Posts filtered by tags: Shep Hyken[x]


 

The Upfront Agreement of Future Communication | By Shep Hyken

Not long ago, I wrote an article that featured Todd Hopkins, CEO of Office Pride, and his concept of core values being a decision filter. I had the chance to interview him for Amazing Business Radioand he dropped another big concept on us that's worth bringing to our followers. He talked about an agreement he makes with all his new customers and employees, an upfront agreement tied to future communication.
Tags: Travel, Shep Hyken, Todd Hopkins


Social Media Marketing World 2019: What to Do & Who to See

The average person has 5.54 social media accounts and spends an average of 116 minutes on social media each day. But social media is changing – especially for marketers. From data and privacy concerns to new product launches like live video and 3D photos, the social media marketing landscape is in constant flux. And you need to quickly adopt and adapt if you want to effectively raise brand awareness and engage audiences over social. That’s why you can find us at Social Media ...
Tags: Facebook, Minneapolis, Seo, Customer Service, San Diego, Brian, Ursula, Vitamin D, ANN, Sap, Altimeter Group, Toprank Marketing, Facebook Marketing, Ann Handley, Brian Solis, Mari Smith


Amaze It Forward | By Shep Hyken

You've heard of the concept of Pay It Forward. Many people use the phrase to describe doing a good deed for someone with no other expectation than that person doing something nice for someone else and so on, creating a chain of good deeds. Don't pay it back. Pay it forward.
Tags: Travel, Don, Shep Hyken


Look Past the Obvious for a Better Solution | By Shep Hyken

Winter travel can be stressful with the concern of weather-related delays and cancellations. On a recent trip that had a connecting flight, I was notified the night before that my first flight was going to be delayed, which made me worry about missing my connection. I called the airlines and they suggested changing my connecting flight to a later one, which I was happy to do. Even though the flight was later, I would still arrive in time for my meeting. The customer service agent was happ...
Tags: Travel, Shep Hyken


Make Your Company’s Name Your Brand Promise | By Shep Hyken

Earlier this year, I had the pleasure and honor of being the keynote presentation for River Valley Bank, soon to be Incredible Bank, as they merge the names of their brick-and-mortar banks and their online bank. I love that word, incredible, almost as much as my favorite word, amazing. If someone told you the customer service at a bank was incredible, you would only think positive things. What do they do that's so incredible? I want to try some of what they call incredible.
Tags: Travel, Shep Hyken, Incredible Bank, River Valley Bank


Doing the Right Thing: A Habit Worth Mastering | By Shep Hyken

When it comes to taking care of customers, sometimes people go a little further than expected. When asked why, they often say, "It was the right thing to do." There's no incentive other than the desire to care for someone else. In a sense, that is what customer service is about. While we may be paid to do a job, sometimes doing something that is not required - and therefore not expected - is what the next level of a good customer service experience is all about.
Tags: Travel, Shep Hyken


Core Values are Decision Filters | By Shep Hyken

I'm honored to be the keynote speaker later this year at Office Pride, a franchisor of commercial cleaning service companies. All of the franchisees will be attending their annual meeting to network and learn about the latest and greatest opportunities happening in their industry. My job is to talk to them about customer service.
Tags: Travel, Shep Hyken


The Best Feedback Question | By Shep Hyken

"Please stay on the line to answer a short, one-question survey at the end of this call."
Tags: Travel, Shep Hyken


How Marketers Can Improve the Customer Experience (And Why They Should Want To)

Recent research from Gartner shows that 89% of companies compete primarily on customer experience. The way your brand makes customers feel can mean the difference between advocating for the brand or going with a competitor. So, who owns customer experience? It’s not just the customer service team or the Chief Experience Officer or any other dedicated department. Every touch point with a customer or potential customer is an opportunity to enhance the experience. It’s everyone’s res...
Tags: Seo, Customer Experience, Gartner, Online Marketing, Andy, Ann Handley, Julia McCoy, Blake Morgan, Andy Crestodina, Shep Hyken, Improving The Customer Experience, Customer Journey Most


No Toilet Paper – Is Customer Service Getting Worse? | By Shep Hyken

Some people claim that customer service is getting worse. I disagree. Customers are getting smarter and expecting more. The customer service "bar" is raised by great companies who teach us what good customer service should be. And, when there is a customer service "horror story," it seems to stand out much more than when everything is right and works the way it's supposed to.
Tags: Travel, Shep Hyken


A Doctor’s Prescription for Good Customer Service | By Shep Hyken

Here's another great story we can learn from. This reminds us that having a good system with good people who understand how to take care of their customers is the backbone of a good service experience.
Tags: Travel, Shep Hyken, Good Customer Service


Ten Reasons Why Customers Choose To Do Business With You | By Shep Hyken

"People don't buy what you do; they buy why you do it." That quote comes from Simon Sinek, author of the book, Start with Why. This quote makes me think about the different reasons behind why a customer chooses to do business with a company. There are plenty of them to consider, so I put together a short list of some of these Whys:
Tags: Travel, Simon Sinek, Shep Hyken


