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Posts filtered by tags: Shep Hyken[x]


 

Avoid Customer Confusion | By Shep Hyken

Today's customers are smarter than ever. They know how to buy. The digital/online world has given customers the power to research products, read reviews, and compare prices.
Tags: Travel, Shep Hyken


Get To Know Your Customer Day | By Shep Hyken

It's been years since I've written about Get to Know Your Customer Day. Recently, however, I've been asked what it's all about, so I thought it was time to bring it up again. This time I want to share a few tips on what to do for these special days that are observed throughout the year.
Tags: Travel, Shep Hyken


The Most Important Measurement In Business | By Shep Hyken

This is the first of a number of lessons I'll be sharing from my newest book, I'll Be Back: How to Get Customers to Come Back Again and Again. A few years back I wrote about the idea of measuring customer satisfaction versus customer behavior. We're revisiting that topic with a fresh point of view.
Tags: Travel, Shep Hyken


How To Care More About The Customer Than The Sale | By Shep Hyken

It seems that most of the companies that customers love to do business with have something in common. They focus more on the customer than they do the sale. Sure, they want to make the sale, add more revenue and get higher ratings. What company doesn't want that? But when they focus on the customer's needs, the rest seems to fall into place.
Tags: Travel, Shep Hyken


Culture Is Contagious | By Shep Hyken

I was recently interviewed by Yigal Adato for his mastermind group, all entrepreneurs and owners of pawnshops. We were discussing how important it is to "bake" customer service into the culture.
Tags: Travel, Shep Hyken, Yigal Adato


How To Handle Lost Luggage: A Lesson From The Airlines | By Shep Hyken

It's been almost a year since my last business trip. I'm excited as I'm writing this article because I'm about ready to take the first trip since the COVID-19 lockdown.
Tags: Travel, Shep Hyken


Reducing Friction Makes You Money | By Shep Hyken

Reducing friction is all about creating an easier experience for the customer. In my book, The Convenience Revolution, I identify six ways to create convenience.
Tags: Travel, Shep Hyken


The ER Strategy 2.0: Small Improvements Add Up | By Shep Hyken

Not long ago I wrote about how small improvements can make a big difference. Even just a 1% improvement can make an impact.
Tags: Travel, Shep Hyken


The Show Starts When The Phone Rings | By Shep Hyken

You may or may not know that I'm a magician. Some of you may know that I'm also a musician. But today I want to talk about being a magician.
Tags: Travel, Shep Hyken


The Problem Isn’t The Employee, It’s The System | By Shep Hyken

Here's a true story shared by my friend and speaking colleague Beth Terry. The short version is that there is a doctor, who is probably a good doctor. But he's a terrible boss.
Tags: Travel, Shep Hyken, Beth Terry


Be a Goldfish | By Shep Hyken

I was recently asked what three traits I think are most important for someone in customer service to have. I'd like to broaden the topic to anyone dealing with someone else's problem or question, be it a customer or another person inside the organization, also known as an inside customer.
Tags: Travel, Shep Hyken


Small Improvements In Customer Service Create Big Wins | By Shep Hyken

Little successes added together make for large success down the road. Small successes add up. To put it in baseball terms, you don't need to hit a home run every time it's your turn at bat. So, here's the question to consider: What small change will enhance the experience for the customer, even if it is just by 1%?
Tags: Travel, Shep Hyken


An Empowerment Lesson From The Ritz-Carlton | By Shep Hyken

If you've been following my work, you know I'm a huge fan of the Ritz-Carlton. I was recently on a Zoom presentation with Horst Schulze, first president and co-founder of the Ritz-Carlton chain. When Horst speaks, I listen and take lots of notes. One of the questions he was asked had to do with empowerment, specifically about the $2,000 the Ladies and Gentlemen - what Ritz-Carlton calls its employees - are allowed to spend to ensure a guest has a great experience.
Tags: Travel, Ritz Carlton, Horst, Horst Schulze, Shep Hyken, The Ritz Carlton


Shep’s 2021 Top 10 Business Predictions | By Shep Hyken

Every year I write my customer service and customer experience (CX) predictions in my Forbes.com column.
Tags: Travel, Shep, Shep Hyken


