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 […]

  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 […]

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 […]

Good customer service should avoid laziness, inconsistency and disparagement Once again Shep Hykein has some great advice for business success through customer service. Shep Hykein always looking for good customer service stories that teach or remind us about creating an amazing customer experience. He experienced something worth sharing recently, and we can take at least […]

Loyal customers are priceless when it comes to maintaining a successful business. Each month we bring you information that can help your business thrive and survive. This is a summary of an article in the BBN times. We encourage you to read the article in its entirety. Loyal customers  not only spend more money with […]