ShepHyken

MARCH 25, 2025

It read: More like Dollar Convenience Club Theres nothing special about razor blades, but what makes Dollar Shave Club special is its customer experience model, which is built around convenience. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

2012 80

2012 Magazine Workshop Customer Service Training 80

ShepHyken

OCTOBER 22, 2024

Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com.

Customer Service 89

Customer Service Workshop Customer Service Training Customers 89

ShepHyken

OCTOBER 15, 2024

Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com.

Customer Service 89

Customer Service Workshop Customer Service Training Definition 89

ShepHyken

FEBRUARY 25, 2025

Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Sheps customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com.

Workshop 133

Workshop 2018 Customer Service Training Feedback 133

ShepHyken

FEBRUARY 4, 2025

Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Sheps customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com.

Feedback 91

Feedback Government Hotels Workshop 91

ShepHyken

DECEMBER 10, 2024

Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Sheps customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com.

Workshop 89

Workshop Customer Service Training Customers Customer Service 89

ShepHyken

NOVEMBER 6, 2024

If, on that day, time is important and you don’t want to make others wait, the answer is probably the fastest – as in more convenient – choice, not the best coffee or the friendliest service. If you’ve been following my work, you know I’m a big fan of a convenient customer experience. Once time is gone, you can’t get it back.

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2024 Workshop Customer Service Training Download 80

ShepHyken

OCTOBER 29, 2024

Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com.

Workshop 86

Workshop Loyalty Programs Customer Service Training Customer Service 86

ShepHyken

FEBRUARY 18, 2025

Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Sheps customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com.

Customer Service 101

Customer Service Workshop Customer Service Training Customers 101

ShepHyken

DECEMBER 3, 2024

Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com.

Workshop 86

Workshop Customer Service Training Feedback Customer Service 86

ShepHyken

MARCH 4, 2025

Share insights with your team and use them to stay customer-focused and ahead of your competition. Recognize that there are two areas in which you want to compete: providing a better customer experience and having fewer complaints. In a perfect world, you would have no complaints. Connect with Shep on LinkedIn.

Workshop 83

Workshop Feedback Customer Service Training B2B 83

ShepHyken

JANUARY 28, 2025

I like to say, Customer service training isnt something you did. Ongoing training and/or reminders are the key to a successful customer-focused culture. Customer Service Is What Happens When Customer Experience Fails : Customer service is not a department. Its something you do.

Loyalty Programs 93

Loyalty Programs Customer Service Training Workshop Culture 93

ShepHyken

FEBRUARY 12, 2025

AI is reshaping customer service and customer experience faster than we could ever imagine. Smart companies have found the balance between the human touch and the digital experience. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

Customer Service 86

Customer Service Books Workshop Customer Service Training 86

ShepHyken

JANUARY 21, 2025

Ive written about creating convenient, frictionless experiences many times in the past, and I will continue to do so in the future as it may be one of the most important customer experience strategies in our arsenal of tactics for getting customers to come back again and again. Connect with Shep on LinkedIn.

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Workshop Travel Customer Service Training Reference 80

ShepHyken

APRIL 6, 2025

Each week, I read many customer service and customer experience articles from various resources. The Inside-Out Blueprint for Customer Experience by Greg Kihlstrom (CMSWire) Medallia Experience showed how organizations win when culture, AI, and leadership all work in harmony.

2025 70

2025 Article Customer Service B2C 70

ShepHyken

MARCH 11, 2025

While many companies are still improving and trying to keep up with the technology, customers who take advantage of the new ways to get questions answered and complaints resolved are very happy with the companies that have kept up with the latest ways to manage the customer experience. Connect with Shep on LinkedIn.

Customer Service 86

Customer Service Workshop Customer Service Training Customers 86

ShepHyken

MARCH 19, 2025

Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Sheps customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com.

Sports 80

Sports 2024 Workshop Customer Service Training 80

ShepHyken

AUGUST 5, 2020

As she moved into this role, she realized the opportunities that would come from providing a better customer experience. While this question was general, it focused on what was getting in the way of success for both the employees and their customers. This is similar to an exercise that we do in our customer service workshops.

Customer Service 164

Customer Service Workshop Customer Service Training Customers 164

ShepHyken

OCTOBER 3, 2023

I’ve said it before – I don’t agree with the saying that the customer is always right. Actually, I believe in the opposite, and it’s one of the concepts we teach in our customer service training workshops. It is this: The customer is NOT always right. … Connect with Shep on LinkedIn.

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Workshop Customer Service Training 2021 Customers 159

ShepHyken

JANUARY 7, 2025

Here is the best from 2024: Rip the Band-Aid Off Communication : Communication is a cornerstone of the customer experience. Customer Service Week 2024 : This special week is celebrated the first full week of October. Some people have told me they love the cartoons and dont read the articles. Find ways to be simple!

