Posts filtered by tags: Shep Hyken[x]


What’s Normal For Us Can Be Amazing To Others | By Shep Hyken

During my live presentations, there is a part of my speech where I talk about Moments of Magic. These are positive experiences we create for our customers, including our internal customers, also known as our fellow employees. (If you’ve been following my work, you already knew that.)
Tags: Travel, Shep Hyken

The Unexpected Stands Out – Especially If It’s Bad | By Shep Hyken

In the customer service world, people have expectations. They want to be treated with dignity and respect. They expect that if they buy something, it will work and do what it is supposed to. If it doesn't, they expect the company to stand behind its products and services.
Tags: Travel, Shep Hyken

Stop Reading From The Script! | By Shep Hyken

This is why some companies get a bad rap! Our colleague here at Shepard Presentations, Nate Jones, shared a story about something that recently happened to his father. This is a great customer service training lesson. He bought a new car. About a month later he's in a parking lot and the car won't start.
Tags: Travel, Shepard, Nate Jones, Shep Hyken

Social Media ROI: How to Measure It

Talk with any marketing consultant, and nine out of ten of them are likely to recommend marketing on social media sites. But you should ask an important question: Is the return on investment for social media worth the time and money? In this guide, we explain the steps to define and measure your business’s social media ROI. Measuring social media ROI has several benefits. One obvious result is that it can help you squeeze the most from your budget — no matter how tight it may be. Most of all, m...
Tags: Google, Facebook, Twitter, Youtube, Sales, Social Media, Google Analytics, House, Ibm, Livestream, Hootsuite, Forbes, Don, Peter Drucker, Facebook LinkedIn, Shep Hyken

There Is No Excuse To Not Respond To A Customer | By Shep Hyken

Let me put it to you in the simplest terms possible. When your customer calls, emails or texts you, you must respond. That is unless you don't care if they ever do business with you again.
Tags: Travel, Shep Hyken

Here’s How To Get Your Customers To Say, “I’ll Be Back!” | By Shep Hyken

Many companies think they have to compare themselves to their competition. They want to know what the competition is doing that they are not. And when they figure it out, you know what they do? They copy them.
Tags: Travel, Shep Hyken

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 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

Four Inputs of a Customer-Centric Culture Transformation

I originally wrote today’s post for Shep Hyken’s blog. It appeared on his site on May 29, 2020. Tags:  Annette Franz (Gleneicki) core values customer experience customer-centric culture employee experience leadership
Tags: Marketing, Annette Franz Gleneicki, 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