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.

September 2: Craig Smith on How Marriott Creates an Amazing Customer Experience

Shep Hyken speaks with Craig Smith, president and managing director of Marriott International (Asia Pacific). From his days as the assistant housekeeping manager to his high-level role today, Craig has placed an emphasis on supporting and caring for his employees. In turn, his staff takes care of their customers/guests, which leads to high customer satisfaction. Regardless of your industry, you need the right people with the right attitudes who want to make others happy. Continue reading

Special OpportunitiesAmazing Customer Experience

Sometimes, we experience truly amazing levels of customer service. We call it over-the-top, or above and beyond, or WOW! customer service. Many of my clients tell me they want to consistently create that experience for their customers. My response is that it’s an unrealistic – even impossible – expectation. Over-the-top service usually happens with isolated incidents, either problems or complaints, or recognition of an opportunity to create such levels of service. Continue reading

August 25: Danny Meyer Dishes Out Advice on the Importance of Hospitality in Business

Shep Hyken interviews Danny Meyer, CEO of the Union Square Hospitality Group. The award-winning restaurateur opened his first establishment, Union Square Cafe, in 1985 at the age of 27. Due to its emphasis on service and hospitality, Union Square Cafe soon became one of the premiere dining locations in all of New York City, and remains highly regarded today. Listen as Danny describes how to use those same principles – hospitality and service – to make any business a success. Continue reading

This week on our Friends on Friday guest blog post, my colleague Josh Stern writes about how important it is to properly use the data collected from customer experiences. He explores the value in video mystery shopping as a source of valuable data.Shep Hyken Continue reading

tomdowdAugust 18: Tom Dowd on the Top 10 Ways to Self-Engage at Work

Shep Hyken talks with Tom Dowd, a professional development expert and author of “The Transformation of a Doubting Thomas: Growing From a Cynic to a Professional in the Corporate World.” Tom, a self-proclaimed “recovering cynic” has spent more than 25 years climbing the corporate ladder. After experiencing the ups and downs of corporate life, Tom developed a list of the top 10 ways for employees to take accountability of their own career development and satisfaction. Tune in to hear Tom’s tips for self-engagement. Continue reading

This week on our Friends on Friday guest blog post, my colleague John Smart shares his thoughts about the importance of good communication and interpersonal skills to customer service. This is all part of taking care of your customer and making sure they have the information they need to do business with you. Shep Hyken Continue reading

Rules for CustomersBrand Promise

This will seem like a rant… because it is. I don’t like complaining about specific companies, so I’ll keep that private. What I do like, however, is sharing the lessons we can learn from their mistakes and sometimes customer-abusive decisions.

It’s customary for the airlines to expect their customers, also known as their passengers, to be at the gate, ready to board on time. Some airlines even ask you to be on board ten minutes before departure time as they want to close their doors to ensure an on-time takeoff. So far, I’m totally cool with this request. Continue reading


August 11: Peter Voogd on The Entrepreneur’s Blueprint to Massive Success

Shep Hyken talks with Peter Voogd, entrepreneur, GameChanger, and author of the 27-time International Bestseller, “6 Months to 6 Figures.” When he was 15, Peter started his first business – selling Air Jordan shoes on eBay. At 22, Peter found himself broke, stressed, and discouraged. But by the time he reached 23, Peter was making a six figure salary. He is now the CEO of the GameChangers Movement and is a leading expert on Generation Y leadership. Peter shares valuable lessons he’s learned through success and failure, and how those lessons are applicable to any job and any situation.
Continue reading

August 5: Scott Halford on How to Activate Your Brain
Scott Halford

Shep Hyken interviews Scott Halford, hall of fame speaker, and author of the recently released book, “Activate Your Brain: How Understanding Your Brain Can Improve Your Work and Life.” For years, Scott has studied a variety of subjects relating to psychology, including brain-based behavioral science. It’s given him unique insight into how people can maximize the power and performance of their brains, thus helping them achieve success and fulfillment. From exercising to unplugging, Scott provides tips on how to best engage your brain.
Continue reading

Six Types of Loyal Customers

Who Do You Want As Your Customer?

Recently I was working with a client and we were discussing different types of customers – specifically loyal customers – that any business might encounter. I thought it would be interesting to share the list that we came up with. I’ve identified six main types of customers that just about all types of businesses could have – or have already. I included businesses that have loyalty programs because so many of my clients do. Continue reading

Uninteneded ConsequencesSomeone in your organization irritated your customer. The customer left angry or upset. Maybe the customer was less than friendly and was difficult. Maybe the customer was too demanding or had unrealistic expectations. Whatever the reason, it doesn’t matter. The customer left unhappy.

Someone might say, “Well, it was just one customer.” Well that way of thinking is so last century! Continue reading

Amazing Business Radio Podcast ImageEarlier this year, I was presented with an amazing opportunity to create, produce, and host a digital radio show for CBS. The result? Amazing Business Radio, an interview-style show, airing every week on CBS Radio, Play.It, iTunes, and other platforms and channels.

In creating this show, my goal was to provide listeners with content that would enrich both their professional and personal lives. Each week, I interview the brightest business minds – business leaders, bestselling authors, corporate CEOs, viral video stars, and many other inspiring personalities – in an effort to deliver answers, tips and insight to help listeners take their success to the next level. Continue reading