Shep Hyken\'s Customer Service Blog

Below are blog posts, articles and tips focused on customer service and experience. To view just the articles (typically longer than a blog post), click here.

This week on our Friends on Friday guest blog post, my colleague Christian Gondek writes about contact centers and what they need to do to be seen as customer service centers. It is key to create a consistent positive experience, which creates confidence, that ultimately can lead to customer loyalty. Shep Hyken  Continue reading

Disney Turns 60Customer Service Role Model

Disney is one of my favorite companies on the planet. I’ve been to Disneyland and Disney World more than 75 times. And, Disney is one of the ultimate customer service role models, which is why whenever I hear about a new book or an article about Disney, I read it. Many lessons can be learned by understanding how Walt Disney approached leadership, culture and the guest experience. Continue reading

Lost LoyaltyThis article might be perceived as a rant, but stay with me because I think you will agree there is a very valid point and lesson at the end. I’m frustrated that a customer may show intense loyalty to a business, and that business may reciprocate with appreciation, until there is a change of circumstances that causes the customer’s buying habits to change – none of which have to do with doing business elsewhere. The airlines offer a perfect example of the point I’m trying to make. Continue reading

Smartphone BlindersCustomer Behavior

It wasn’t that long ago that there were just two ways someone could buy something; either in a store or through the mail – if you were willing to wait four to six weeks for delivery. Today the typical mail order purchase has been replaced with the ability to go online, either through your computer or mobile device. And instead of the merchandise arriving in four to six weeks, it takes just a day or two – and sometimes just an hour or two. Continue reading

Gym MembershipCustomer Experience

One of my favorite strategies in customer service is the membership experience. And, you don’t have to be an exclusive or private club to create that membership experience for your customers. In my book The Amazement Revolution, I used American Express as a role model for this powerful concept. They are hardly a private club, but they create an amazing customer – or should I say member – experience. As they say, “Membership has its privileges.” Continue reading

Emergency Business DrillCustomer Friendly Decisions

I recently read an interesting story about a technological glitch at Starbucks that made it impossible for the point of sale registers to work. What that meant was that they couldn’t take money for the coffee – or whatever else they were selling.

This didn’t happen in just one store. The internal glitch caused an outage in 7,400 stores in the US and another 1,000 in Canada. In my mind, this qualifies as an emergency. What should employees do in this situation? Continue reading

CS Is Marketing and Listening

Customer Focused

I recently attended the IBM Amplify (#IBMAmplify, #NewWayToEngage) conference in San Diego, CA where the focus was on customer engagement. IBM invited a select group of people they referred to as influencers. I was fortunate to be in this group, which included a dozen authors, bloggers, and thought leaders. The speakers at the general and breakout sessions filled my head with information, and it was especially refreshing and thought provoking to debrief with this group of influencers, so I thought it would be fun to summarize my top five takeaways from the conference. Continue reading