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Shep Hyken
17,915 followers -
Customer Service Speaker & Expert, NY Times Bestselling Author
Customer Service Speaker & Expert, NY Times Bestselling Author

17,915 followers
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Shep's posts

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Ask someone how their experience with your company is. If they say, “Fine,” and you dig a little deeper, you may find out things really aren’t so fine.

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What are some ways that you can show your customers, and your employees, that you are truly customer focused?

I spoke with Megan Singh, Project Management Director at +Squaremouth, a four-time Gold Stevie Award winner for Customer Service Department of the Year, to get ideas that you can implement in your organization.

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"I love Net Promoter Scores, and they tell you a lot. If you're going to survey customers, make it easy on them. If they called and spent 6 minutes on the phone with you, don't send them a 15-minute survey - that's ridiculous. But a 1-minute or 2-minute survey can net some really important information," I tell +Eric Rees of +Lessonly.

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This week's Top 5 include customer appreciation ideas, employee retention, customer service tips for the phone, how to strike a balance between technology and human-to-human interaction and an excellent article with some valuable insights and lessons we can learn from the airlines.

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Earlier this week +Starbucks Coffee experienced a technology glitch that shut down its payment system in various stores throughout the U.S. and Canada. A failure like this could have cost the coffee shops millions of dollars. Think about it. If you owned a store and couldn’t accept payment for whatever you sold, what would you do?

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This week we feature an article by Kevin J. Berk, +ServiceGuru, about the importance of responding quickly to customer comments and reviews. Ask your customers to post online reviews. This shows that you have confidence that you will take care of your customers by delivering a great customer service experience and taking care of any problems that may arise – in such a way that will earn you a glowing online review. 

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There are many times companies think they are doing right by the customer, but in reality, they could be causing an inconvenience. So, analyze the process you put the customer through while they are doing business with you. What onus do you put on the customer?

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If you know about a problem or a complaint, how can you fix it before you respond to the customer?

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+Starbucks Coffee turns coffee beans and a coffee, and lemons into lemonade!

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How can you improve both customer and employee satisfaction? By getting customers to provide feedback on individual employee service performance.

Kevin Berk, creator of a new customer rating platform called +ServiceGuru, talks about how using services like these can improve your company revenues.
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