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.

Customer Holds Company HostageCustomer Service Experience

Some of my clients have mentioned to me that social media gives customers such an upper hand. One even mentioned that he felt that his customers are holding his company hostage. These clients are concerned that if they don’t give their customers the service or experience that they think they deserve, they will turn to Twitter, share the experience on Facebook, post a negative review on Yelp, and more.

You know what I think? I think that it simply means our customers are holding the company to a higher standard. Continue reading

tariqNovemebr 19: Tariq Farid Discusses Wowing the Customer

Shep Hyken interviews Tariq Farid, the Founder and Chief Executive Officer of Edible Arrangements International. Tariq is a customer service “fanatic” that has created his success by building a customer service organization. He started the first Edible Arrangements store in 1999 and has grown into more than 1,200 stores worldwide. Listen as Tariq describes how to build a world-class customer service company and how you can too! Continue reading

What Is Reputation WorthRecently I wrote about how Delta Airlines and an employee at the St. Louis airport perfectly handled my dilemma in getting to a speaking engagement on time. There were some great lessons in that story, but there is another lesson that is just as powerful, if not more so.

My client expected me to show up. They promoted the event and had 200 people that were expecting me to present my customer service presentation. What kind of message would I be sending the client and the audience if I failed to show up – or at least make somewhat of a heroic effort to do so? Continue reading

rene & steveNovember 12: Rene Vidal and Steve Finkelstein Discuss How to Play Smart to Win in Business.

Shep Hyken talks with Rene Vidal, chief executive officer of Rene Vidal Companies and tennis pro; and Steve Finkelstein, Sr. Partner and co-founder of Experience on Demand, a consultant firm. They are co-authors of “Play Smart to Win in Business: Leadership Lessons from Center Court to Corner Office.” Rene and Steve explain how sports’ winning practices also apply to business. Continue reading

Waiting for an EmailSocial Customer Service

I knew it was bad, but just didn’t know how bad. I’m talking about the average time it takes for a company to respond, via different social media channels. A recent study put out by Eptica evaluated 500 US retailers’ ability to respond, by asking ten routine questions. The average amount of time it takes for many of these companies to reply is staggeringly disappointing. Continue reading

usRhBF_n_400x400October 29: Talks Innovation and Turning Best Practices on Its Head

Shep Hyken speaks with Dawnna St. Louis, Chief Innovation Evangelist, keynote speaker and leading innovation expert, about how to achieve an innovation trifecta. Dawnna explains what a real innovation is and what you need to pick the best innovation. You will also learn about disruptive innovators such as Donald Trump and reality TV. This conversation is fascinating and not to be missed. Continue reading

No Tipping Restaurant Customer Experience

You’re out to dinner and your server is great. So you give a generous 20% tip. How would you feel if the server refused your tip? In other words, your server delivered an amazing customer experience, but did so because it’s part of their job, not because they are motivated by the hope of a larger tip.

This concept of not tipping for service at a restaurant isn’t new. In many countries around the world, this is common practice. However, in the U.S., tipping is the norm and expected. But there is a disruption to the status quo. Continue reading

Customer Service Lesson

Customer Care

What started out as a customer service Moment of Misery™ turned into a Moment of Magic®.

I was headed to Lagos, Nigeria to do a customer service speech at a public event. My client, who is from Lagos, arranged a flight with Delta Airlines. The flight would take us from St. Louis to Atlanta, then to Lagos. Unfortunately, the plane from St. Louis had a mechanical issue and wouldn’t get us to Atlanta in time. Continue reading

eric chesterOctober 20: Eric Chester Talks about Being On Fire At Work!

Shep Hyken interviews Eric Chester, best selling business author, on how great companies ignite passion in their people without burning them out. No matter what type of business you have, or how big or small it is, you need to pay close attention to what Eric says. He shares his seven cultural pillars that drive employee performance. These include compensation, alignment, atmosphere, growth, acknowledgement, autonomy and growth. He interviewed dozens of executives in top performing companies and brought us back actionable ideas that will help inspire you and the people you work with. Eric released his latest book, “On Fire at Work: How Great Companies Ignite Passion in Their People Without Burning Them Out“.
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