Do Your Customers Trust You This Much? | By Shep Hyken

Some of you may or may not know that I perform magic. Not real magic. When I was a kid I did birthday party magic shows, and in high-school and college worked in comedy clubs doing comedy and magic. I still practice card tricks.
Tags: Travel, Shep Hyken


TopRank Marketing’s Top 6 B2B Social Media Marketing Predictions & Trends to Watch in 2019

That magical time of year has come once again, B2B marketers. As the end of the year draws near, we’re reflecting on what has come to pass and looking ahead to what is yet to come. We’re setting goals. We’re shaking up strategies. And we’re hoping the next year will bring more focus, insight, and success. Undoubtedly, social media marketing is top-of-mind as we reflect and plan. From the emergence of cool new platform features to scandal and algorithm shifts, 2018 brought both opportunity ...
Tags: Facebook, Instagram, Social Media, Seo, Linkedin, Social Media Marketing, United States, Edelman, Facebook Groups, Social Network, Toprank Marketing, Cleveland Clinic, Social Media Marketing Trends, Lee Odden, Debbie Friez, Social Media Trends


Be Different : By Shep Hyken | By Shep Hyken

If you compete head-to-head with your competition, you may win or lose. If you compete by being different, you stand out. And, that's a win.
Tags: Travel, Shep Hyken


#511 Win Customers with Convenience

On this episode of The Small Business Radio Show… In segment 1 with Shep Hypken, we talk about why no one wants to just buy your stuff any more; they want to buy a customer experience and they want CONVENIENCE. We’ll show you six strategies to add convenience to your small business so you can win customers. In segment 2 with Denise Kohnke, we discuss why marketing departments are often diminished by company leaders. We set the record straight for how the marketing department’s efforts and resul...
Tags: Sales, America, New York Times, Wall Street Journal, San Francisco California, Toby, Lehi Utah, Shep Hyken, Toby Scammell, National Speakers Association Hall of Fame, Womply, Denise Kohnke, House United LLC, Nextiva Square Payroll, Shep Hypken


Next-Gen Lead Gen: How to Refine Your Marketing to Get More B2B Leads

A few days ago, I was watching a 2005 episode of Doctor Who with my nine-year-old. He saw a strange artifact in a character’s hand. “What’s that thing?” he asked. “An iPod,” I responded. “It’s like a smartphone, but it could only play music and had a black-and-white screen. No, no touchscreen. It held a LOT of music, though! Like hundreds of CDs! Okay, so a CD is…” The point being: You kids need to get off my lawn. Okay, the actual point being: Technology has changed fast in the ...
Tags: Seo, Content Marketing, Lead Generation, Digital Marketing, Lee Odden, Lead Gen, Shep Hyken


Let Your Customers Tell Your Story | By Shep Hyken

In the past, Ive written and talked about Telling Your Story. The idea is that you look to create the legendary type of stories that come from your employees and set the bar for the customer experience you want to deliver. Probably the best example is the famous Nordstrom story where a customer returned a set of used tires to a Nordstrom and the store employee gave the customer a refund. We all know that Nordstrom doesnt sell tires. If you dont know the entire story, you can simply Google...
Tags: Travel, Nordstrom, Shep Hyken, Google Nordstrom Tire Story


Be as Easy as Ordering a Pizza | By Shep Hyken

Back in my college days, I remember how easy it was at 11:00 at night, while studying for a test the next day, to order a pizza from Domino's. I just picked up the phone and in less than thirty minutes, it was delivered. Today I do the same thing. I pick up the phone and order a pizza - but I don't have to… pick up the phone.
Tags: Travel, Shep Hyken


Always Do Your Best | By Shep Hyken

Our mantra at Shepard Presentations is to Always Be Amazing. Those three words are very important. They are totally consistent with what we stand for, what I write about in my books and articles, and how we conduct ourselves at work every day. It's simple…
Tags: Travel, Shep Hyken, Shepard Presentations


The Shepard Letter - The New End | by Shep Hyken | By Shep Hyken

I had the wonderful opportunity to interview Sam Stern, a principal analyst at Forrester Researchfor my Amazing Business Radio show. One of the ideas we discussed was Daniel Kahneman's Peak-end rule. The short version of this concept, applied to customer interactions, is that customers judge their experience on how they felt at its peak and at its end.
Tags: Travel, Daniel Kahneman, Shep Hyken, Sam Stern, Forrester Researchfor my Amazing Business Radio


Design is how we treat each other – Interview with Rie Nørregaard

Today’s interview is with Rie Nørregaard, a Managing Creative Director of SYPartners, a consultancy based in New York and San Francisco. For 20 years, they’ve helped business leaders, teams, and individuals pursue growth and greatness. Rie has recently started a podcast: Designing for Humanity, which aims to explore designing a future that’s made for all of us—and the best in us. They also say that design, at its heart, is an act of service and is the work of solving problems for the benefit of ...
Tags: Business, New York, Design, Leadership, Interviews, San Francisco, Customer Experience, Customer Service, Employee Engagement, Culture, Innovation, Team, Inclusive Design, Team Development, Shep Hyken, Rie


