In a recent interview with Katie Mares, author of CustomHer Experience: The Importance of Tailoring Your Brand Experience to the Female Customer, we talked about creating a five-star experience. Mares had some excellent ideas, and here they are, followed by my commentary. By the way, even though Mares’ expertise is…

Building Trust and Loyalty through Active Listening Shep Hyken interviews Heather Younger, Founder & CEO of Employee Fanatix and author of The Art of Active Listening: How People at Work Feel Heard, Valued, and Understood. She talks about creating a culture of listening to ensure customers feel heard, valued, and understood. Top Takeaways: Failing to listen to the…

Do you remember being asked, “What do you want to be when you grow up?” When you’re a child, the typical answers are aspirational, such as being a doctor, a fireman, a superhero, an athlete, and more. I have a grown-up version of this question. It’s not about what you…

In a recent Shepard Letter, I discussed the Trust Gap, which is the difference between an organization’s belief that their customers trust them and the percentage of customers who actually do. …

Shep Hyken interviews Katie Mares, a brand experience expert and the author of CustomHer Experience: The Importance of Tailoring Your Brand Experience to the Female Consumer. …

Many years ago, a friend shared some advice with me: It doesn’t cost much more to enjoy a first-class experience. He was referring to spending just a little more in certain situations to get much more out of the experience. It could be a nicer hotel, a better seat in…

I love hearing about complaints and problems that are solved to the point that the customer wants to tell the world about the experience. That’s exactly what happened to Bill Paretti, one of our faithful Shepard Letter subscribers. He was so excited about what happened that he shared it with…

Including the Customer in Design, Decision Making, and Expansion Shep Hyken interviews Michelle MacCarthy, Global Head of Customer Success at Unit4. She talks about utilizing feedback to improve customer satisfaction and lead company success. Top Takeaways: Human-centric CX design is all about communicating with customers, and this goes beyond a one-off…

Here’s an interesting concept. I’ll describe it in the form of a question: Do you create an experience that is so good your customers want to remember it with a photograph? I started thinking about this as I walked through Times Square in New York City and couldn’t help but…