Shep Hyken, Author at SmallBizClub

Rocking Customer Experience: Lessons from the “1984” Van Halen Concert

Shep Hyken — Tue, 30 Apr 2024 12:05:33 +0000

Customer service guru and National Association of Speakers Hall of Famer Shep Hyken interviews Jim Serger, author of Jump: 40th Anniversary of Attending the “1984” Van Halen Concert. Using examples from a Valen Halen concert he attended as a teenager, Serger talks about the power of customer service and the importance of fostering emotional connections…

The post Rocking Customer Experience: Lessons from the “1984” Van Halen Concert appeared first on SmallBizClub.

10 Customer Service and CX Tips for a New Year

Shep Hyken — Wed, 10 Jan 2024 05:26:03 +0000

Happy New Year! I want this year to be your best year ever for creating amazing customer service and experiences. And for everything else, too! But as it applies to the customer experience, I thought it would be fun to share some ideas we need to do more of. With that, here are 10 customer service…

The post 10 Customer Service and CX Tips for a New Year appeared first on SmallBizClub.

Get These Ingredients for Great Customer Service

Shep Hyken — Wed, 09 Dec 2020 05:03:34 +0000

Great customer service isn’t just about one thing. It takes a combination of things, covering all different aspects of your organization, to deliver that amazing experience every time. While the exact mix might be a little different from one organization to the next, there are some common ingredients that you have to get right if…

The post Get These Ingredients for Great Customer Service appeared first on SmallBizClub.

Customer Service is Not a Cost Center

Shep Hyken — Mon, 16 Nov 2020 06:02:31 +0000

There’s often a temptation to think of customer service as a cost…the cost of spending time talking with customers, the cost of providing extra service, the cost of providing feedback channels. But if you’re really doing it right, customer service should not be seen as a cost center. It should pay for itself, and then…

The post Customer Service is Not a Cost Center appeared first on SmallBizClub.

Feel Like You’re Down to Your Last Customer? Try This.

Shep Hyken — Mon, 20 Apr 2020 13:05:52 +0000

What would you do if you were down to your last customer? Maybe you’ve been losing customers, either to a competitor or to a general economic downturn. Or maybe you’re just starting and only have one customer. Either way, what are you doing to create a powerful customer experience and keep that customer? And on…

The post Feel Like You’re Down to Your Last Customer? Try This. appeared first on SmallBizClub.

The Difference Between Mediocre and Great in Customer Service

Shep Hyken — Wed, 03 Jan 2018 14:00:46 +0000

Paying attention to small details can be what makes the difference between a great service experience and a mediocre one. When you observe your customers and pick up on the subtle cues and messages—both words and body language, things said and things unsaid—you can take advantage of the moment to deliver a better customer experience.…

The post The Difference Between Mediocre and Great in Customer Service appeared first on SmallBizClub.

Do You Offer Customer Friendly Prices?

Shep Hyken — Fri, 08 Jan 2016 14:04:17 +0000

Do you offer customer-friendly pricing? Or, are your customers surprised to find that fees, surcharges or other costs have been added to their bill and that their total cost is more than they expected? When this happens, customers can end up feeling like they are being taken advantage of. I was once that customer when…

The post Do You Offer Customer Friendly Prices? appeared first on SmallBizClub.