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2024 Article 2025 Workshop 80

Customer Guru

AUGUST 21, 2018

Continuing with our list (in alphabetical order) of customer experience (CX) influencers (experts, consultants, and authors), we are sharing a few names of leaders leaders that every CX enthusiast must follow and take inspiration from. John is an “Ex-Disney Guy” and Customer Experience Coach.

Customer Experience 115

Customer Experience Consulting Books Customer Experience Professionals 115

ShepHyken

DECEMBER 12, 2023

Customer service and customer experience (CX) are more than what happens after the sale. It actually begins long before a customer ever makes a purchase. Then, there’s the experience during the sales process and what happens after the sale, which could include a typical customer support call and more.

Sales 99

Sales Customer Experience Workshop Customer Service Training 99

ShepHyken

JANUARY 14, 2025

Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Sheps customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com.

Customer Service 70

Customer Service 2025 Workshop Reference 70

ShepHyken

APRIL 16, 2024

While this applies to any job in any type of company, I want to emphasize the importance of thinking this way as it applies to the customer experience. What is the likelihood a customer would return if their customer service or CX rating of you was just … good enough ? Good enough” is not good enough.

Hotels 157

Hotels Workshop Customer Service Training Books 157

ShepHyken

OCTOBER 10, 2023

It’s about the entire customer experience. Imagine if your organization were bold enough to state that the value it delivers to customers would make price irrelevant. It’s the value provided in the customer experience. The title of this article may sound like a lesson in sales, but it’s much bigger than that.

Workshop 155

Workshop Culture Customer Service Training Employee Experience 155

ShepHyken

MAY 30, 2023

Slutsky looked at the long hold issue and came up with a solution to create a frictionless customer experience. How do you handle the friction points in your business to provide a frictionless customer experience? About a year ago, Slutsky became the COO/CMO of the business and put his creative talent to work.

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Workshop Customer Service Training Customer Service Customer Experience 160

ShepHyken

SEPTEMBER 10, 2024

Her point is that if you put employees first and show them they are valued and appreciated, a great service experience will follow. If you’ve been a subscriber to the Shepard Letter , then you know I preach that a good CX (customer experience) starts with a good EX (employee experience). It won’t hurt.

Employee Experience 146

Employee Experience Workshop Customer Service Training Culture 146

ShepHyken

DECEMBER 26, 2023

I want this year to be your best year ever for creating amazing customer service and experiences. But as it applies to the customer experience, I thought it would be fun to share some ideas we need to do more of. Happy New Year! And for everything else, too! With that, here are 10 ideas.

Customer Service 163

Customer Service Workshop Customer Service Training Connections 163

ShepHyken

NOVEMBER 14, 2023

Last week, I introduced you to The Customer Hierarchy of Needs based on Maslow’s Hierarchy of Needs. Before you can have a strong customer experience, you must have a good employee experience. If you want to create a powerful and positive customer experience, work on the employee experience.

Workshop 155

Workshop Insurance Employee Experience Culture 155

ShepHyken

SEPTEMBER 17, 2024

Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com.

Workshop 147

Workshop Customer Service Training Article Customers 147

ShepHyken

FEBRUARY 20, 2024

Whether you take care of the issue yourself or pass it on to someone else, recognize that you play a very important role in the customer’s journey from experiencing a Moment of Misery™ to experiencing a Moment of Magic®. Time Well Spent Last year, I interviewed Aransas Savas on Amazing Business Radio. Does the Customer Come Back?

Metrics 158

Metrics Customer Service Workshop Measurement 158

ijgolding

AUGUST 12, 2014

The chapter serves as a comprehensive examination of what it takes to effectively manage your customer experience on social media. As a Customer Experience Specialist, I am constantly looking to refresh my knowledge and expertise. Learning from others is as important as learning from my own experiences.

Books 92

Books Social Media Customer Service Roadmap 92

ShepHyken

JULY 8, 2024

Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com.

Sports 147

Sports Workshop Customer Service Training Customer Service 147

ShepHyken

JANUARY 16, 2024

When it comes to customer service and customer experience (CX), there is a difference between perception and reality. First, how we think our customers perceive our customer service and CX is often not the reality. It’s what our customers say. It’s just our perception. It’s just our perception.

Customer Service 149

Customer Service Books Workshop Customer Service Training 149

ShepHyken

NOVEMBER 20, 2020

He shares six tips and strategies to share with your team for improving the eCommerce customer experience. Poor customer service costs businesses over $75 billion a year in lost profits. Teaches customer service teams to provide world-class service quality by focusing on customer amazement.

Customer Service 150

Customer Service Net Promoter Score Workshop Document 150

ShepHyken

APRIL 9, 2024

In my recent customer service and CX research (sponsored by RingCentral ), I included a question that would give us an updated number for this concept. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. They have learned from the best.

2024 147

2024 Workshop Customer Service Training Customers 147

ShepHyken

DECEMBER 6, 2023

Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com.

Workshop 155

Workshop Customer Service Training Customers Interaction 155