News & Media From Shep Hyken
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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Why you should solve customer problems, even when they're not your fault
by Shep Hyken — CAO, Shepard Presentations
Your store may not have created the problem, but it is still yours to solve.
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Customer service is simple, but it is not always easy
by Shep Hyken — CAO, Shepard Presentations
The difference between good and great is often just a little bit of extra effort by the employees who serve the customer.
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Focus on the customer, not the money
by Shep Hyken — CAO, Shepard Presentations
Perhaps it’s time to refocus. Stop worrying so much about the sale, and just take care of the customer.
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The two sides of customer service training
by Shep Hyken — CAO, Shepard Presentations
Understanding what it means to deliver great customer service and being the type of person who can deliver it are two very different things. Anyone can read…
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Customer service goal: We don't want you to come back
by Shep Hyken — CAO, Shepard Presentations
Do you ever get the feeling that some business' customer service goal is the keep the customer from coming back?
read nowHow to turn customer service best practices into standard practice
by Shep Hyken — CAO, Shepard Presentations
It was just another day of travel. I was flying to Las Vegas, the night before I was to present another customer service speech. The client had arranged ground…
read nowCustomer loyalty test: Will your customer evangelize your business?
by Shep Hyken — CAO, Shepard Presentations
The term "loyalty" usually brings to mind a long period of time … in other words, a lifetime customer. However, when I teach the concept of loyalty, I like to…
read nowUsing customer feedback as an advantage
by Shep Hyken — CAO, Shepard Presentations
Customers have always had a voice, but today it is louder than ever. Great companies want to hear from their customers. They want their feedback, opinions and…
read nowFive customer service tactics to increase sales
by Shep Hyken — CAO, Shepard Presentations
As you read this, you may think this article could fall under the heading of sales tactics. I respectfully disagree. This is all about customer service, as it…
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