Shep Hyken
CSP, CPAE
Free
Customer Service Expert
Shep Hyken Quick Facts
- Main Areas
- Customer Service, Building Loyal Relatonships
- Best Sellers
- The Amazement Revolution, The Cult of the Customer
- Career Focus
- Speaker, Author, Customer Service Expert
- Affiliation
- National Speakers Association, Entrepreneur Organization,
Shep Hyken, CSP, CPAE is the Chief Amazement Officer of Shepard Presentations. As a customer service speaker and author, Shep works with companies and organizations who want to build loyal relationships with their customers and employees. His articles have been read in hundreds of publications, and he is the author of Moments of Magic®, The Loyal Customer, The Cult of the Customer and The New York Times Bestseller The Amazement Revolution. He is also the creator of The Customer Focus™ program, which helps clients develop a customer service culture and loyalty mindset.
Free Articles & Book Excerpts
Free Audio & Video Samples
Shep Hyken Audio & Video Programs
Moments of Magic™101 Creating a Customer Service and Loyalty Mindset
http://www.hyken.com/product_MOM-101.html
Moments of Magic™ Audio CD's
http://www.hyken.com/product_mom_audio_cd.html
Service: Creating Moments of Magic™ Video Learning System
http://www.hyken.com/product_MOM_video_learing_system.html
The Customer Focus™ "In a Box"
http://www.hyken.com/product_tcf_in_a_box.html
Shep Hyken Books
Articles by this expert
SelfGrowth articles and saved writing connected to this expert.
Article
A Bad Day is No Excuse
On a recent trip back to St. Louis, I recognized the flight attendant from a previous flight. I recalled her as being very nice, but this day she was not. She did not greet me as I boarded the plane, and similarly ignored, or was even unkind to the other passengers as well. She nearly knocked me over as she was trying to get by. It was apparent that, for whatever reason, she was having a bad day. And even though, according to the airlines, flight attendants are there mainly for passengers’ safety, I believe they are still expected to at least be polite to the passengers.
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Article
Internal Customer Service: Do They Really Want What We Think They Want?
You can’t have great customer service without great internal service. As a reminder, the internal customer is anyone within our own organization who is dependent on us for anything. Taking care of this internal customer allows them to do their job, take care of another internal customer or take care of the outside customer.
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Article
How Can You Achieve Customer Loyalty
Customer loyalty may not be what you think it is. Most people or companies claim to have great customer service and customer satisfaction scores, which they think leads to loyalty. However, these scores may be misunderstood. On the contrary, customer service and customer satisfaction may not lead to loyalty. They just mean that your customers, loyal or not, are happy with you. That said, customer service and satisfaction is the price of entry. You won’t get loyalty without it.
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Article
Three Powerful “Customer Service” Strategies That Work In a Tough Economy
Recently a woman told me that because her company cut her pay by 30%, she would cut her effort (to the customer) by 30%. This discussion centered around “fear based” issues as a result of the economy, such as how to keep customers loyal, avoid price reductions, manage employee morale during layoffs and more. What follows is my overall response to some of these conversations.
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Article
Are You An Expert?
One of the main topics in my speeches has been being an expert and having knowledge of your business. I always preach the benefits of expertise – how clients and customers will seek you out as a source of information. The goal is to have knowledge of your products,industry, etc., and to also be perceived as “the Source” of information about anything relating to what you do and sell.
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Article
How to Receive Customer Service
So, you want great customer service? You want to be treated with respect. You want your complaint resolved. You just want what is right – a good customer service experience. For this short article let’s take a different approach. Rather than writing about how to deliver great customer service, I’m going to write about how to get great customer service.
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Article
The Customer Believes You Are the Company
“Customers don’t distinguish between you and the company you work for. To the customer’s way of thinking, you are the company.” – Ron Zemke, Author, Service America
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Article
Outstanding Internal Service Attracts and Keeps Good Employees Who Will Help Carry Attitude Forward
As a professional speaker, I have had the opportunity to address hundreds of clients in many different types of audiences about customer service. Most clients understand that customer service has evolved and is an important philosophy for a business. It is not simply the “complaint department,” but an important mindset for employees and management. There are still those who believe that customer service training only applies to front line personnel. They would relegate training to sales people and the ubiquitous “customer service department.”
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Article
Customer Service Can De-Commoditize Your Business
The American Express Global Customer Service Barometer stated that 70% of Americans are willing to spend an average of 13% more with companies they believe provide excellent customer service. A recent Harris Interactive survey of more than 2,200 consumers indicated that 10% of consumers are willing to spend 25% more for good customer service. What’s the point?
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Article
Partial Customer Satisfaction
Customers want choice. For many businesses, an important aspect of keeping customers satisfied is giving them options to tailor the product or service to their liking. Recently I went to a pizza restaurant where you can customize your pizza by choosing from a list of many toppings. And the Chinese restaurant that I frequent is happy to substitute broccoli for mushrooms in my favorite chicken dish. When I order a Philly cheese steak for lunch, I ask for tomatoes to be added – no problem. The slogan for Outback Steakhouse puts it into simple terms: “No rules – Just right!”
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Article
Customer Service Debrief Helps Us Learn from Mistakes and Successes
The letter comes and it is a complaint from an unhappy customer. The customer tells the story in clear detail. It’s obvious, we made a mistake. This had nothing to do with an employee’s indifferent attitude. We just messed up. What happens next is that we respond to the customer, hoping to get their business back by fixing what was wrong. Then, we analyze how it happened. We debrief, brainstorm and come up with a solution to minimize, if not completely eliminate this problem in the future. This failure becomes a great learning experience. In short, we learned from our mistake.
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Article
Customer Service Systems Start with People
Companies care very much about the system that supports their customer service. This is typically an automated process or software program that helps companies deliver their customer service experience. For example, CRM software (customer relationship management) can help a company personalize their customer’s experience. A well designed website creates a customer friendly experience.
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Contacting Shep Hyken
ADDRESS: 711 Old Ballas Road
Suite 215
St. Louis, MO 63141
Phone: 314-692-2200
Website: www.hyken.com