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Delivering the Best Customer Experience

Delivering the Best Customer Experience Shep Hyken recently posted another invaluable article recently, “20 Tips on How to Deliver an Amazing Customer Service Experience”. Let’s do a deep dive on a few of his points to really reinforce the importance of emphasizing customer service above all else, even before the…
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Your Invisible Product

Service That Sells posted a great article at the end of last month that we want to spotlight today, titled “Why Do Restaurants Fail?” As they explain, “The bottom line is that restaurants fail because they couldn’t sell enough product to cover their costs.” That may seem obvious on its…
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How to Leverage Your Online Presence

“If you’re not online, you don’t exist.” This may be the most important truism regarding visibility in today’s marketplace. Indeed, there are whole businesses dedicated to search-engine optimization, online reputation management, and more. There are even now previously unheard-of careers like digital influencers and brand ambassadors. If you want to…
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Complete the Picture with Feedback Surveys

We’re fond of saying that customer loyalty isn’t something you earn once—it’s something you must earn over and over again at every opportunity. You earn it with each interaction, whether it’s when a customer visits your retail store, calls your customer service, or receives a follow-up call from your salesperson.…
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Customer Service Is Your Most Important Product

Think about what your most important product is. If you own a restaurant, perhaps it’s your bestselling dessert; if you run a retail store, it might be a popular item with a big gross margin; if you operate a computer repair service, it’s surely the skills of your technicians. While…
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Commandment No. 9 – Thou Shalt Lighten the Lines

The penultimate entry on Shep Hyken’s Forbes article, The Ten Commandments of Superior Customer Service, is “Thou Shalt Lighten the Lines.” Hyken begins by observing that no one likes waiting in line. He goes on to explain “the word ‘line’ is a metaphor for making the customer wait unnecessarily for…
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Commandment No. 6 – Thou Shalt Anticipate

“Thou Shalt Anticipate” is commandment number six found in Shep Hyken’s Forbes article, The Ten Commandments of Superior Customer Service. Anticipation requires some measure of assumption, which is a risky proposition according to the old saying, “when you assume, you make an…”—well, you know the rest. But being prepared is…
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Commandment No. 5 – Thou Shalt Be Willing to Apologize Quickly

The next commandment laid out in Shep Hyken’s Forbes article, The Ten Commandments of Superior Customer Service, “Thou Shalt Be Willing to Apologize Quickly”. We all hate being wrong, especially when it means we’re not just incorrect but that we’ve actually aggrieved someone else. In the context of business, this…
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Commandment No. 4 – Thou Shalt Say Thank You and Please – A LOT

Let’s take a look at the next commandment described in Shep Hyken’s Forbes article, The Ten Commandments of Superior Customer Service, “Thou Shalt Say Thank You and Please – A LOT”. As Hyken explains, this commandment harkens back to the good manners “our parents should have taught us.” He further…
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