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Advisory Board Member

Shep Hyken

Shep Hyken is a customer experience expert and the Chief Amazement Officer of Shepard Presentations. He is a New York Times and Wall Street Journal bestselling author and has been inducted into the National Speakers Association Hall of Fame for lifetime achievement in the speaking profession. Shep works with companies and organizations who want to build loyal relationships with their customers and employees. For more articles on customer service and business go to http://www.hyken.com.

Latest

Big Data, Little Data: A Customer Experience Opportunity Waiting to Happen

| Shep Hyken
Big Data is a collection of data so large and complex it becomes difficult to process. However, many companies embrace a different concept of Big Data. While the collection of data is broad, based on a large amount of information and customer feedback, these companies are able to filter through it to understand general customer behavior and trends.

Big Candy Bar Equates to Big Customer Experience

| Shep Hyken
An amenity is something extra you provide your customers. It adds value to their experience. Any company can start to level the competitive playing field by delivering amazing customer service, a great experience and an amenity or two.

Purposeful Customer Service

| Shep Hyken
When it comes to customer service, hope is not a strategy. Customer service must be purposeful. You can hire the nicest people in the world, but you still must give them direction, teach the best practices, and continue to reinforce your customer service strategy so that employees are continuously reminded and motivated on what and how to deliver your brand of customer service.

Five Steps to Managing Complaints on Social Media

| Shep Hyken
Social media is a customer service tool that has great potential beyond what most companies are currently using. Outlets such as Facebook and Twitter offer the opportunity for companies to enhance the customer service experience by posting value-added content. Often, however, their only involvement is to monitor what customers are saying about them on social media.