Posts by Shep Hyken
Turn a Bore into Something Fun
Sometimes we have to do things that are a bit of a chore. Reading through terms & conditions statements. Waiting on hold to talk to a customer service representative. You get the idea. But what if you could turn that into a fun part of the customer experience? There are some companies who have found…
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How Do You Get Honest Feedback?
How do you get feedback about your business—and your competitors? There are a lot of ways you can try, but I recently heard about one of the best, most creative strategies for getting the real inside scoop about your customer experience. It comes down to finding a third party. Who do your customers talk to,…
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Bosses Set the Tone for Service
Companies often take the personality of their leaders, and if your leaders are not focused on customer service, it’s easy for the company’s service to lag behind, too. I saw this first-hand in my younger days as an employee. If you’re a leader, are you setting an example for your employees, and treating your employees…
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Why You Need to Resolve Complaints Fast!
You might first learn about a problem at the moment a customer reaches out to you to tell you about it. But what you have to keep in mind is that while you’ve only been trying to solve the problem since that moment, the customer has been dealing with the problem for longer. For some…
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How to Come Back Stronger Than Ever
I’m a naturally optimistic person, and a lot of that goes to some early experiences in my life. It’s led me to believe that we’re going to be stronger than ever after the current crisis ends. But that will require having the right attitude and approach, working on ways to improve and grow. Lots of…
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Finding the Right Fit in the Hiring Process
Hiring can be a tricky process. The most impressive individual with the best resume is not always going to be the best choice for an employee. It’s not because they wouldn’t be able to do the job; it’s because the culture of every company is different. When you’re looking to bring new people onto your…
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A Crisis Magnifies Your Personality Traits
We all watch the news and see the dark side of COVID-19, which includes devastating numbers of illnesses and deaths, financial struggles, and more. Businesses are going under. Unemployment is at an all-time high. A lot of people are hurting. But there is still quite a bit of “good” happening around us. In this week’s…
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What Type of Energy Do You Bring?
Are you a “Batteries Included” type of person? And what does that mean? It’s not about being the biggest extrovert, or having the most gregarious personality. Instead, it’s about having the right type of energy—the energy of a contributor, adding to everything going on around you rather than detracting. What kind of person are you,…
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Create a Transformational Customer Experience
In a recent interview I did with Matt Gillin, co-founder and CEO of Relay Network, he made a great point: “The world is now on-demand and highly personalized. The secret of the game is to make it easy and frictionless.” But what does that really mean? In this week’s video, I’ll break down the three…
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Your Last Customer
What would you do if you were down to your last customer? Maybe you’ve been losing customers, either to a competitor or to a general economic downturn. Or maybe you’re just starting and only have one customer. Either way, what are you doing to create a powerful customer experience and keep that customer? And on…
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