If you had to have surgery, would you rather go to the most skilled surgeon or the nicest surgeon? I was at a party the other night and someone I met shared his opinion of the difference between a good doctor and a great doctor. A good doctor makes you…

AMAZING BUSINESS RADIO: ADAM ALFIA How to Use Customer Feedback to Improve Performance Shep Hyken interviews Adam Alfia, co-founder of Feedback. He has a firmly entrenched background in high-end hospitality and entertainment. He shares how companies can utilize customer feedback to create a great experience. Top Takeaways: There is a slow death of customer service. Many…

Sometimes a customer asks a question, and then either doesn’t understand or like the answer. And sometimes, it’s more than just a misunderstanding or a breakdown in communication. Maybe it’s because the employee doesn’t want to take the time to answer the question correctly. …

Not long ago, I wrote about calling your customer or an employee “honey.” It generated dozens of comments. One of our subscribers made a good point. He agreed that the lesson is about being “socially correct,” but perhaps we should look beyond the name that is used and instead consider…

AMAZING BUSINESS RADIO: CHRISTINE CHURCHILL The Impact of Bad Customer Service on Your Customers, Employees, and ROI Shep Hyken interviews Christine Churchill, Founder and CEO of the Customer Service Institute of America (CSIA). She shares how organizations can identify, measure, and address issues to improve customer experience. Top Takeaways: Customers are smarter than ever before. They…

Would You Rather Clean a Toilet Than Call Customer Support? That’s exactly what we asked more than 1,000 consumers for our 2022 annual customer service research report. The answer: 42% of customers would rather clean a toilet! Is calling customer support so bad that cleaning a toilet is more desirable…

At a recent conference, I enjoyed an interview with a business owner who shared some of his customer service philosophies. His name is Jake, and he is a very smart guy. He taught several lessons that day, but the one that stood out was how he handles angry customers. Specifically…

AMAZING BUSINESS RADIO: JONATHAN SHROYER Building the Future of Service for the Next Generation of Customers Shep Hyken interviews Jonathan Shroyer, Chief Customer Experience Innovation Officer of Arise Virtual Solutions, a customer service outsourcing and consulting firm. He shares insights about the future of customer service and the power of customer experience in driving tremendous…

I was on a flight to a city I can’t remember, but what I do remember was the wonderful flight attendant, Bailee from American Airlines, who enthusiastically greeted me with a smile and said, “I like that hat!” I was wearing a baseball cap with the St. Louis Blues Stanley…