Shep Hyken

PA Stop Saying “It’s Company Policy” if You Want Better Customer Experience

Stop Saying “It’s Company Policy” if You Want Better Customer Experience

This article answers the question: What is the second most expensive phrase employees can say to a customer?

PA “It’s Not My Department” May Be Costliest Phrase in Customer Service

“It’s Not My Department” May Be Costliest Phrase in Customer Service

This article answers the question: What phrase may be the most expensive to use in business, and why?

PA The Reality Rule of Customer Service: Why How They Treat You Shouldn’t Matter

The Reality Rule of Customer Service: Why How They Treat You Shouldn’t Matter

A rule in customer service that I called the Reality Rule: Treat customers well, regardless of how they treat you.

PA AI = Amazing Impact? 6 Alternative Definitions That Could Change How You Think About Customer Service

AI = Amazing Impact? 6 Alternative Definitions That Could Change How You Think About Customer Service

AI, as in artificial intelligence, is the hot topic of the past two years. The experts say we’ve barely opened the door on AI’s possibilities.

PA Are You Really Listening? Why Social Comments Matter More Than You Think

Are You Really Listening? Why Social Comments Matter More Than You Think

By listening, I mean social listening, paying attention to what customers are saying about you everywhere except directly to you.

PA Flawed by Inches: How Minor Missteps Create Major Customer Friction

Flawed by Inches: How Minor Missteps Create Major Customer Friction

The Bathroom Experience, a powerful metaphor for how seemingly minor details can dramatically impact customers’ perceptions of a business. #CX

PA The Power of the Obvious: Why Meeting Expectations Can Be a Surprising Delight

The Power of the Obvious: Why Meeting Expectations Can Be a Surprising Delight

The concept of WOW is often associated with going above and beyond what’s expected, so much so that the customer is blown away by the experience. #CX

PA Unspoken Complaints: How to Uncover What Customers Aren’t Saying

Unspoken Complaints: How to Uncover What Customers Aren’t Saying

You might say, I’ll just ask them, and that’s a great answer. Direct feedback is a gift. But maybe there’s another way. #CX #advisors

PA 20 Questions to Elevate Your Customer Experience Game

20 Questions to Elevate Your Customer Experience Game

There is a lot here, so I’m breaking it into two parts. So, let’s get right into it #advisors #CX

PA What Would Customers Sacrifice for Ultimate Convenience?

What Would Customers Sacrifice for Ultimate Convenience?

If, on that day, time is important and you don’t want to make others wait, the answer is probably the fastest #CX #advisors

PA Try a Triage Approach to Customer Complaints

Try a Triage Approach to Customer Complaints

Yes, there will be customer service issues, but with this line of thinking, you can eliminate many problems and complaints. #CX #advisors

PA Simplify Complexity

Simplify Complexity

Mark Twain, Benjamin Franklin, Pascal, Cicero, or some other famous smart person who said, If I had more time, I would have written a shorter letter. #CX

PA Beyond Ordinary: The Transformative Power of Pride in Your Work

Beyond Ordinary: The Transformative Power of Pride in Your Work

My name is Laura, and it is my pleasure to clean up your spill. And with a big smile, she added, It’s job security! #advisors #CX

PA The Customer Hierarchy of Needs

The Customer Hierarchy of Needs

Paid homage to Abraham Maslow, the American psychologist who created what is referred to as Maslow’s Hierarchy of Needs. #CX #advisors

PA If I Don’t Do It, Who Will?

If I Don’t Do It, Who Will?

First, you have to be the kind of person who innately knows you should do something right, even if it isn’t expected. #CX #advisors

PA Price Is Only Relevant in the Absence of Value

Price Is Only Relevant in the Absence of Value

Your organization were bold enough to state that the value it delivers to customers would make price irrelevant. How do you define that value? #CX #advisor

PA Why You Shouldn’t Yell at Customer Service Agents

Why You Shouldn’t Yell at Customer Service Agents

Let’s switch to the business on the receiving end of the customer’s disappointment and anger and discuss the problem. #advisors #CX

PA We All Know What CX Means, but What About EX, WX, DX, UX and More?

We All Know What CX Means, but What About EX, WX, DX, UX and More?

CX is the abbreviation for customer experience. Somehow, someone decided X is a better abbreviation for experience than E is. #CX

PA Five Steps To Acknowledging a Compliment

Five Steps To Acknowledging a Compliment

Funny friend, Tim Gard, who also happens to be a wonderful keynote speaker, had a great question: Doesn’t anyone know how to take a compliment? #CX

PA FOMU ... the Fear of Messing Up

FOMU ... the Fear of Messing Up

It’s impossible to deliver a perfect experience every time, and it’s crucial that every employee knows this. #employees #advisors

PA Seven Ways to Handle Abusive Customers (And One Way Not To)

Seven Ways to Handle Abusive Customers (And One Way Not To)

Not all may work for your particular situation, but one thing definitely will not work: eliminating the calls by disconnecting the phone number.

PA Good Intentions Can Be More Important Than Perfection

Good Intentions Can Be More Important Than Perfection

Remember the lesson here. In many situations, if not most, intent is more important than perfection. #service #business #success

PA Stop Sending Me Surveys Unless You Care What I Have to Say!

Stop Sending Me Surveys Unless You Care What I Have to Say!

Not every company ignores feedback, but sometimes it feels that way. Feedback is nothing if you don’t do anything with it. #service

PA Best in Class Versus Best in Industry

Best in Class Versus Best in Industry

Think about what it takes to be world-class. That’s what the best companies are doing, and you can do it too! #service #business #success

PA The Customer Service Ritual that Takes Place at Every Meeting

The Customer Service Ritual that Takes Place at Every Meeting

Consistency counts. Practice this ritual at every meeting. It brings consistent meaning to your meeting and keeps everyone aligned.

PA Why You Need To Stop Comparing Yourself to Your Competitors

Why You Need To Stop Comparing Yourself to Your Competitors

If all you do is compare yourself to your competitors, you may be missing your best opportunities to create the best experience for your customers.

PA An Empowerment Lesson From the Ritz-Carlton

An Empowerment Lesson From the Ritz-Carlton

Hire good people, with a good sense of judgment, and train them to do their job. #service #clientservice #expectations #custexp

PA Are You Practicing Customer Disservice?

Are You Practicing Customer Disservice?

Here’s my interpretation of customer disservice. Put simply, it is the missed opportunity to deliver an expected level of service.

PA There Are Rules and Then There Are “Rules”

There Are Rules and Then There Are “Rules”

It is important to properly train and empower employees to say “yes” to a customer whenever possible. #financialadvisors #service

PA What "Batteries Included" People Do

What "Batteries Included" People Do

What "Batteries Included" People Do

PA A Smile Is a Small Gesture, but a Powerful One

A Smile Is a Small Gesture, but a Powerful One

A Smile Is a Powerful Gesture

PA Nobody Goes There Anymore… It's Too Crowded

Nobody Goes There Anymore… It's Too Crowded

risk of losing your best customers

PA 10 Reasons Why Customers Choose to Do Business with You

10 Reasons Why Customers Choose to Do Business with You

PA Customer Service Is a Philosophy, Not a Department

Customer Service Is a Philosophy, Not a Department

PA 10 Reasons Customers Don't Like the Companies They Do Business With

10 Reasons Customers Don't Like the Companies They Do Business With

PA What Are the 3 Words That Describe Your Company? And Why That Matters

What Are the 3 Words That Describe Your Company? And Why That Matters