Shep Hyken

Amazing Business Radio features customer service expert and New York Times bestselling author Shep Hyken who interviews leading business professionals and other customer experience...

Be Amazing Or Go Home shares how you can be more amazing for your customers! Companies that don't keep up with the demands of...

There is a very simple question to use in a survey as a follow-up to the simple survey question, like the Net Promoter Score question (NPS)....

A number of years ago, I read an interesting report from Bain and Company that found 80% of companies say they deliver superior customer service, yet only 8% of customers agree. That is a surprising, almost staggering, statistic. Is there that big of a disconnect? Is the gap really this big?

I’ve got good news and bad news for you. The good news is that you no longer have to keep up with your competition;...

What if your customers said they would be willing to pay you twice what you normally charge? All they want in return is an amazing customer service experience. Really? That’s it? That’s all they want? We already give great customer service. This will be a piece of cake! (Or, will it?)

Do you ever get the feeling that some business’ customer service goal is the keep the customer from coming back? Sometimes, it is an employee’s...

Did you ever stop to think about how much time people spend on the phone making calls to complain about bad customer service? An article...

Want to create a customer-centric culture? That’s a lot of words that begin with C. However, we’re going to focus on D’s in this article. No, not the kind that you get in school – that’s not a very good grade! And when I went to school, “D” was slang terminology for a demerit, which meant a Saturday morning spent at school in study hall – not a fun Saturday for a kid. But our D’s today are of a different variety. They will lead you and your company on the path to building a customer-centric culture and offering great customer service. 

Are your employees engaged? Shep Hyken sits down with Julie Ann Sullivan, author of Blueprint for Employee Engagement: 37 Essential Elements to Influence, Innovate...

How do you build a relationship of trust with your customers? It’s easiest when you can connect with them in person – you can...

You might be looking at that headline wondering if this article should fall into the category of sales tactics, but it is all about...