Shep Hyken\'s Customer Service Blog

Posts tagged "customer experience"

Customer SurveysThe Customer Experience

How important are customer surveys? Peter Drucker’s old saying comes to mind: “You can’t manage what you don’t measure.” Those surveys can give you a lot of data that you can use to improve virtually any part of your organization. There are two important parts to a customer survey that we’re going to cover today: Continue reading

Invisible Customer Service - Low ResProactively Engage the Customer

When you go to a restaurant, a retail store, or your company has an ongoing relationship with a vendor, it’s easy to decide if you are receiving good customer service. You talk with people, employees or sales people help you, deliveries are made on time, you call for support, and more. Based on these interactions and the promises that are kept, you determine if you are receiving the level of customer service that you expect. However, there are some companies where the service may be less visible, if not even invisible. Continue reading

This week on our Friends on Friday guest blog post, my colleague Denise Lee Yohn talks about how the customer experience can influence the service philosophy of the brand.  She makes great sense about how important each experience is for your organization. – Shep Hyken Continue reading

This week on our Friends on Friday guest blog post, my colleague Jeremy Watkin writes about the importance of using your customers name, correctly.  I agree and believe that using a customers name enhances the customer experience. – Shep Hyken         Continue reading