by Shep Hyken | Mar. 19, 2019 | Field Service Spotlight, Strategy & Leadership
Editor’s note: A version of this article appeared on Shep Hyken’s blog and is adapted here with permission. You’ve heard of the “pay it forward’ concept. Many people use the phrase to describe doing a good deed for someone with no other expectation than... Read more
by Shep Hyken | Feb. 18, 2019 | Field Service Spotlight, Strategy & Leadership
Editor’s note: A version of this article appeared on Shep Hyken’s blog and is adapted here with permission. “Please stay on the line to answer a short, one-question survey at the end of this call.” That’s what I heard just before the agent picked up the phone to... Read more
by Shep Hyken | Nov. 26, 2018 | Strategy & Leadership
Editor’s note: A version of this article appeared on Shep Hyken’s blog and is adapted here with permission. My latest book, The Convenience Revolution, is all about making the customer experience as frictionless as possible. In the book, there are six... Read more
by Shep Hyken | Oct. 25, 2018 | Strategy & Leadership
Editor’s note: A version of this article appeared on Shep Hyken’s blog and is adapted here with permission. Shep Hyken’s latest book, “The Convenience Revolution,” is available now. The other day I was at my hotel waiting for my client to pick me up... Read more
by Shep Hyken | Sep. 5, 2018 | Strategy & Leadership
Editor’s note: A version of this article appeared on Shep Hyken’s blog and is adapted here with permission. Someone once said that if you want to know if the company is treating their employees well, try the coffee. The coffee? Really? Okay, I get it. One little... Read more
by Shep Hyken | Aug. 3, 2018 | Strategy & Leadership
Editor’s note: A version of this article appeared on Shep Hyken’s blog and is adapted here with permission. Technology is great … until it’s not. You are on a website. A little box pops up and there’s a picture of a customer service rep with a typed... Read more
by Shep Hyken | Jun. 18, 2018 | Customer Experience
Editor’s note: A version of this article appeared on Shep Hyken’s blog and is adapted here with permission. What does a good customer experience look like at your company? What does good customer service look like? Ask everyone on your team and listen to the answers.... Read more
by Shep Hyken | Apr. 24, 2018 | Customer Experience
Editor’s note: A version of this article appeared on Shep Hyken’s blog and is adapted here with permission. I’ve got good news and bad news for you. The good news is that you no longer have to keep up with your competition. The bad news is that now you have to keep up... Read more
by Shep Hyken | Feb. 21, 2018 | Strategy & Leadership
Editor’s note: A version of this article by Shep Hyken appeared on his Customer Service Blog. Read the original version here. I’ve written about the customer service gap before. It can be the gap between you and your competitors. You want the gap to be wide, which... Read more
by Shep Hyken | Jan. 8, 2018 | Strategy & Leadership
Editor’s note: A version of this article by Shep Hyken appeared on his Customer Service Blog. Read the original version here. Over the last few weeks, I’ve been reading about predictions and trends for 2018. It got me thinking about the actions we must take to... Read more
by Shep Hyken | Aug. 25, 2017 | Strategy & Leadership
Editor’s note: A version of this article appeared on Shep Hyken’s blog and is adapted here with permission. Your employees attend customer service training. They learn techniques and tactics for dealing with unhappy and angry customers — or just customers who need a... Read more
by Shep Hyken | Jan. 5, 2016 | Strategy & Leadership
Editor’s note: A version of this article appeared on Shep Hyken’s blog and is adapted here with permission. Happy New Year! As we begin a new year, I’ve been thinking about what the biggest customer service trends during the past year or so — and... Read more
