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
October 20, 2015: Eric Chester Talks about Being On Fire At Work!
Shep Hyken interviews Eric Chester, best selling business author, on how great companies ignite passion in their people without burning them out. No matter what type of business you have, or how big or small it is, you need to pay close attention to what Eric says. He shares his seven cultural pillars that drive employee performance. These include compensation, alignment, atmosphere, growth, acknowledgement, autonomy and growth. He interviewed dozens of executives in top performing companies and brought us back actionable ideas that will help inspire you and the people you work with. Eric released his latest book, “On Fire at Work: How Great Companies Ignite Passion in Their People Without Burning Them Out“.
Customer Service Experience
You do the same thing, over and over each day. Work is a routine. You might even get bored. So how do you stay motivated to be nice to your customers? Before we answer that question, let me share an example with you to set up the lesson. Continue reading
October 13, 2015: Ken Weber on Easy Ways to Fix the Mistakes You Make with Your Money
Shep Hyken talks with Ken Weber, one of the premier mutual fund experts in the United States. They have engaging conversation about Ken’s book “Dear Investor, What the HELL are You Doing?: Smart and Easy Ways to Fix the Mistakes You Make With Your Money.” Ken shares some of the most common mistakes he sees investors making and what he sees ahead for the stock market. If you’ve invested any money into the stock market, mutual funds or insurance you must listen to this show. Continue reading
To kick off the New Year, I wanted to write something less about business and more about personal development.
Did you make any New Year resolutions? It is still not too late to do so – or to add one more. That is to be “accountable.” Continue reading
When college professor Randy Pausch was told he had six months to live, he delivered his last lecture. It was filled with wisdom from a man who had lived a good life and wanted to leave a legacy; for his students, friends and family. Little did he know that this lecture would become pop-culture.
If I were told that I had six months to live, and could share one last lecture with my friends and love ones, what would I say? Continue reading
This Shepard Letter can be put into the motivational and self improvement file.
I had just finished a speech. One of the audience members came up to talk to me. He said that his group has been fortunate to get to hear a lot of speakers, but seldom does he get to meet the speaker. He ended our conversation by saying, “Because I met you and shook your hand I’ll always remember your speech. It was real.” Continue reading
Here is a question. Can you give me ten reasons I should do business with you (or your
company)? I’m talking about good reasons. Reasons that would make me take notice.
Reasons that would make you stand out.
Being an expert in an industry gives you a competitive advantage, fosters trust and builds loyalty with customers, clients and even employees. The ultimate expert has customers and clients calling with questions about anything related to the their industry – even the things things the company might not even sell or do. The customer just wants help, advice, suggestions, etc. And they call because they trust.
Many of us set goals. Around New Years time, most of us take it to the level of resolutions. Many people I talked to seem to make the same goals and resolutions every year – year after year. So, this article, while elementary, will address some of the basics of setting goals.
First, you need to have a goal, and you do – even if you don’t know it. As a matter of fact, you have many goals. You just don’t think of them as such. Think about all of the things you set out to do. It may be as simple as just getting to a meeting on time, or as big as saving for a new home. There are many different types of goals. They can be related to business, health, personal, material, important and immediate, important, but not urgent – the list can go on and on. They can be big or small. It doesn’t matter. Continue reading