Shep HykenThe Tension Between Leadership and Customer ServiceMy friend Sterling Hawkins just wrote a great article about the tension between the leadership of a company and the salesforce. Hawkins…2 min read·3 days ago----
Shep HykenHow AI Innovation Drives a Better Customer Experience with Alan MasarekEmpowering Customer Interactions and Employee Engagement3 min read·4 days ago----
Shep HykenFrom Good to Great: Lessons in Customer Service ExcellenceElevating the Ordinary: How Pride Transforms Your Work2 min read·May 2, 2024----
Shep HykenMake the Complicated SimpleEarlier this year, I wrote an article about the hard work it takes to make something look easy. I quoted several people from sports…2 min read·May 1, 2024----
Shep HykenElevated Experience Equals Emotional Engagement with Richard WeylmanAcquire and Keep Clients for Life3 min read·Apr 30, 2024----
Shep HykenThe Customer is NOT Always RightYou may be surprised to hear us say this, but…1 min read·Apr 29, 2024----
Shep HykenThe Art of Saying ‘No’ Without Losing Clients“No” Is an Easy Answer2 min read·Apr 25, 2024----
Shep HykenCustomer Experience Is Like Maintenance on Your CarI was talking to a friend the other day. He purchased an expensive new car just eight months ago. Unfortunately, the car turned out to be a…3 min read·Apr 24, 2024----
Shep HykenEmbracing Resilience to Achieve Brilliance with Simon T. BaileyHow Building Resilience Can Positively Impact Customer Service3 min read·Apr 23, 2024----
Shep HykenMaking It Look Easy: Our Behind-the-Scenes Hard WorkMy friend Norman Beck recently shared a quote that inspired him: We work hard to make it look easy. Isn’t that what the best people do…2 min read·Apr 18, 2024----