About Shep Hyken
Shep Hyken: Customer Service Strategy BlogShep Hyken is a speaker and best selling author who works with companies and organizations who want to build loyal relationships with their customers and employees. Read more » Shep Hyken Blogs
How Can You Achieve Customer LoyaltyCustomer loyalty may not be what you think it is. Most people or companies claim to have great customer service and customer satisfaction scores, which they think leads to loyalty. However, these scores may be misunderstood. Read More » 
Up-Service Your CustomerYou may have heard of the phrase “up-sell” as it refers to selling a customer an upgrade, more of something, etc. I’ve written that in certain situations, an up-sell is important to the overall experience of the customer. Read More »
Customer Service Tip: What Not to Do – Twenty Ways to Kill Customer LoyaltyThis customer service tip focuses on customer loyalty, which is one of the coveted bi-products of delivering good customer service. Yet good – even great – customer service by itself will not create loyalty. Read More »
Issue a Customer Service Challenge that Inspires Your TeamGoals give us something to strive toward and look forward to. People become inspired by a challenge. By creating a challenge or a goal around customer service you might be surprised just how well people respond, and the fulfillment they feel, when they have met the challenge and achieved the goal. Read More » The Amazement Revolution by Shep HykenCustomer service isn't a department--it's a philosophy that includes every person and aspect of the best and brightest companies. In a tough, competitive, and price-sensitive economy, customer service... Read More »
Customer Service Tip: Offer Your Customers an Amenity
 Customer service is about creating value. One form of value is offering your customers an amenity that they might not get from your competitor. Most people associate amenities as something you might get at a hotel or from belonging to a private club. You don’t have to be a country club to offer “member-like” amenities. Read More »
Treating Employees RightOne of the seven strategies in “The Amazement Revolution” is Walk the Walk. That means that you don’t say one thing and do something else. You are genuine and what you see is what you get. One of the role-models in this strategy is Herb Kelleher of Southwest Airlines. Read More » |
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