Author
Author

Shep Hyken

Customer Service and Experience Expert, Keynote Speaker and Bestselling Author

Shep HykenShep Hyken is a customer service expert, keynote speaker and New York Times bestselling business author. Follow on Twitter: @Hyken For information on The Customer Focus™ customer service training programs go to www.thecustomerfocus.com

More about Shep Hyken

Insights by Shep Hyken (185)

Reducing Friction Makes You Money

Reducing friction is all about creating an easier experience for the customer. In my book, The Convenience Revolution, I identify six ways to create convenience.

The ER Strategy 2.0: Small Improvements Add Up

Not long ago I wrote about how small improvements can make a big difference. Even just a 1% improvement can make an impact.

The Show Starts When The Phone Rings

You may or may not know that I'm a magician. Some of you may know that I'm also a musician. But today I want to talk about being a magician.

The Problem Isn’t The Employee, It’s The System

Here's a true story shared by my friend and speaking colleague Beth Terry. The short version is that there is a doctor, who is probably a good doctor. But he's a terrible boss.

Be a Goldfish

I was recently asked what three traits I think are most important for someone in customer service to have. I'd like to broaden the topic to anyone dealing with someone else's problem or question, be it a customer or another person inside the organization, also known as an inside customer.
Load More
Advertisements