Convenience helps you stand out and creates fierce loyalty – Interview with Shep Hyken

Today’s interview is with Shep Hyken, who is the Chief Amazement Officer of Shepard Presentations and a New York Times and Wall Street Journal bestselling author. Shep joins me today today to talk about his latest book: The Convenience Revolution: How to Deliver a Customer Service Experience That Disrupts the Competition and Creates Fierce Loyalty, why convenience, the dimensions of convenience and how to use it to make a difference to your business’ service and experience. This interview follow...
Tags: Amazon, Business, Interviews, Customer Experience, Customer Service, New York Times, Innovation, Convenience, Customer Loyalty, Customer Retention, Shep, Customer Journey, Shep Hyken, The Convenience Revolution, Shepard Presentations


Take Your Customers Where They Need to Go, Not Where They Want to Go | By Shep Hyken

On a recent trip to Africa, I had the pleasure of meeting the Governor of Oyo State, Nigeria, the Honorable Abiola Ajimobi. He had a commanding presence and shared many insightful thoughts. I asked what made him successful, and he quickly responded with the following response: "Good leaders don't take people where they want to go. They take them where they need to go."
Tags: Travel, Africa, Shep Hyken, Oyo State Nigeria


How Customer-Centric FAQ Pages Can Improve Content Marketing Results

Your prospects and customers have questions. And it’s your job as a content marketer to answer them. That’s why you’re continuously turning out content to inform, engage, and inspire action throughout the buyer journey. But wouldn’t it be great if you could answer many of those burning questions in one convenient, easy-to-use resource? It would. And it exists. It’s an early-internet favorite that's not super top-of-mind these days: The FAQ page. FAQ pages have been around since before...
Tags: Seo, Content Marketing, Cta, Content Marketing Tips, Lee Odden, Shep, Shep Hyken, FAQ pages, Amazon S3 Amazon


Brand Book Bites from The Convenience Revolution

Here’s my write-up of the best bites and my takeaways from Shep Hyken’s new book, The Convenience Revolution: How to Deliver a Customer Service Experience That Disrupts the Competition and Creates Fierce Loyalty. – the book:  The Convenience Revolution: How to Deliver a Customer Service Experience That Disrupts the Competition and Creates Fierce Loyalty is yet another terrific book from Shep Hyken, Hall of Fame speaker, and New York Times and Wall Street Journal bestselling author. – the brains:...
Tags: Jay Z, Customer Experience, Netflix, New York Times, Madonna, Wall Street Journal, Branding, Shep, Brand Book Bites, Shep Hyken, Tom James Company, Business Book Review, Shep Hyken book, Customer Service Book Review, Customer Experience Book Review, The Convenience Revolution book


How Can Marketers Create Stronger Customer Bonds? Focus on Convenience, According to Shep Hyken

Savvy digital marketers have their ears to the ground and eyes to the sky, striving to be on the cutting edge of the latest and greatest trends, tactics, strategies, and tools. After all, change comes hard and fast in this industry—especially when it comes to evolving buyer demands and expectations. However, innovation doesn’t have to be net-new. To put a slight spin on a classic line, everything old can be new again. And that’s where convenience as a strategic digital marketing tool. ...
Tags: Amazon, Interviews, Seo, Customer Experience, Digital Marketing, Shep, Customer Service Experience, Shep Hyken, Shep Hyken Shep, Convenience In Marketing


Innovating Brand Loyalty Programs

Never forget that the digital revolution is changing the way customers buy and the way brands sell. So, it’s no surprise that loyalty programs are evolving to differentiate. The old-fashioned approach of one-size-fits-all incentives, paper (or digital) coupons and classic points and rewards systems are simply too basic to meet the needs of a more savvy and busy consumer. But that doesn’t diminish the importance of a strong loyalty program. According to research by IRI Worldwide, in 2017 74% o...
Tags: Amazon, Europe, UK, US, Tesco, Marriott, Starbucks, Deloitte, Coachella, Keith Urban, Branding, Eventbrite, Forbes, Martin Lewis, Napa Valley, Palm Springs California


How to Build a Successful Business Around Your Best Customers—Including the Ones Who Work for You

Did you know that almost every business has the same first customer? It’s a fact. Although few entrepreneurs realize it, their first customer is their first employee, and this truth alone should make business leaders look at both sides of the customer service coin: External and internal customer service. And before I get into apps and strategies to keep both your internal and external customers elated with your devotion to serving them, I want to make one more important point: Not only are emplo...
Tags: Facebook, Sales, Customer Service, Operations, SMB, Shep Hyken, Workplace by Facebook


How to Build a Successful Business Around Your Best Customers—Including the Ones Who Work for You

Did you know that almost every business has the same first customer? It’s a fact. Although few entrepreneurs realize it, their first customer is their first employee, and this truth alone should make business leaders look at both sides of the customer service coin: External and internal customer service. And before I get into apps and strategies to keep both your internal and external customers elated with your devotion to serving them, I want to make one more important point: Not only are emplo...
Tags: Facebook, Sales, Customer Service, Operations, SMB, Shep Hyken, Workplace by Facebook