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The Heart of Great Customer Service

Over the last several weeks, we’ve taken a look at Shep Hyken’s 2020 special report on achieving exceptional customer service. To wrap up, let’s take a look at what attributes help separate a great from a poor experience. There are a number of positive factors, of course, as Hyken notes…
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Exceeding Expectations

Let’s dive back into Shep Hyken’s 2020 special report, continuing where we left off from last week. The next topic concerns consumer expectations, which Hyken measured by asking respondents “to rank industries based on what level of customer service they expect to receive”—not their actual experiences, just what they anticipated.…
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The Power of Convenience on the Customer Experience

Returning to Shep Hyken’s 2020 special report that we discussed a couple weeks back, let’s turn our attention to the price are willing to pay for their customer experience. We can surmise that some people are indeed willing to pay more for higher quality, naturally. Otherwise, luxury brands wouldn’t exist,…
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Are You Losing Customers to Bad Customer Service?

The customer experience is the most crucial aspect of your business, beating out even your products and service offerings in the hierarchy of whether customers choose to shop with you or with a competitor. This was confirmed again by Shep Hyken, who recently put out a “special report on customer…
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Is Now Really a Good Time to Mystery Shop?

Unless you’ve just returned from a sabbatical in the Alaskan interior, you’ve probably noticed that these are unusually intense times we’re living in: the headline of every newspaper and the highlight of every cable news segment is singularly focused on just how perilous it is to even go outside. Hyperbole…
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The Attitude of Indifference

There’s no getting around the fact that December is a tough time for employees. On the one hand, increased sales are a critical boon for business, but on the other, there’s seemingly no end to the stress and frenetic pace of the holiday season. But the people working in the…
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A Service-First Sales Culture

According to a Gallup poll, as quoted in Shep Hyken’s article, “Five Ways Salespeople Can Contribute To A Great Experience,” salespeople are the lowest ranked profession outside of members of Congress. That there’s such a large negative sentiment to overcome for successful sales is a bitter pill to swallow. As…
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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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Commandment No. 10 – Thou Shalt Practice the CANEI Principle

We have finally arrived at the tenth entry on Shep Hyken’s Forbes article, The Ten Commandments of Superior Customer Service, titled “Thou Shalt Practice the CANEI Principle”. What does CANEI mean? As Hyken explains, “CANEI is Dr. Edward Deming’s concept that stands for Constant and Never Ending Improvement. It is…
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