’t pay it back. Pay it forward. Continue reading

Earlier this year, I had the pleasure and honor of being the keynote presentation for River Valley Bank, soon to be Incredible Bank, as they merge the names of their brick-and-mortar banks and their online bank. I love that word, incredible, almost as much as my favorite word, amazing. If someone told you the customer service at a bank was incredible, you would only think positive things. What do they do that’s so incredible? I want to try some of what they call incredible. Continue reading

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