In this blog post from Shep Hyken he highlights how firms are addressing the second complaint call. During Shep’s customer service workshops, he does an exercise he calls the Moment of Misery™ Grid. The short version is that participants are asked to write down all the complaints they hear and how often they hear them. […]

The old saying in business, when it comes to hiring people, is hire for attitude, train for skill. Shep Hyken has shared ideas related to this quote in several articles and videos. So, why bring it up again? First, it’s a concept worth revisiting to remind us of this important truth, especially in the world […]

Shep Hyken has a list of ten reasons why customers hate calling you for help. Yes, we may still encounter friction when calling for help or support, but with the latest technology, which includes AI-infused chatbots that either talk or message with you, the experience of getting help is improving. And even without technology, it’s […]

In this article Shep Hyken talks about the importance of saving your customer time and how it pays dividends in customer loyalty. A customer takes the time to buy a product, which could include research, visits to a store, calls to a salesperson, and many other tasks that go into a pre-purchase routine. So once […]

In this article, Shep Hyken explores the question What’s More Important, Happy Customers or Happy Employees? Shep Hyken has written in many articles and books that a focus on the employee experience will improve the customer experience. The logic makes sense. If you treat employees well, they will be more engaged with their customers and […]