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Shep Hyken
17,903 followers -
Customer Service Speaker & Expert, NY Times Bestselling Author
Customer Service Speaker & Expert, NY Times Bestselling Author

17,903 followers
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Shep Hyken's posts

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How can we move from just satisfying our customers, to making them truly happy, which results in loyalty?

I spoke with Chase Clemons, customer service professional +Basecamp, who tells us how to go above and beyond for your customers. 

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This week's Top 5 discuss what older generations want from customer service, just being nice, examples of customer experience innovation, handling an escalated customer service call and how you make being a member of your loyalty program worthwhile.

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There is a right way to complain using social media – and a wrong way. If you followed Ann Coulter’s recent rants regarding Delta Air Lines, you were watching the wrong way to complain.

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This week we feature an article by Jason Grills about how to use live chat agents properly in order to delight your customers. I believe that as a quick first line of support, live chat is a great alternative. 

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How has customer service changed over the years? You may be surprised at the answer... 

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Customers want to be trusted. After all, would you want to do business with a company that feels like they don’t trust you? Are we guilty of having a process or rules that send the message to the customer, “We don’t trust you.”?

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“She threw a tantrum. She was essentially screaming at everyone in public,” I told Nicole Lyn Pesce of Moneyish. “That old axiom that you catch more bees with honey than with vinegar rings true, especially in a public setting.”

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What should you do when someone posts a negative review about your company or your products or services?

Shep Hyken interviews keynote speaker and author Mason Duchatschek on steps you can take to protect your online reputation.

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Shep Hyken shares his commentary on this past weekend's clash between +Delta Air Lines and Ann Coulter.

Shep gives his opinion on how Ann went on Twitter after the trip and ranted and raved about her experience. He then shares tips for how to use Twitter for customer service. 

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This week's Top 5 discuss how chatbots will change customer service, successful CX strategies, measuring service, technical ways to create a better customer experience and how the White House Office of Innovation is focusing on customer service. 
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