Shep HykenCustomer Focused Leadership with Blake MorganHow to Get into the Customer Experience Mindset19h ago19h ago
Shep HykenTake Action!I can’t believe Brittany and I are already halfway through The SUPER AMAZING Show!1d ago1d ago
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…4d ago4d 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…6d ago6d ago
Shep HykenNordstrom’s Customer Service Evolution with Robert SpectorEmbracing Changing Customer NeedsJun 25Jun 25
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…Jun 24Jun 24
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