Posts by Shep Hyken

You may feel the temptation to charge a little extra to your customers for little things that will help your bottom line in the short term. But don’t make the mistake of forgetting about the long-term value of a customer. Nickel-and-diming your customer violates their trust, especially when you change the rules in the middle…

Sometimes, what seems like the most obvious advice is the most important. That we should be responding more quickly to our customers when they call or email sure seems like something everybody “knows”—and yet people still need the reminder! A slow response time continues to be one of the most common complaints in some professional…

Have you ever had a problem, and tried to communicate that problem, only to receive an explanation or excuse instead of a solution? It doesn’t feel very satisfying. Many customers are more likely to make a negative statement than make a formal complaint, but in reality they’re exactly the same. If a customer says something…

I’m a big believer in the “One Thing Question.” Ask your customers just this one question: “What’s one thing you can think of that would make doing business with us better?” The secret is, you can also use a variation on that question with your employees to make your company an even better place to…

Have you ever considered the way that business is like show biz? If you run a retail store, the retail floor is the stage, and your employees are the actors. But it’s not about following a strict script; it’s more like improv, where your team has to engage with customers and respond appropriately. The best…

No matter what your business is, what industry you’re in, things are changing. Technology is constantly changing the way we do things, and what our customers expect. So you have to keep up with the times, or watch other businesses pass you by—or even have to close your doors. In this video, I share 5…

Getting feedback from your customers about their experience with you and your business is incredibly valuable. But it only works if you actually get people to complete your survey! So what can you do to ensure that the most people are willing to respond and give you that honest feedback you need? The two most…

Have you ever run into a company policy that just didn’t make sense to you as a customer? One that drove you nuts with its ridiculousness? Well, make sure that’s not your company! A customer experience that fails the common sense test is going to create a moment of misery for your customer, but can…

People reach out to a customer service department because they need help, or they have a question, or they want to make a complaint. In those situations, it’s important to deliver an amazing experience to all of those customers—not just some. But too many companies are setting up systems that offer minimal support unless you’re…

Giving away something of value for free can be one of the most effective ways to provide great customer service. The cost of the item or service that you give away can be small for you—really small—but the customer on the receiving end may see it as very valuable. A restaurant owner might occasionally buy…