Posts by Shep Hyken

When you’re preparing to make a purchase, what’s one of the first things you do? For many people, the answer is to look at reviews online. And the same is true for your customers, who want to know more about your business and your products or services. So how do you get customers to leave…

Where does your customer’s loyalty lie? Many companies assume that the full loyalty is to the business, and so they take actions that end up damaging the customer relationship! It turns out that much of customer loyalty is actually to your employees, so when you take steps to automate the customer relationship and disrupt the…

It’s important to get a customer…but it’s also important for your business to keep the customers you get, so that they continue doing business with you and coming back again and again! So do you know what your customer retention rates are? The good news: I’ve got a way for you to figure it out!…

Have you ever had a truly amazing experience as a customer? One where someone at a business went truly above and beyond the call of duty to take care of you? With a little effort and creativity, you can create an experience your customer will remember forever. Watch this week’s video for some examples of…

In any business, there are some hard and fast rules that no one can break, any time. You can’t do something that’s illegal, or that’s dangerous to you, an employee, or a customer. But other rules are more like guidelines. While employees should be trained on the rule, they should also be taught to use…

Your customer, or a prospective customer, reaches out to you with a question. You give them an answer. Simple as that, right? Maybe not. A common mistake in business is to give an incomplete answer, answering part of the customer’s question, but leaving out information that either prompts a time-consuming follow-up question or a simple…

The time to focus on customer satisfaction isn’t just immediately before and after the sale. Instead, it should be something you’re working on all the time, especially if you have a subscription model for your business. What are you doing to provide a little extra peace of mind for your customers? It can be as…

Mind the gap! In fact, there are a lot of “gaps” you should be concerned about in your business. The one I want to talk about today is the expectation gap—the gap between the experience your customer is expecting, based on their past experience with both you and other companies they love, and what they…

You may think of the “details” as small, unimportant things. But paying attention to all those small things, those little details, can add up to something huge. The customer experience is built up of all those small details, and when we focus on getting them right, it tends to help us get the big thing…