This article answers the question of Why some companies fail to keep customers? Answer: In one word…Consistency. Actually, it’s a lack of consistency. Some companies fail to keep customers because they lack consistency, which weakens customer confidence, trust, and loyalty. Recently, Shep Hyken wrote an article about the one word that describes what you do […]

There are certain phrases that Shep Hyken considers to be customer loyalty killers. Use them with your customers, and you shouldn’t be surprised if they leave you for a better experience. Phrases like: It’s not my fault. Even if it’s not, your customers want to talk to someone who is empowered to help them. You’re […]

Shep Hyken believes that if you can’t describe what you do in one word, your customers probably can’t either. Shep Hyken came back from the National Speakers Association winter meeting, where several hundred speakers met to hone their speaking and marketing skills. This conference featured Rory Vaden, cofounder of Brand Builders Group and the author […]

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. […]