Author: Shep Hyken

I’m always frustrated when I call a customer support number that I’ve called before and have to retell my story. The same goes for when I’m transferred to another person. There is

I love seeing visible signs of a customer- and employee-focused culture. My wife and I were on vacation in Mexico. The employees at the resort were amazing. They

Everybody has angry customers. Some customers are angry because they have a complaint. Some are just having a bad day. Whatever the reason, you must know how to handle

In the customer service world, people have expectations. They want to be treated with dignity and respect. They expect that if they buy something, it will work and

Shep Hyken Contributing Writer Shepard Presentation This is why some companies get a bad rap! Our colleague here at Shepard Presentations, Nate Jones, shared a story about something

It seems that most of the companies that customers love to do business with have something in common. They focus more on the customer than they do the

You may or may not know that I’m a magician. Some of you may know that I’m also a musician. But today I want to talk about being

Little successes added together make for large success down the road. Small successes add up. To put it in baseball terms, you don’t need to hit a home

What’s your story? What reasons compel your customers to do business with you? What gets them excited about doing business with you? Consider this. If you’re selling a trip

The word love is not used that often in the corporate or business world. It may have been Tim Sanders in his revolutionary book, Love Is the Killer App, who helped bring the word love to