Posts by Shep Hyken

The words we use matter. What words are you using to describe the people who do business with you? Are they customers? Clients? Members? Guests? Something else? It’s a small thing, but even one word can impact how you view the relationship. And since we want a lasting relationship, it’s important to find the right…

It’s easy to get discouraged when we’re going through a crisis. Tough economic times give us lots of negatives to focus on. But it’s a helpful exercise, even in the toughest times, to think about what you’re grateful for. What are some positives that come out of even the most difficult situation? What can you…

How do you define the difference between a professional and an amateur? Is it about the nature of the work, about the status of a job…or is it about behavior? Professional behavior—professionalism—earns respect and trust, and creates a positive perception about you and your business. Learn more in this week’s video!

The first full week of October every year is National Customer Service Week, my favorite time of the year. Of course, I believe we should be thinking about customer service all year round, but it’s helpful to have this time to focus—or refocus—on this important topic. What really makes good customer service? What makes bad…

It costs you nothing to be nice, and yet doing just that can lead to substantial benefits for your business! Even something small—a compliment, a show of respect, a polite gesture—can make someone’s day and create a better experience for your customers. So what can you do to be nice to people engaging with your…

You want to deliver a great customer experience for every person who walks through your door (literally or figuratively). So what are the biggest obstacles getting in the way? A great experience requires more than just wanting it to be so; you have to identify the roadblocks inside your own organization and your own processes,…

The same thing happening over and over again…does that sound boring to you? Maybe it’s boring, but when it comes to the customer experience, boring can be good! If you are able to deliver the same good experience every single time, with employees who are always knowledgeable and helpful, and an easy process, your customers…

No one likes it when they have to fight with a company to get the experience they were expecting. Going in circles trying to get a problem solved is miserable. To build a customer-centric organization, the situation should be the exact opposite: your employees should be willing to fight for the customer. When something goes…

The key to providing a great customer experience is to be a little better than average, all the time, in every way. But every so often, a chance to provide one of those famous “WOW” moments rears its head. You might miss it, though, if you’re not paying close attention, and really listening to your…

Customers want choice. For many businesses, an important aspect of keeping customers happy is giving them options to tailor the product or service to their liking. Recently I went to a pizza restaurant where you can customize your pizza by choosing from a list of many toppings. And the Chinese restaurant that I frequent is…