Posts by Shep Hyken

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…

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…

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…

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…

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…

Trust is the foundation for great relationships. So how much do your customers really trust you? To build that trust, you need to deliver a predictable, consistent experience, every time. When your customers have confidence that you’ll take care of them, then you’re on your way. In this week’s video, I share some examples of…

Making sure that you’re keeping up with what your competitors are doing is a good start, but directly going head-to-head might not be the best strategy. Instead, find ways you can stand out—be different. What can you do that the competition isn’t doing? You want to stand out and be different—as long as the thing…

In my latest book, The Convenience Revolution, I focus on why and how companies should eliminate friction. But what are the things that cause friction in your business, introducing frustration and confusion to the customer experience? In this week’s video, I look at 10 of the most common ways companies create friction for their customers,…

A customer testimonial is powerful. And now in our age of social media and review sites, customers are sharing more of their experiences—both positive and negative—than ever before. But while getting a customer to leave a positive review or say something nice on Twitter is good, you can do even better. Find ways to get…

Every company wants to build customer loyalty, but saying it doesn’t make it so. What are the common approaches of businesses that have succeeded in creating the kind of lasting loyalty that brings customers back again and again? I’ve got 5 specific things to keep in mind, from your product to your outlook in every…