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Shep Hyken

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

author

The Best Feedback Question

By Shep Hyken

"Please stay on the line to answer a short, one-question survey at the end of this call."...

Opinion 1 FebruaryShepard Presentations, LLC. CRM & LoyaltyGuest Experience

No Toilet Paper - Is Customer Service Getting Worse?

By Shep Hyken

Some people claim that customer service is getting worse....

Opinion11 JanuaryShepard Presentations, LLC. Sales & MarketingGuest Experience

A Doctor's Prescription for Good Customer Service

By Shep Hyken

Here's another great story we can learn from....

Opinion 3 JanuaryShepard Presentations, LLC. Sales & MarketingGuest Experience

Be as Easy as Ordering a Pizza

By Shep Hyken

Back in my college days, I remember how easy it was at 11:00 at night, while studying for a test the next day, to order a pizza from Domino's....

Opinion 8 Nov 2018Shepard Presentations, LLC. Sales & MarketingInformation TechnologyGuest Experience

The Shepard Letter - The New End

by Shep Hyken | By Shep Hyken

I had the wonderful opportunity to interview Sam Stern, a principal analyst at Forrester Researchfor my Amazing Business Radio show....

Opinion29 Oct 2018Shepard Presentations, LLC. Sales & MarketingInformation Technology

Take Your Customers Where They Need to Go, Not Where They Want to Go

By Shep Hyken

On a recent trip to Africa, I had the pleasure of meeting the Governor of Oyo State, Nigeria, the Honorable Abiola Ajimobi....

Opinion 3 Oct 2018Shepard Presentations, LLC. Guest Experience

Sometimes It's Just the Right Thing to Do

By Shep Hyken

We can train people on how to deliver good customer service....

Opinion 6 Sep 2018Shepard Presentations, LLC. Education & Professional DevelopmentGuest Experience

The Convenience Question: How Easy Am I To Do Business With?

By Shep Hyken

Over the years I've taught a concept I refer to as the One Thing Question....

Opinion15 Aug 2018Shepard Presentations, LLC. CRM & LoyaltyGuest Experience

Your Customer Service DNA

By Shep Hyken

Just a few weeks ago I went through an exercise and one of the questions was about my "entrepreneurial DNA."...

Opinion 9 Aug 2018HsyndicateGuest Experience

Don't Blame Me. I Just Work Here

By Shep Hyken

We were stunned by his response....

Opinion 2 Aug 2018Shepard Presentations, LLC. Human ResourcesCRM & LoyaltyGuest Experience