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Great Service, No Excuses

The pandemic has either created or magnified a myriad of problems for manufacturers, distributors, and businesses all across the world. Supply is constrained and delayed, and costs have risen dramatically. Add to this the labor shortage, and businesses are left scrambling to find a way to tread water, let alone…
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‘Tis the Season for Appreciation

Though it’s been another difficult year, businesses everywhere should take the time to look back with appreciation for all that they’ve been able to accomplish in 2021—despite the challenges arrayed against us all. The biggest reason for this success is, without a doubt, the loyalty of customers and employees alike.…
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Cutting Costs

One of the great challenges many small businesses are facing right now is figuring out how to survive amid economic inflation, supply chain disruptions, and the labor shortage. Belts are getting tight, and it’s getting much harder to find a way to keep the doors open. One such consequence of…
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The Choice Short-Staffing Forces

An ongoing challenge that businesses across the country are facing is short-staffing. At the start of the pandemic, many employees were furloughed or lost their jobs altogether, sending millions to unemployment. As our country has opened back up again, many of these workers have not returned to work en masse,…
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Setting Expectations for Your Employees

Every business has goals of some kind, even beyond the basic need to make enough money to keep the lights on this month. Usually, a business hopes to grow, to bolster its reputation, and to genuinely satisfy everyone involved day-in and day-out. These kinds of goals are often broken into…
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Lessons from Amazon

In this week’s blog, we’re going to cover Shep Hyken’s recent video, *How Amazon Sets the Standard for Every Business.” Before we even get going, consider how evocative that title is. It’s easy to imagine that there are a lot of business owners out there thinking that they don’t compete…
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Repeat Business vs Customer Loyalty

For our last dive into Shep Hyken’s ACA 2021 report, we’re going to take a closer look at rewards programs, and how they generate repeat business—and how this differs from customer loyalty. As we have in previous blogs on the ACA 2021, let’s first consider some numbers. Hyken asked his…
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The Human Touch

The next part of Shep Hyken’s Achieving Customer Amazement 2021 report deals with customers’ preferences regarding self-service and human-to-human options. Specifically, Hyken asked, “When you have a problem or issue with a company or brand, which solution do you prefer to help solve your problem?” According to the report, “41%…
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The Communication Age-Gap

The next part in Shep Hyken’s Achieving Customer Amazement 2021 document covers Communication Preferences, as ranked by the four different generations Hyken surveyed: Gen-Z, Millennials, Gen-X, and Boomers. As with the previous sections in his report, there are several noteworthy differences—but also plenty of common ground—when it comes to each…
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