Shep Hyken
Forbes
St. Louis, MO, United States
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Past articles by Shep:
Your Business’ Guide To TikTok Marketing
If you think your business isn’t right for TikTok, you may want to think again. If you’re like most businesspeople, TikTok is not what you think. It’s become a serious contender for online/digital advertising dollars from all types of businesses, both B2C and B2B. → Read More
The Difference Between a Marketing Program and a Loyalty Program
Are your customers loyal to you (your company or brand), or are they loyal to your loyalty program? → Read More
How to Make Your Customer Experience Better: Be Convenient
Convenience alone can draw customers in the door — and keep them coming back. Are you doing enough to add convenience to your customer experiences? → Read More
Want to Captivate Customers? Ask Your Team These 6 Questions
If you want customers to keep coming back, you need to start asking some serious questions. → Read More
Ratings and Reviews Help Customers Make Smart Buying Decisions
Today's customers base their buying decisions on ratings and reviews. Learn how you can manage this feedback — even if it's negative. → Read More
6 Simple Steps to Creating a Customer-Focused Culture
Want to create a company culture that promotes customer service from the inside out? Learn how in six easy steps. → Read More
The Omnichannel Experience – What the Heck Does That Mean?
There is a term in the customer service world that is often misused or misunderstood. That term is omnichannel. I have had many conversations with clients → Read More
5 Lessons On How to Personalize the Customer Experience
I love to receive great examples of outstanding customer service. I’m always on the lookout for great stories, whether I personally experience them, or → Read More
How Much Do You Trust Your Customers?
One of our loyal subscribers, Darrell Grant, The CXO at Hightower Wealth Advisors, shared a great story that provides an excellent learning opportunity. → Read More
One Simple Idea That Can Help You Retain Your Best Employees
We had some great feedback on The Three N’s of Employee Fulfillment article and video. Plenty of great comments. Here’s a very short refresher in case you → Read More
Ten Business Predictions For 2022 (Part One)
Customers are smarter than ever. The first prediction for 2022 is the same one I’ve opened with over the past several years. Each year customers become more aware of what great customer service and CX looks like. → Read More
Don’t Cut What Is Obvious to the Customer
Last week I covered the concept of skimpflation. In case you missed it, the short definition is that skimpflation is the result of a labor shortage, some → Read More
Why the Subscription Is the Most Powerful Business Model
The moment you want a customer to come back, and they do, they have, in a sense, renewed their relationship with you. → Read More
How To Win In A World With Talent Shortages And Supply Chain Challenges
By the way, expect even more change as we figure out how to adapt to the current challenges that are being thrown our way. → Read More
Here’s a New Word: Skimpflation
The other day my friend asked me, “Is mediocrity the new customer experience?” He mentioned how he’s had to wait longer when he called customer support → Read More
The 3 Ns of Employee Fulfillment
In the best of times, it’s important to keep your best employees. In tough times, it’s even more important. Customers are beginning to feel the results of → Read More
Delivering Great CX: 5 Tips to Help Absorb the Impact of Skimpflation
Supply chain woes and staffing shortages may be unavoidable but that doesn't mean you can't deliver great customer experience. → Read More
When Your Customer Experience Hits a “Bump in the Road”
One of our faithful subscribers sent in a question. While he’s in the hospitality industry, this could apply to any type of business. There have most → Read More
Dealing With Angry Customers: Be Sincere When You Apologize
“I’m sorry.” Customers love to hear those important words, especially when they are calling about a problem or have a complaint. I briefly covered this in → Read More
Old School Ideas Can Have Big Impact
Many years ago, my daughter and I were in our basement, and she found an old typewriter. She looked at it with amazement and asked, “Dad, what’s this?” I → Read More