A Realistically Optimistic 2021 | By Shep Hyken

As we start the new year, I thought I'd break from the traditional customer service and experience topics and get a little personal - maybe even a little motivational.
Tags: Travel, Shep Hyken


The Customer Service Experience Doesn’t Begin With The Greeting | By Shep Hyken

In the world of show business and live entertainment, every act has an "opening." Most people think it's the first words that come out of the actors' mouths, but it's more than that.
Tags: Travel, Customer Service, Shep Hyken


Customer Service Lessons From The Best Unknown Companies | By Shep Hyken

I'm often asked what the best way to disrupt the competition is. The answer is to not compare yourself to the competition, but to the best companies from other industries.
Tags: Travel, Customer Service, Shep Hyken


Employees Love The Story, Too | By Shep Hyken

Last week, I covered the idea of the story. Customers love to read the stories of other customers using the products they are interested in purchasing.
Tags: Travel, Shep Hyken


The Story Tells The Story | By Shep Hyken

What's your story? What reasons compel your customers to do business with you? What gets them excited about doing business with you?
Tags: Travel, Shep Hyken


Thanksgiving Week Special: A Recipe For Amazing Customer Service | By Shep Hyken

As we approach Thanksgiving, I can't stop thinking about turkey and stuffing—and all the different ways to prepare them.
Tags: Travel, Shep Hyken


The Loyalty Question 2.0 | By Shep Hyken

If you have been following my work, you may remember something I refer to as The Loyalty Question.
Tags: Travel, Shep Hyken


The Mike Moment | By Shep Hyken

We've all heard the old adage: "It's better to give than to receive." That's what customer service people do. They give and give and give.
Tags: Travel, Shep Hyken


Winner! Winner! Chicken Dinner! | By Shep Hyken

This is a crazy idea, but hear me out. When I was a kid, we had home-cooked meals almost every night.
Tags: Travel, Shep Hyken


The New Executive Position: Clo (Customer Love Officer) | By Shep Hyken

The word love is not used that often in the corporate or business world. It may have been Tim Sanders in his revolutionary book, Love Is the Killer App, who helped bring the word love to the forefront for leaders trying to build a stronger culture and create a better experience for their customers.
Tags: Travel, Tim Sanders, Shep Hyken


Compare Yourself To The Best | By Shep Hyken

Stop comparing yourself to the competition. It's okay to ask yourself, "What are they doing that we aren't?" However, that can be a dangerous question. I use the word dangerous to warn you that all you are doing is "baseline thinking." I call it that because it's at the base.
Tags: Travel, Shep Hyken


Ritualizing The Customer Experience | By Shep Hyken

I love hanging around smart people, and my friend Todd Hartley is one of the very smartest. He runs WireBuzz, an agency that uses videos to help their clients sell and service their customers, clients, guests, etc.
Tags: Travel, Todd Hartley, Shep Hyken


Customer Disservice | By Shep Hyken

One of our loyal subscribers, Warren Danziger, shared a story about how a delivery was made to his home and placed between the screen door and the front door.
Tags: Travel, Shep Hyken, Warren Danziger


Customer Service Week: A Time To Celebrate Customers And Employees | By Shep Hyken

It's my favorite time of year… the leaves change from green to gold to red, there's a chill in the air and the holidays are right around the corner. And of course, one of my favorite "holidays" is National Customer Service Week, which happens the first full week of October each year.
Tags: Travel, Shep Hyken, National Customer Service Week


Following The Shot In | By Shep Hyken

Much of my life is spent traveling. Lately, I've been home more than usual, along with most other people in the era of COVID-19. When I am home, I play hockey three or four times a week. This is hardcore cardio training with some friendly competition worked in, which makes for an exhilarating workout.
Tags: Travel, Shep Hyken


How Much Does It Cost To Give Great Customer Service? | By Shep Hyken

I recently wrote an article in Forbes about how to get customers to pay more. The focus, of course, was on customer service and experience.
Tags: Travel, Forbes, Shep Hyken



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