Shep Hyken\'s Customer Service Blog

Posts tagged "customer focused culture"

A potential client called for help. His plea was, “We are so NOT customer-focused, and we need to be!” He then shared what may be one of the most crystal-clear examples of the difference between a company that is customer focused and one that isn’t.

By the way, the name of the company has been “changed to protect the innocent,” as they say. We’ll refer to them as Company X. Continue reading

I’m often asked, “How many people in an organization does it take to create a culture focused on Customer Amazement?” The short answer is: all of them. But, the process has to start somewhere. Usually it’s at the top with leadership. But sometimes it can come from someone inside the organization at a different level. I refer to that person as The Force Within. That person delivers Amazement within the larger group, which may not necessarily be operating at the same standard as he or she is. Continue reading

Megan Singh on How to Create the Best Place to Work and the Best Place for Customers to Buy

What are some ways that you can show your customers, and your employees, that you are truly customer focused?

Shep Hyken interviews Megan Singh, Project Management Director at Squaremouth, a four-time Gold Stevie Award winner for Customer Service Department of the Year, to get ideas that you can implement in your organization. Continue reading

Jeff Toister Provides 3 Steps to Developing a Customer-Focused Culture

Nearly every company says that they want to have a customer-focused culture, but then why are so many companies lacking one? What are the steps that your company needs to take to be committed to becoming customer focused?

Shep Hyken speaks with Jeff Toister about his new book, The Service Culture Handbook: A Step-by-Step Guide to Getting Your Employees Obsessed with Customer Service.

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Recently one of our subscribers asked me, what traits a person must possess to deliver a good customer service experience. I asked if this was for a customer support rep, and he said no. He was hiring for his IT department. We went back and forth via email, and I thought that a summary of my answer might be worth sharing. Continue reading

Donn Sorensen Shares Leadership Principles That
Drive a Customer-Focused Culture

Shep Hyken discusses how to create and maintain a customer-focused culture with Donn Sorensen, speaker, philanthropist, and Regional President of Mercy, a large healthcare organization based in St. Louis, MO. Donn shares his leadership principles and how they help to drive customer service and experience. He also shares tips from his new book, “Big Hearted Leadership: Five Keys to Create Success Through Compassion.” You can’t miss this episode on how to reshape your culture through leadership!

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Simple Not Easy - Low ResCustomer Service is Simple

My belief is that customer service is simple. At least it is on the surface. It can be as simple as just being nice to a customer. Being nice, showing empathy, being sincere – these are some of the basics of customer service, and they seem pretty simple. Of course there is much more to delivering an amazing customer service experience than just being nice, but that’s a pretty good start. Continue reading

Policy Manual Out the WIndowAs I travel the world and work with clients from all types of industries, they all recognize the importance of customer service and the role it plays in marketing, sales, growth and revenue. I continue to push my philosophy:

Customer service is not a department. It’s a philosophy to be embraced by every member of an organization, from the CEO to the most recently hired. Continue reading

Emergency Business DrillCustomer Friendly Decisions

I recently read an interesting story about a technological glitch at Starbucks that made it impossible for the point of sale registers to work. What that meant was that they couldn’t take money for the coffee – or whatever else they were selling.

This didn’t happen in just one store. The internal glitch caused an outage in 7,400 stores in the US and another 1,000 in Canada. In my mind, this qualifies as an emergency. What should employees do in this situation? Continue reading

Empower your people to come up with a solution.

It’s easy to say, “I’m sorry, we don’t have that… We can’t get it… We can’t do that… It’s not our policy” Blah, blah, blah.  In other words, it’s easy to say, “No.”

But, that is not what amazing companies do.  Amazing companies empower their employees to find solutions for their customers.  They train, motivate, and praise their employees for coming up with“Yes” answers for their customers.  Continue reading