Shep HykenStreamline Your Workflow: Tips to Simplify the ComplicatedThis is the third article this year about the concept of simplicity. Why? It apparently resonates with our subscribers, as there have been…16h ago16h ago
Shep HykenSome Customers Aren’t Worth Doing Business WithIn some of my customer service speeches, I joke that some customers aren’t worth doing business with. The way I position it in the speech…2d ago2d ago
Shep HykenNordstrom’s Customer Service Evolution with Robert SpectorEmbracing Changing Customer Needs3d ago3d ago
Shep HykenSurprise Your Customers (Without Breaking the Bank!)Surprising customers with something they weren’t expecting doesn’t have to be expensive. In many cases, it can be very inexpensive or even…4d ago4d ago
Shep HykenChange Requires Choice (and Work)At the end of the CEO’s speech to his employees, he said, “And one other thing, we want to deliver better customer service.” Then he walked…Jun 21Jun 21
Shep HykenThe Employee Experience Revolution with John DiJuliusA Good CX Starts With a Good EX — How to Create a Fulfilling and Meaningful Employee ExperienceJun 19Jun 19
Shep HykenWhat’s the “Awesome Responsibility?”Your brand’s reputation is being shaped every day, in every interaction with every customer. Any employee can be responsible for the first…Jun 17Jun 17
Shep HykenWhy 21% of Customers Curse at Service AgentsThere’s an old story about an airline passenger who walks into the baggage claim office and starts screaming and cursing at the airline…Jun 13Jun 13
Shep HykenStart With YES … Even If It Doesn’t End That WayIt’s time to revisit the idea of avoiding the word “no,” but this time, I want to approach it from a different angle. First, let me tell…Jun 121Jun 121
Shep HykenAdding Value Beyond the Purchase with Mikhail NaumovHow to Proactively Anticipate Customer NeedsJun 11Jun 11