Shep Hyken\'s Customer Service Blog

Latest "Employee Engagement" Posts

Recently Glen Schmidt, one of our Shepard Letter readers, emailed a question about employee loyalty.  I asked our readers to fill in the blank for a formula.

Appreciation + __________ = Employee Loyalty

Well, we received hundreds of responses.  I will give you my take, and then share with you the other responses. Continue reading

How do we get our employees to engage in a customer service program?

Recently I asked subscribers to my newsletter (The Shepard Letter) to send in their most important customer service questions.  A large percentage of the questions that came in focused on employee engagement.  So, how do you get employees engaged in your process, beliefs, mission, vision, etc.?   Continue reading

Everyone likes to be motivated, and that is what Elysa Fabian and Bill Hennessey, two executives from St. John’s Health Systems, set out to do.  Specifically, they wanted to motivate employees of the hospitals and clinics to provide better service.  Somehow during their explanation of what they wanted someone joked that it would be great service if Elysa and Bill would wash their car.  And, that is exactly what they decided to do! Continue reading

“I try to avoid looking forward or backward, and try to keep looking upward.”
– Charlotte Bronte

About every three months I go to Chicago and spend a day learning the concepts of The Strategic Coach.  This program teaches strategies that help people achieve more from their business and personal lives.  It is a powerful program, and one of the most powerful principles taught is about “The Gap.” Continue reading

If you’ve read some of my past articles or seen me speak, you may remember some comments regarding the operations-focused company versus the customer-focused company. The following story is an excellent example of a customer-focused company. Continue reading

This is the final blog in a series of ten frequently asked questions and answers about customer service. Please feel free to share your answer or comments to these questions.

As you may already know, I asked subscribers to my newsletter (The Shepard Letter) to send in their most important customer service questions. Thus, I have created this list of 10 frequently asked questions. A large percentage of the questions that came in focused on employee engagement, and I have already posted this list once. That is how important employee engagement is! So, how do you get employees engaged in your process, beliefs, mission, vision, etc.? Continue reading

Last week Starbucks closed down their stores – all of their stores in North America – that’s approximately 7,000 stores – for a three hour period. Why? Because Howard Schultz, the CEO, wanted to do a special training for all of the employees on how to make that perfect cup of coffee. That coupled with some customer service training made for a powerful three hour session. Mr. Schultz wanted his people to get back to basics and make sure they understood that the root of their basic product success is a great cup of coffee and outstanding customer service. Continue reading