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Shep Hyken
17,937 followers -
Customer Service Speaker & Expert, NY Times Bestselling Author
Customer Service Speaker & Expert, NY Times Bestselling Author

17,937 followers
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Shep's posts

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Since next month (April) is International Customer Loyalty Month, it’s a great time to discuss the topic of loyalty programs.

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This week on our Friends on Friday guest blog post my colleague, Manuel Grenacher, writes about how using bots can help manage and improve the customer experience. Used properly, I believe bots can be an customer service excellent tool. 

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Don't you hate the phrase, "That's against company policy"? I know I do.

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Congratulations to Squaremouth, who just won a Gold Stevie Award for Customer Service Department of the Year – for the fourth time! Steve Benna, one of their marketing specialists, shared some of their “secret sauce.” Here are four of the many reasons why Squaremouth won, and how they deliver Amazing Customer Service.

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What lessons can we learn from rock stars in the world of customer service and customer experience, like Ritz-Carlton?

Shep Hyken interviews award-winning training and development expert, international consultant and speaker, former VP of Ritz-Carlton Leadership and current Executive VP of Owner Experience at NetJets, Diana Oreck, about the traits that make for good customer service.

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This week's Top 5 discuss how to apologize to customers, building loyalty using smartphones, using artificial intelligence to improve the CX and why you should forget your sales tactics and start focusing on building strong, meaningful customer relationships in order to grow your business.

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This new article on Forbes shares seven lessons from a moving company that any organization can consider implementing to take its customer service to the next level.

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As the bar for customer service increases, so too do customers’ expectations, I tell GetApp.com.

“Customers’ expectations are getting higher. There are companies that are setting the expectations higher with amazing levels of customer service. They’re the Apples and the Amazons – you’ve got all kinds of great companies that set the bar really high. When customers receive a great experience from these companies, they start to wonder why other companies, not even in the same industry, can’t provide that same level of service.”

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This week on our Friends on Friday guest blog post my colleague, Paul Comarto, writes about how the use of text messaging and live chat are influencing customer service. As companies are making an effort to provide better customer service, they must look at every option for their customers. 

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The same way that you deal with an individual customer complaint is the same way you should handle a customer service crisis which impacts many customers.
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