Shep Hyken
Shep Hyken
NoneRecent Contributions
The future of customer service is now
by Shep Hyken — CAO, Shepard Presentations
The 'customer service experience' encompasses every interaction, or touchpoint, that a customer has with your company; deliver value, and the customers will…
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A customer service journey map can lead to instant gratification
by Shep Hyken — CAO, Shepard Presentations
Customer experience expert outlines how a customer journey map can lead to instant gratification and avoid 'instant misery' for customers.
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How to turn angry customers into customer evangelists
by Shep Hyken — CAO, Shepard Presentations
Like most brilliant ideas, the premise is simple, but the results are excellent. It not only resolves the customer's complaint and restores confidence in the…
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Customer service strategy: Deliver value with time
by Shep Hyken — CAO, Shepard Presentations
Your customers want you to know this: "Value my time and you value me." It's part of delivering amazing service.
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Five ways to lose a customer
by Shep Hyken — CAO, Shepard Presentations
Customer service doesn't have to be terrible to drive shoppers away. Indifference and lukewarm attitudes are bad enough.
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Customer service strategy: To serve and protect
by Shep Hyken — CAO, Shepard Presentations
If you strive to "serve and protect" customers by selling them what they truly need, you will earn their trust and confidence. And over time, that translates…
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Can you charge your customers for loyalty?
by Shep Hyken — CAO, Shepard Presentations
Are you so good that your customers are loyal to you even without the incentives of a loyalty program? Good enough that they would be willing to pay to belong…
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An amazing customer service idea: The $5 lifeboat
by Shep Hyken — CAO, Shepard Presentations
The second-generation owner of a chain of Ace Hardware stores, Tom Glenn, tells an inspiring story about his father, Elder Glenn.
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Respect your customer's time by resolving complaints quickly
by Shep Hyken — CAO, Shepard Presentations
Statistics show that the average adult in the United States spends 364 minutes on the phone every year waiting, and hoping, to talk to someone who can correct…
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A customer service lesson from Hy-Vee's social media team
by Shep Hyken — CAO, Shepard Presentations
You cannot stop your customers from talking about you on social media. Good or bad, they will tell the world of their experiences. Find a way to use it to your…
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