I’ve spent my professional career teaching companies and individuals how to provide amazing customer service and a customer experience (CX) that would keep customers coming back and help their businesses to grow and thrive. But today, customers expect more. They know what good service looks like and they expect it. And, they not only compare you just to your direct competitor, but to the best service they have ever received – from anyone. Delivering an expected level of service is now the baseline, and you have to find a way to differentiate yourself from the competition – because they are also trying to out-service you. I have found a way. It’s a concept that is being embraced by smart, successful companies to disrupt their competition, and in some cases, entire industries. Continue reading
The Carnival Of Business Growth Strategies
Get smarter about building your company’s future
Shep Hyken sits down with Tiffani Bova, the global growth and innovation evangelist at Salesforce. They discussed her new book Growth IQ, what the carnival can teach you about business, and the 10 simple paths of business growth.
Some people are just naturally good at providing great customer service. They are people pleasers. They pay attention to details. And, it seems to come naturally to them. So, are they born with it, or do they learn it? How do they recognize that this is what they are good at? Continue reading
Doing the Opposite of Normal Can Lead to Better Customer Service
Shep Hyken Interviews Jesse Cole, Author of Find Your Yellow Tux
Do your “fans” come first? When customers come first, success follows.
This week I released my new book Be Amazing or Go Home (Available from Amazon). The article below is an example of one of the habits taught in the book. Happy Customer Service Week!
One day my assistant came in late. Not a big deal. That was until she came in late two more times that week. The following week the same thing happened again. This was becoming a habit – and not a good one. Continue reading
This week we feature an article by Lindsay Tjepkema who writes about how artificial intelligence marketing (AIM) is becoming more important to our success in engaging with customers. Recently I have read and written a lot about AI and as technology improves and acceptance grows AI will have a strong role in customer service. – Shep Hyken Continue reading
This week we feature an article by the Strategy Institute featuring insights on key Digital Customer Experience factors from different business leaders. A customized digital experience is your opportunity to connect with the customer as an individual. Continue reading
Each week I read a number of customer service and experience articles from various online resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Continue reading
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
This week we feature an article by Ganesh Mukundan about how important customer experience metrics are to your business. Companies that track and measure their customer service have a competitive advantage. They know when they are doing a great job, and more importantly, they know when they aren’t. – Shep Hyken Continue reading
Scott Moorehead on How Your Company Can Do Better with a Culture of Good
Can your business do better by doing good?
Shep interviews Scott Moorehead, co-author of Build A Culture of Good: Unleash Results by Letting Your Employees Bring Their Soul to Work, who discovered that it is possible, as he went through a process that reignited passion and loyalty in his employees.
When it comes to customer service, everyone can be a leader. You do the right thing, because you know it’s the right thing to do. Others notice and admire you. With that in mind, what I’m about to share isn’t as much about customer service (although it could be) as it is about stepping up with the characteristics and traits that can make you a leader – someone others want to emulate and act like. Continue reading
This week on our Friends on Friday guest blog post my colleague, Anne Bachrach, reminds us of the importance of running a client-centered business and how this will set you up for success. Sometimes, all it takes is giving someone a little extra time or giving a little extra effort. – Shep Hyken Continue reading
Not all hotdogs are the same.
I love a good hotdog. Since I was a little boy, I can remember my parents taking me to the ball game and having a delicious hot dog.
I also remember some family barbecues where we had those fancy big thick kosher hot dogs. It took a while, but I eventually developed a taste for the fancier hot dogs. Continue reading
Back in the 1980’s when I started my business, I read just about any book that I felt could help me. Back then if you went to the business section of the bookstore, there was maybe one shelf of books. One of those books was Harvey Mackay’s Swim with the Sharks without Being Eaten Alive. His company, MackayMitchell Envelope, is a prime example of how the product (envelopes, stationary and other printing products), while important, is really second to the customer service and relationship that he gives his customers. That philosophy made this book one of my “go to” business books. Continue reading
Vince Lombardi is the famous football coach, known for a number of amazing accomplishments as well as always being on time, if not early. It’s the being on time part of what he’s known for that we’ll be covering in today’s customer service lesson. Continue reading
Jim Cathcart Shares Tips on Personal Development
Shep Hyken speaks with relationship expert, author, and hall of fame speaker, Jim Cathcart, on his take on personal development. Jim shares tips that everyone can utilize to make the world, and most important, your life better. He shares his path to success and his ideas and strategies about being positive and taking control of your life. From CEOs, to entrepreneurs, to students – everyone can benefit from Jim’s words of wisdom.
January 25: Denise Lee Yohn on How To Get Your Brand In-line With Your Customers
Shep discusses seven brand strategies with Denise Lee Yohn, consultant, speaker, and author on brand-building. This show shares tips from her best-selling book “What Great Brands Do: The Seven Brand-Building Principles That Separate the Best from the Rest.” These are amazing ideas you can use to help make your business successful.
January 19: Govindh Jayaraman: Your Five Step Plan for Life and Business Success
Shep Hyken discusses creating a plan for success in your personal life and in business, with Govindh Jayaraman. In his new book “Paper Napkin Wisdom: Your Five Step Plan for Life and Business Success,” great leaders share pearls of wisdom simply and briefly – on a Paper Napkin. Govindh’s goal is to show people everywhere how they can be successful, and change the world in the process. So if you want to make a change for the better, listen to Govindh share wisdom he’s learned from top entrepreneurs, leaders, and difference-makers.
December 24, 2015: Linda Kaplan Thaler on How Grit is the Key to Success
Shep Hyken talks to advertising genius and best-selling author, Linda Kaplan Thaler, on her book, “Grit to Great,” in which she shares how grit has led to her success. She is responsible for such advertising campaigns as the Aflac duck, “I don’t wanna grow up I’m a Toys ‘R’ Us Kid” Slogan, Kodak Moments, and the provocative Clairol’s “Yes, Yes, Yes,” just to name a few. She attributes her and her companies’ successes to their grit. This show, and Linda’s book, will empower you to believe you can achieve more than you thought you could. Continue reading
November 5, 2015: Jullien Gordon on High Preforming, Not Overworking.
Shep Hyken talks with Jullien Gordon, founding partner of Newhire, and author of “Work Softer.” Jullien shares how to perform on a higher level, and the differences between a high performer and a workaholic. Jullien will tell you how you can use this to achieve a great work – life balance. Continue reading