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 […]

Shep Hyken recently wrote about the Reality Rule in my Forbes column. Apparently, Shep Hyken hit on a topic that resonated with the Forbes readers, which prompted me to write a version for our subscribers to The Shepard Letter. The Golden Rule, which most of us learned at a very young age, is to “Do unto others as you […]

This post from Shep Hyken states leaders can create a gratifying experience that builds self-esteem for employees, they create fulfillment. In other words, make someone feel good about what they are doing, and they will repeat it and want to keep growing to make it better. So, how can we create an experience that will […]