Shep Hyken
Short Bio: Shep Hyken is a customer experience expert and the Chief Amazement Officer of Shepard Presentations. He is a New York Times and Wall Street Journal bestselling author and has been inducted into the National Speakers Association Hall of Fame for lifetime achievement in the speaking profession. wwwView Shep Hyken's profile on LinkedIn

The future of customer service is now

The future of customer service is now

The 'customer service experience' encompasses every interaction, or touchpoint, that a customer has with your company; deliver value, and the customers will embrace your new technology and better customer service experience.

A customer service journey map can lead to instant gratification

A customer service journey map can lead to instant gratification

Customer experience expert outlines how a customer journey map can lead to instant gratification and avoid 'instant misery' for customers.

How to turn angry customers into customer evangelists

How to turn angry customers into customer evangelists

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 company but also makes the customer feel like part of the team.

Customer service strategy: Deliver value with time

Customer service strategy: Deliver value with time

Your customers want you to know this: "Value my time and you value me." It's part of delivering amazing service.

Five ways to lose a customer

Five ways to lose a customer

Customer service doesn't have to be terrible to drive shoppers away. Indifference and lukewarm attitudes are bad enough.

Customer service strategy: To serve and protect

Customer service strategy: To serve and protect

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 into customer loyalty.

Can you charge your customers for loyalty?

Can you charge your customers for loyalty?

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 to your loyalty program?

An amazing customer service idea: The $5 lifeboat

An amazing customer service idea: The $5 lifeboat

The second-generation owner of a chain of Ace Hardware stores, Tom Glenn, tells an inspiring story about his father, Elder Glenn.

Respect your customer's time by resolving complaints quickly

Respect your customer's time by resolving complaints quickly

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 their bad experience.

A customer service lesson from Hy-Vee's social media team

A customer service lesson from Hy-Vee's social media team

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 advantage.

Why you should solve customer problems, even when they're not your fault

Why you should solve customer problems, even when they're not your fault

Your store may not have created the problem, but it is still yours to solve.

Customer service is simple, but it is not always easy

Customer service is simple, but it is not always easy

The difference between good and great is often just a little bit of extra effort by the employees who serve the customer.

Focus on the customer, not the money

Focus on the customer, not the money

Perhaps it’s time to refocus. Stop worrying so much about the sale, and just take care of the customer.

The two sides of customer service training

The two sides of customer service training

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 about strategies or participate in customer service training, but it still takes a...

Customer service goal: We don't want you to come back

Customer service goal: We don't want you to come back

Do you ever get the feeling that some business' customer service goal is the keep the customer from coming back? Sometimes, it is an employee's lousy attitude that makes you feel unwelcome and unwanted. Or perhaps it is some other type of poor service, but the end result is that the customer has no desire to return.

How to turn customer service best practices into standard practice

How to turn customer service best practices into standard practice

It was just another day of travel. I was flying to Las Vegas, the night before I was to present another customer service speech.

Customer loyalty test: Will your customer evangelize your business?

Customer loyalty test: Will your customer evangelize your business?

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 change the focus a bit.

Using customer feedback as an advantage

Using customer feedback as an advantage

Customers have always had a voice, but today it is louder than ever. Great companies want to hear from their customers.

Five customer service tactics to increase sales

Five customer service tactics to increase sales

As you read this, you may think this article could fall under the heading of sales tactics. I respectfully disagree.

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