shep hyken
Posters on the Walls
Shep Hyken | September 28, 2022
By Shep Hyken I’ve been working with an amazing client. We have helped the client create a customer experience vision and define five behaviors everyone must exhibit to bring the vision to life. This makes me very proud of the work we do. Communication is one reason that their vision is coming to life. The CEO has sent out videos, regularly schedules town hall meetings, and shares best-of-the-best examples of how team members are creating amazing experiences and Moments of Magic® for their colleagues and customers. In addition, throughout their halls, you can find posters and signage with their vision, their five behaviors, and...
Three Powerful and Easy Ways to Gain Employee Trust
Shep Hyken | September 21, 2022
By Shep Hyken Just a few weeks ago, I wrote about how to create trust with customers. No doubt, a customer who trusts you is more likely to do business with you. And while that is obviously important, creating trust with employees may be even more so. A company that is trusted by customers is first trusted by employees. With that in mind, here are my top three ways to create employee trust: Let employees do the job they were hired to do. If this sounds like the concept of empowerment, well, it is. After you hire good people and properly train them to do their jobs, don’t get in their way! Don’t block their capabilities ...
This Is How to Communicate With Customers
Shep Hyken | September 7, 2022
In our customer service workshops, we do an exercise in which we ask participants what their favorite companies are to do business with and why. We almost always get Amazon as an answer. One of its success traits is communication. When a customer places an order, he or she is immediately notified by email. Another email is sent once the order ships with tracking information. And another is sent to inform the customer the package has arrived. Frequent communication is one of the reasons customers have so much confidence in Amazon. One of our clients sells to businesses (B2B). When one of the employees shared that Amazon was his favorite ...
When Pigs Fly
Shep Hyken | August 31, 2022
By Shep Hyken “When pigs fly” is an idiomatic expression, which according to Wikipedia, refers to something that is so hyperbolic that it describes an impossibility. It’s typically a sarcastic remark. For example, American author John Steinbeck was told by his professor that he would be an author when pigs flew. When he eventually became a famous novelist, he printed the insignia “ad Astra per alas porci” on every book he wrote, which loosely translated means, “to the stars on the wings of a pig.” In addition, in some of his books, he added the image of a flying pig, which he called “Pigasus.” Get it? Pegasus is ...
Three Simple Ways to Get Customers to Trust You
Shep Hyken | August 24, 2022
Shep Hyken Think of the brands or companies you enjoy doing business with the most. What is it that makes you want to come back? Here are a few possible reasons: The product does what it is supposed to do. They have great customer service. They provide a great overall customer experience. You like the employees. The salesperson is knowledgeable and helpful. The website is easy to use. They always get back to you and are quick to respond. They are convenient. The experience is consistent. Every time it is great. There could be many others, but they all feed into one important reason. You t...
What Mixed Signals Do You Send Your Customers?
Shep Hyken | August 17, 2022
By Shep Hyken I read Jan Carlzon’s book, Moments of Truth, many years ago. It was one of the most powerful customer service and experience books at the time, and the content aligned perfectly with my idea of creating Moments of Magic for our customers. Carlzon’s definition of the Moment of Truth was: Anytime a customer comes into contact with a business, however remote, they have an opportunity to form an impression. At the time the book was published more than 30 years ago, Carlzon’s wisdom was timely. And it turns out his wisdom is actually timeless, and I predict that 30 years from now, the Moments of Truth con...
Press One to Do This, Two to Do That … Phone Tree Abuse!
Shep Hyken | August 10, 2022
By Shep Hyken We’ve all experienced it. We’ve called the customer support line, and a pre-recorded message answers stating, “Press one for this, two for that, etc., etc. Well, it happened to me again – the third time this week – and this is how it went down. I listened to the prompts. I was at number four, thinking this one might be it, but I wasn’t 100% sure, so I kept listening. I got to number six when the recording said that I could listen to the options again. I did, and even then, I wasn’t sure which option to choose. I tried pushing “0,” and nothing happened, so I chose number four, thinking that it was th...
Seven Ways to Handle Abusive Customers (And One Way Not To)
SHEP HYKEN | August 3, 2022
No employee should be treated poorly by customers. I feel bad for the people who work at the airport luggage office. The office is usually next to the baggage carousel, and the airline employees who work there interact with one passenger after another, all with the same complaint: My luggage is lost! Nobody ever goes into that office to say, “Thank you, my luggage is here. You guys do a great job!” Recently, the Edinburgh Airport in Scotland came up with a solution to deal with the many calls from irate passengers verbally abusing its employees. According to a BBC News story, the Edinburgh Airport decided to simply disc...
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