Posts by Shep Hyken

I’ve seen pilots engage with passengers before, but Gerald Higginbotham takes it to a whole new level. I encountered Gerald as I was boarding a very early morning flight to Dallas. He was one of the pilots, and he was greeting every single person as they stepped onto the plane. It was more than a…

People love to share their customer service experiences with me, and I hear it all—everything from unbelievably amazing service to customer service horror stories. I can’t count the times someone has said to me, “You should call ‘so and so.’ Their customer service is terrible. They could use your help.” Usually the negative experiences happen…

It isn’t every day that a company has the opportunity to create an over-the-top customer experience. That’s what makes them so special. That’s why sometimes when they happen, they become legends that are talked about within the company and among customers—and sometimes find an even wider audience through the news or social media. Let me…

There seems to be a disconnect in the perception of customer service. While many companies boast about their great customer service and use it as a marketing point, surveys that are being returned indicate that customers believe service is worse than last year. W.P. Carey School of Business at Arizona State University found that customer…