I read “some customers aren’t worth doing business with” as the title of this article from Shep Hyken and was taken back just a bit. And then I thought, he is right. How many times have you experienced a customer that drains your company of time and resources? How many customers do you have to […]
The Tension Between Leadership and Customer Service
Is there tension between leadership and customer service at your organization? Shep Hyken has a great article on the subject. His friend Sterling Hawkins just wrote a great article about the tension between the leadership of a company and the sales force. Hawkins reports the president of a Fortune 500 company told him, “Tension between […]
What Leaders Get Wrong About Hiring That Result in Bad Hiring Decisions
A Harvard Business Review study found that 80% of employee turnover is due to bad hiring decisions, and 45% of bad hires are attributed to a lack of process. The cost of a poor hiring decision can be quite high, with estimates ranging from a low of $18,700 to hundreds of thousands of dollars in […]
Rip the Band-Aid Off Communication
Shep Hyken believes it is always best to rip the band-aid off communication and make communication with your customers quickly and honestly. In this article, Shep Hyken writes that t’s time to come back to a very important topic in customer service and customer experience. It also falls under leadership and management. The topic […]
A Simple Fix to Stop Wasting Customers’ Time
Shep Hyken in this article believes duplicate or triplicate (or more) effort filling out forms is wasting customers’ time! If you’re making your customer go through the same process multiple times, you’re creating a negative customer experience. Shep Hyken recently had to get an MRI for a medical issue and was asked to fill out […]
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