Customer Service Articles, Customer Loyalty Articles, Customer Experience Articles, Business Articles and more

Shepard Letter Articles by Shep Hyken

On this page you will find links to "back issue" Shepard Letter articles.
Typically, these are short articles, tips or stories that can relate to just
about anybody in any business. Many of these articles focus on
customer service, customer loyalty, customer relations and more. You
are welcome to reprint these articles for your organization to use
in your publication to members and employees. Feel free to do
minor edits and customize the articles to meet your specific needs. If
you would like to discuss any major changes, please give us a call.
Also, please send us a copy of your publication when you include the
articles. Our mailing address and contact information are below.

If you would like to have a copy of all the past Shepard Letter articles
in a PDF format, please email us.

IMPORTANT! Please be sure to include the following bio and
contact information after each article. Thank you!
.
Shep Hyken, CSP is a professional speaker and author who
works with companies who want to develop loyal relationships
with their customers and employees. For more information on
Shep's speaking presentations, (including his customer service
speaking programs) books, tapes and learning programs please
contact (314) 692-2200. Email: shep@hyken.com Web: www.
hyken.com

To view articles, just click on the links below.

1. Do What Is Not Expected
2. No Mistakes – It Is Just A Goal
3. Organization Helps Avoid Procrastination
4. Treat Employees Like They Are the Customer
5. Would You Recommend Your Competition?

6. Recovery
7. Benchmarking
8. Opportunity
9. Win Your Customers
10. Are You Easy?

11. Advocacy
12. Don't "Gap Out"
13. Follow-through Builds Customer Confidence
14. Give a Command Performance
15. Operations Focused Versus Customer Focused

16. Business As Usual
17. The "ER" Strategy
18. The Executive Carwash
19. The Appreciation Call
20. Be Proactive

21. More On Proactive Service
22. More On "Wow"
23. The Valentine Obligation
24. Create Value
25. Be Customer Focused

26. Learn From Being Wrong
27. Develop a Convenience Strategy
28. Always Respect People – No Matter What!
29. Be a Creative Problem Solver
30. Doing One Thing Right Is Good. Lots of Things Right Is Better!

31. Help Others and You Will Get What You Want
32. A Tale of Excellent Service
33. It Is the Thought That Counts
34. Flexibility
35. Trust Your Customers

36. Problems Can Get Customers To Return
37. It Is About the Experience
38. Think Strategic
39. Body Share
40. Loyalty Goes Both Ways

41. Keep In Touch
42. Expertise Marketing
43. Negative Thinking Can Be Good
44. Some Goal Setting Basics
45. The Art of Recovery

46. Empowerment Leads To Great Service
47. Give It Away
48. I Thought Cash Was King
49. Another Tale of "Wow"
50. The Five Levels of Service

51. The Five Levels of Service - Part Two
52. Human Free Service
53. Don’t “Nickel and Dime” Me!
54. Don’t Just Meet Expectations – Exceed Them
55. Are You an Expert?

56. Exploiting Your Expertise
57. Be Loyal To Your Customers
58. We Can Learn a Lot From The Guy Who Parks Cars
59. Confirmation Turns Into Confidence
60. Problems Are Opportunities To Show How Good You Are

61. Communication Helps Avoid Problems
62. Two Sides of Service
63. Give More Than They Expect
64. Be Good For Your Customer
65. Your Top Ten Reasons

66. The Honeymoon Should Never Be Over
67. Your Awesome Responsibility
68. On Duty While You Are Off Duty
69. The Gap
70. The Name Game

71. The Amenity Wars Are Back
72. Technology Can Enhance Customer Service and Sales
73. Creating Memorable Service
74. A For Effort, F For Execution
75. Customer Service, Customer Care - What's the Difference?

76. Customers Want an Experience
77. You're Not In My Station
78. Treat the Person, Not the Disease
79. On Being Real
80. Create a Unique Experience

81. Bad Rules - Rules That Get In the Way of Success
82. Bad Rules Part Two - How To Say "No"
83. Small Details Make a Difference
84. A Tale of Two Customer Service Reps
85. Having a Bad Day?

86. This Call May Be Recorded For Quality Assurance
87. Notice of Suspension
88. Watch My Back
89. Stepford Service
90. If Everybody Knows, Then Why Don't They Do It

91. It's Not Mind Reading
92. Great Service Can Be Your Best Sales Strategy
93. The Opposite of the Golden Rule
94. Service with Integrity
95. Loyalty Equals Service Plus Confidence

96. Four Valuable Lessons We Can Learn From the Airlines
97. April is International Customer Loyalty Month
98. The Numbers Don't Lie
99. Do You Know Your Customer Service Numbers?
100. Sometimes It Is Called Customer Service

101. Would Your Customers Recommend You?
102. It's Not My Fault, But It Is My Problem - To Solve
103. Partial Customer Satisfaction
104. Manage the Details
105. The Employee Loyalty Formula

106. Employee Loyalty Leadership
107. Mundane to Magic
108. Anti-NO
109. What Matters Most


Shep Hyken, CSP
Shepard Presentations, LLC
711 Old Ballas Rd., Suite 215
St. Louis, MO 63141
(314)692-2200 || Fax: (314)692-2222
shep@hyken.com || http://www.hyken.com

Copyright ©2003-2008 by Shep Hyken, CSP and Shepard Presentations, LLC

Shep Hyken has been writing business articles since 1983. Included in The
Shepard Letter are customer service articles, customer loyalty articles,
motivational articles, business tips and more. The Shepard Letter is written
approximately once a month is distributed via email. Feel free to email your
comments and questions.