Posts by Shep Hyken

An Incredible Brand Promise

I recently gave a presentation at River Valley Bank, which is changing its name to Incredible Bank. My experience there was a great example of creating a brand promise. It’s right there in the name: Incredible Bank. You know right away what kind of customer experience they’re looking to create. I got to learn more…

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Do You Do the Right Thing?

Sometimes people go above and beyond in customer service, to do more than would be expected. They do it because, in their minds, it’s the right thing to do. One of my readers recently sent me a note that described a situation just like this, where someone provided him service above and beyond the call…

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Do You Act Your Core Values?

Lots of people talk about core values. But are you acting on your core values? If you’re just writing them down without acting on them, it’s just a writing assignment. For core values to really work, you have to understand and consider how they tie into your daily behavior, filtering (to use a great metaphor…

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The One-Question Customer Survey

Getting feedback from your customers is an invaluable way to learn about how you’re really doing. But how do you actually get customers to respond to surveys? It comes down to two things: Simplicity and Speed. If you can design a survey that is easy to respond to and promise customers that you won’t take…

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A Promise to Your Customers

What personal promises are you making to your customers? I talked about my friend, Dr. Neil Baum, in a recent video. There’s another great lesson we can learn about business from the way he runs his practice. On his website, he has a section labeled “My Personal Promise to You,” addressed to his patients. It’s…

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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 certain type of personality to consistently deliver good service, day in and day out, to pleasant customers as…

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Un-common Sense

Sometimes we’re confronted with problems where the solutions are difficult to figure out. But sometimes, the solution is staring us right in the face—as long as we’re willing to look! A friend of mine recently shared a story of an experience she had where a problem had an obvious solution. But common sense isn’t always…

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Win-Wins, and Win-Wynns!

When you deliver a great customer experience, it becomes a win-win. You win by creating a happy customer. And the customer wins with the great service. It takes competent people making good, customer-focused decisions for the system to work. Learn how one of my friends experienced a win-win—or rather, a Win-Wynn situation in this week’s…

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5 Ways to Say “Thank You”

Showing appreciation to your customers is a big step to creating a memorable experience and being truly amazing. So what are the things you do to tell your customers, “Thank you!” While there are many options, from notes to videos to events, make sure you’re doing something to show your customers just how much you…

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Figure Out Why Your Customers Come to You

Do you know why your customers choose to do business with you? People have all kinds of different reasons for making the decisions they make, including which companies to buy from. For some customers, it all comes down to price. But as a business owner, that isn’t the most reliable reason, because those customers are…

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